"{Jira User ID} is not a valid user for the given JIRA Project" sync error - Connector

We have just had our first user leave the company who was an Assignee on a Smartsheet that has the Jira Connector, so I am learning a lesson. The hundreds of tickets he was an Assignee on are suddenly throwing the error listed in the subject. I have seen that the fix is to change the Connector to pull the Assignee Display Name into the sheet instead of the email address, but this really causes a problem for us. We have automations running that will email the Assignee of a Jira ticket when certain criteria is met, and we can't do that with a Display Name.

I need that column to contain email addresses, but not error out when the employee is no longer with us. We also cannot just unassign the Jira ticket, as we keep them assigned after they are closed for reporting purposes. We also cannot keep the user active in either system.

What are my options here? Has anyone else figured out a work around?

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Accepted answers

cnikkih

The actual answer for us here is to only be able to sync one way for that field - from Jira to Smartsheet. That way it never bounces back to Jira and gets rejected. It limits our ability to assign people from the Smartsheet, which was proving really helpful, but there is no other way to keep that field as a contact so we can email them using automations.

All comments

Georgie

Hi @cnikkih,

I can see that you’ve opened a Support ticket regarding this issue and the specialist advised that you would need to use the display name instead of an email address (as detailed in this thread). I can also see that an alternative solution was provided, which is to have a separate display name column and then use a formula in the Assignee column to pull email addresses from the display name column so that your existing workflows will be unaffected - I hope that’s worked for you, that’s what I would suggest too!

Thanks,

Georgie

cnikkih

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