Jira Integration Failing - Integration Suspended

Problem

Jira integration is failing, and the roadmap is suspended. The system auto-suspends a roadmap’s integrations when there is an issue syncing after 10 attempts.

Usually, we see this issue when:

1. The owner of the roadmap has left the organization, and/or the token is no longer valid.

2. The roadmap has been duplicated

Solution

The current roadmap owner will need to authenticate their credentials by:

1. Opening the affected roadmap

2. Access the Jira integration settings

3. Unsuspend the roadmap by toggling from Suspended to Active

4. Next, they will need to add your Jira credentials.

   1. If you’ve already provided your credentials, select them from the provided list.

   2. Otherwise, click Add Credentials and enter the email address used for Jira and your Jira API token. For on-prem Jira instances, you will also need to enter your password.

   3. If they do not have an API token yet, click the API Token link outlined on the setup page and follow the directions provided.

If you experience an error after adding your Jira credentials, one of these documents may help:

• Jira Integration Credential Error- The credentials are invalid. Please update or create new credentials.

• Jira Integration Credential Error- Your account does not appear to have access to the Jira server. Please verify with your administrator that you have the appropriate access.

5. Continue with the on-screen prompts to complete your Jira integration.