Jira Connector Sync Issues / JIRA Authentication

Danielle Miles

Can anyone help. Last Tuesday my JIRA Connector just stopped working. I am getting hundreds of errors occurred during sync notifications for all my workflows. No settings had been changed, this just suddenly happened. Everything had worked perfectly before.

I think it might be a JIRA authentication issue but I cannot for the life of me figure out how to change things to get this to work again. I am getting errors like

Invalid response from JIRA. statusCode: 401, reasonPhrase: Unauthorized

And it keeps telling me to configure JIRA which I have done again and again but it doesn't work anymore. I have tried to update the Application Link in JIRA with details provided in an article on configuration but that didn't help. I have checked the webhooks and they look fine.

JIRA support have advised me to use an API token but I can't see where to put that within Smartsheet and Smartsheet support have ignored me for 5 days now. I have a number of projects suffering because this has just stopped working.

Genevieve P.

Hi @Danielle Miles

I checked in with our Support team about this issue and it looks like you were able to resolve this yesterday, which is great! Please feel free to follow-up with them if there are any additional questions or issues.

Cheers,

Genevieve

Danielle Miles

Thanks Genevieve,

Luckily they finally got back to me and it was such a simple fix! I just had to get the connector owner to re-authenticate. It seemed like much more of a complicated issue and I spent hours searching for help. Hopefully next time the answer will be easier to find!

Danielle

Nymisha

https://community.smartsheet.com/discussion/comment/301298#Comment_301298

Can you please share how the issue is solved because i am facing the same issue no. Unable to select the required JIRA project though i am able to see it. It is showing the same 401 error. Owner means, do you mean connector admin?? what has to be re-authenticate?? please let me know.

Danielle Miles

@Nymisha if you can ask your main administrator of the Smartsheet connector to log in and check, that is what solved the issue for me.

Nymisha

Okay, that is also not working for me. My main problem is, i am unable to find my project in drop down list of JIRA Project column though I have access to the project in JIRA. Can you help on this or @Genevieve P. , can you help please?

Genevieve P.

https://community.smartsheet.com/discussion/comment/329357#Comment_329357

Hi @Nymisha

If this is a new dropdown option added in Jira but it isn't showing up in Smartsheet as an available option, then you must remove the field mapping in the workflow and map that field to a new column. Mapping to the old column will not pull over the new dropdown options.

If I've misunderstood the question, it may be best to troubleshoot this directly with Support (including screen captures and any error messages you're receiving). They'll be able to work with you in a private channel.

Cheers,

Genevieve