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.

%localappdata%\andagon_GmbH\aquaSyncConfigurator