Troubleshooting
Errors during configuration
Login is not possible to Jira Sync Configurator
Check if upon login you providing a username
If you are a public cloud user, ensure your username has the following format name@tenantname (e.g. kate@aquacloud)
Ensure you provde the correct server name without https:// (e.g. app.aqua-cloud.io)
Check if 'https' setting is enabled
Verify you added the correct port (443)
Failed to connect to Jira
Check that you provide the correct credentials for the host type of your Jira instance
Jira cloud
provide email and API token
Jira Data Center or Server
provide username and password
Failed message
Server not reachable, check connections
Nothing is synced
Ensure nobody uses the technical user account for modifying aqua tickets or Jira issues
Check if the timezone of your Jira technical user and aqua instance match.
Sequence contains no elements
Wrong IssueType.
No jira user found
Check with jira addon 'REST API Browser', if the user can be found via email or username. Add '/plugins/servlet/restbrowser' behind your jira URL to open the addon after installation and search for the users using the user picker (api/2/user/picker). Check if your jira user has the permission to search users.
Sync Errors - I cannot find my item
Below you will find a matrix of the most common Sync Errors and how to fix them.
1
Item exists in Jira, but not in aqua
Creation not successful
A sync error has been recorded. Please check the SyncConfigurator for SyncErrors.
b)
Item moved in aqua
Moved items are flagged as moved. Thus, they will not be synced again.
c)
Item deleted in aqua
Deleted items are flagged as deleted. Thus, they will not be synced again. The item can be manually deleted in Jira.
2
Item exists in aqua, but not in Jira
a)
Issue Type Changed
When changing the issue type the item will not be synced anymore. Please be careful, when changing issue types, especially if there is more than one sync for different items configured.
Logs
A sync log will be written in the directory, where you can also find your aqua Client logs.
You can open this directory by typing (see path below) in your file browser.
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