Follow these simple steps to troubleshoot your bot's Jira connection

We will cover the following topics in this article:

  • Validating the initial setup
  • Common connection errors and solutions
  • Jira connection FAQ
  • Whitelisting our IP / Ports
  • Getting Support

Learn how to troubleshoot with this short video.

Validating the Initial Setup

Ensure you completed all steps in the initial setup process and saved your connection information to Nextup to create the base connectivity.

Important:  You must connect your Integration+ bot to Jira in order send and receive ticket information.

Note: If you don't know what error you are experiencing please contact us.

Common Connection Errors and Solutions

  • ESOCKETTIMEOUT / Can't Connect to Jira - This error means that the Nextup server cannot connect to your Jira instance.

Common causes of this issue are the following:

  • Jira is not publicly available (Behind a Firewall)
  • DNS for Jira is not published (internal DNS)

If Jira is not publicly available there are available options to complete the setup. 

  1. Add/whitelist our static IP address "34.194.199.171" to your firewall to allow incoming calls.
  2. If you do not have the ability to whitelist our IP address Contact us to discuss our Self-hosted options
  • Oauth error oath_problem=consumer_key_unknown - When creating an application link, or using functionality that uses an application link, the applications aren't able to authenticate to each other.
    Read how to solve here
  • Oauth error oath_problem=signiture_invalid - When creating an application link, or using functionality that uses an application link, the applications aren't able to authenticate to each other.
    Read how to solve here
  • Oauth Troubleshooting Guide - OAuth errors that can be diagnosed automatically by application links and the actions you can take to correct those errors.
    Read how to solve here

Jira Connection FAQ

Why do I need to connect the bot to Jira?

  • Jira Integration+ uses the Jira APIs to get information, create and update tickets when the bot is used. The Jira Application link process is the most secure way to connect Jira to applications.

What kind of security is used?

Is there an alternate connection option aside from application links?

  • Jira provides a few different methods to connect applications but none are as secure as an application link which is the recommended method from Atlassian.

Do I need to be a Jira Admin?

  • You will need admin access to your Jira instance in order to create the application link. Please contact your Jira administrator to get the access you need or have them login to Nextup to complete the setup.

What if I don't have permission, can someone else complete this step?

  • Yes, Jira Integration+ will automatically connect the accounts from anyone on your Slack team into the account you created and upon login the process can be completed.

Getting support

We are available to help troubleshoot any connection issue. Please reach out through any of these channels:

Need additional support ? Please pick a time for live support.

https://calendly.com/nextupai/support

What's next?

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