We have several workflows that connect Jira-Smartsheet that are bi-directional. This has worked seamlessly in the past, but in some (not all) of our workflows, information is not updating from JIRA to Smartsheet, although it works from SS to Jira. For example: * I update a row in Smartsheet and it updates in Jira. * I update a Jira card (Status, Title, Assignee) and it DOES NOT update in SS. Has there been a recent update? This seemed to impact the workflow in the past. The strange thing is, another sheet that is set up the same way is not having this issue.

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Jira-Smartsheet bi-directional workflow not working from Jira to SS

Grace_User

We have several workflows that connect Jira-Smartsheet that are bi-directional. This has worked seamlessly in the past, but in some (not all) of our workflows, information is not updating from JIRA to Smartsheet, although it works from SS to Jira.

For example:

I update a row in Smartsheet and it updates in Jira.
I update a Jira card (Status, Title, Assignee) and it DOES NOT update in SS.

Has there been a recent update? This seemed to impact the workflow in the past.

The strange thing is, another sheet that is set up the same way is not having this issue.

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Cayla Davis

Do all the Status, Title, Assignee match in SS from JIRA? Are you getting any sort of failure error messages sent back to you?

Grace_User

Great questions:

Everything matches!

And no error messages!

When I manually run the workflow, it says that 39 rows and 39 cards would be updated and then it runs successfully.

Cayla Davis

The only thing i can think of is that those items are not set as bi-directional

Adrien Leduc

Are you able to send screenshots of the configuration? Hide anything that you need to.

Grace_User

Of course! Here are some screenshots that walk through the Workflow.

Workflow set up:

Workflow Error:

Adrien Leduc

Thanks, based on this I would recommend you check all the picklist columns in smartsheet. Can you check if any of them have "restrict to list value only"? Check the dates too, are they the same format when sent from Jira to SS?

Grace_User

I made sure the picklists matched what was in Jira and the dates seem to be formatted the same (I am using the Date picker in SS). When the connector runs, I do not get errors on the specific rows, but when I look into the logs, there is the same 1008 error for anything I update in Jira - it does not update in SS. Any more things to try?

Cayla Davis

@Payal Sadhwani - Do you think a ticket needs to be opened for this?

Grace_User

I have an open case for this issue:

09460890

Grace_User

I did a test where I added a new card in Jira and it showed up on my SS!

When I update that Row in SS, it updates the card in Jira.

When I update the card in Jira, it updates the Row in SS.

So this seems to happen with existing rows in SS that I push over to Jira. After the initial push, Jira does not communicate back to SS.

Grace_User

When I create a new row in SS, it creates a new card in Jira.

When I update that card in Jira, it updates in SS and vis versa.

So this confirms that it is only happening on existing rows in SS!

Adrien Leduc

Hi Grace, are you saying you have Jira tickets that have been created in Smartsheet and you expect them to communicate back in Jira?

Based on you configuration screenshot, it looks like Jira is the source of the data, so I don't think a row you create in SS would update back on an existing Jira ticket.

Would you lose much if you delete these lines in SS and ran the connector manually to reprovision them?

Sorry if I'm off the mark, I'm not sure what else that could be.

Grace_User

I would like to note that I have also reached out to Atlassian support who, based on the information provided said:

Thanks for running those additional tests and sharing the results. I’ve reviewed your findings with one of our senior engineers, and the pattern you’ve uncovered is quite telling.

The fact that newly created issues (like TLC-9450 and TLC-9451 ) sync perfectly in both directions confirms that the connector itself is functioning as expected. This points to a row‑level or mapping inconsistency in Smartsheet, and it’s likely tied to how existing rows or columns interpret data from Jira.

At this stage, the most effective next step is to engage Smartsheet Support directly at https://help.smartsheet.com/contact. Please share the following details with them:

The 1008 “Unable to parse request” error from the connector logs.
Confirmation that new issues sync correctly while existing ones fail.
The specific Jira issue keys (for example, TLC‑9229) that consistently trigger the error.

Their team can review incoming payloads and identify whether a column type, validation rule, or schema change prevents those updates from being accepted.

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