110 lines
4.2 KiB
Markdown
110 lines
4.2 KiB
Markdown
---
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stage: Manage
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group: Integrations
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info: To determine the technical writer assigned to the Stage/Group associated with this page, see https://about.gitlab.com/handbook/product/ux/technical-writing/#assignments
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---
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# Troubleshooting Jira **(FREE)**
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This page contains a list of common issues you might encounter when working with Jira integrations.
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## GitLab cannot comment on a Jira issue
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If GitLab cannot comment on Jira issues, make sure the Jira user you
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set up for the [Jira integration](configure.md) has permission to:
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- Post comments on a Jira issue.
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- Transition the Jira issue.
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Jira issue references and update comments do not work if the GitLab issue tracker is disabled.
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If you [restrict IP addresses for Jira access](https://support.atlassian.com/security-and-access-policies/docs/specify-ip-addresses-for-product-access/), make sure you add your self-managed IP addresses or [GitLab.com IP range](../../user/gitlab_com/index.md#ip-range) to the allowlist in Jira.
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## GitLab cannot close a Jira issue
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If GitLab cannot close a Jira issue:
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- Make sure the `Transition ID` you set in the Jira settings matches the one
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your project needs to close an issue.
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- Make sure the Jira issue is not already marked as resolved:
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- Check the Jira issue resolution field is not set.
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- Check the issue is not struck through in Jira lists.
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## CAPTCHA
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CAPTCHA might be triggered after several consecutive failed login attempts,
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which might lead to a `401 unauthorized` error when testing your Jira integration.
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If CAPTCHA has been triggered, you can't use the Jira REST API to
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authenticate with the Jira site.
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To fix this error, sign in to your Jira instance
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and complete the CAPTCHA.
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## Jira integration does not work for imported project
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There is a [known bug](https://gitlab.com/gitlab-org/gitlab/-/issues/341571)
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where the Jira integration sometimes does not work for a project that has been imported.
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As a workaround, disable the integration and then re-enable it.
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## Bulk change all Jira integrations to Jira instance-level values
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To change all Jira projects to use instance-level integration settings:
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1. In a [Rails console](../../administration/operations/rails_console.md#starting-a-rails-console-session), run the following:
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```ruby
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jira_integration_instance_id = Integrations::Jira.find_by(instance: true).id
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Integrations::Jira.where(active: true, instance: false, template: false, inherit_from_id: nil).find_each do |integration|
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integration.update_attribute(:inherit_from_id, jira_integration_instance_id)
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end
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```
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1. Modify and save the instance-level integration from the UI to propagate the changes to all group-level and project-level integrations.
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## Check if Jira Cloud is linked
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You can use the [Rails console](../../administration/operations/rails_console.md#starting-a-rails-console-session) to check if Jira Cloud is linked to:
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A specified namespace:
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```ruby
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JiraConnectSubscription.where(namespace: Namespace.by_path('group/subgroup'))
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```
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A specified project:
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```ruby
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Project.find_by_full_path('path/to/project').jira_subscription_exists?
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```
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Any namespace:
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```ruby
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installation = JiraConnectInstallation.find_by_base_url("https://customer_name.atlassian.net")
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installation.subscriptions
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```
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## Bulk update the service integration password for all projects
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To reset the Jira user's password for all projects with active Jira integrations,
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run the following in a [Rails console](../../administration/operations/rails_console.md#starting-a-rails-console-session):
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```ruby
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p = Project.find_by_sql("SELECT p.id FROM projects p LEFT JOIN integrations i ON p.id = i.project_id WHERE i.type_new = 'Integrations::Jira' AND i.active = true")
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p.each do |project|
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project.jira_integration.update_attribute(:password, '<your-new-password>')
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end
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```
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## `500 We're sorry` when accessing a Jira issue in GitLab
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When accessing a Jira issue in GitLab, you might get a `500 We're sorry. Something went wrong on our end` error.
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Check [`production.log`](../../administration/logs/index.md#productionlog) to see if it contains the following exception:
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```plaintext
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:NoMethodError (undefined method 'duedate' for #<JIRA::Resource::Issue:0x00007f406d7b3180>)
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```
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If that's the case, ensure the **Due date** field is visible for issues in the integrated Jira project.
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