In this article:

  • Troubleshooting guidelines for issues in the Ally.io - Jira (Application Link) Integration

  • Troubleshooting guidelines for issues in the Ally.io - Jira (Plugin) Integration

Troubleshooting guidelines for issues in the Ally.io - Jira (Application Link) Integration

If your Jira instance is hosted on-premise (self-managed), here are a couple of troubleshooting guidelines to refer to while setting up the integration. If you're yet to set up the Ally.io - Jira (On-Premise) integration, then head on over to this help article.

Watch this video to see how the Jira Application Link setup looks like!

1. While creating a Jira connection I am seeing the error message: 'Unauthorized'

There are 2 reasons why this could be happening,

  • Check if you have selected the right Jira instance type for the question “How is this Jira instance hosted?” in the new connection screen. If you have a Jira cloud-hosted instance, select “Cloud”. If you have your own on-premise instance, select “Jira-Server”.

  • Check if the following setup data has been provided correctly in your Jira application link configuration in your Jira instance.

  1. Is your config application link https://app.ally.io?

  2. Have you enabled the 'Create incoming link' option?

  3. Are the Consumer Key and Public Key provided correctly? Copy the consumer key and public key from here.

Note: You can verify the steps in this help article to check if the application link has been set up correctly.

2. While creating a Jira connection I am seeing the error message: “Service Unavailable”

Here are a few settings to check:

  • Is the Jira server URL provided valid and accessible?

Check if the Jira server URL you've provided follows this format: http://myjirapp.com/ and is reachable on HTTPS port.

  • Is your Jira server URL behind a firewall?

If your Jira server URL is behind a firewall, you will have to whitelist the following IPs:

54.243.192.208 
3.225.237.0
107.20.38.17
23.21.1.160

3. While creating a Jira connection I am seeing the error message: “Please re-check your Jira credentials” or “Invalid credentials”

  • Check your Jira Credentials: Check if the Jira server is accessible using the credentials which were used when connecting with Ally.

  • Check the option selected on the consent screen on Sign-in: After the user clicks on “Sign in with Jira”, the user will land on a window showing the consent screen, and the user can either click Allow or Deny or close the popup.

    Allow: Clicking this will create the connection successfully.

    Deny: Clicking this will throw the error: Invalid credentials. Closing the popup is similar to denying.

4. While creating a Jira connection I am seeing the error message: “Invalid server URL”

  • Check if the Jira server URL provided is a valid one, is it syntactically right?

  • Also check if you are able to access the Jira server directly or from other sources, apart from Ally.

5. After clicking on sign-in, either the pop-up window keeps loading or you get a different error (maybe something like an application error).

This would likely be an issue where Ally.io is not able to establish a connection with the Jira server, in which case, check if you have selected the right Jira instance in the connection.

6. Why am I not able to click on 'Next' in the create connection screen even after entering and setting up the correct information about my Jira instance?

The 'Next' button in the Create connection screen will be enabled only when authentication is done successfully. After entering your Jira credentials, check if you have authenticated the connection and clicked on the 'Allow' option in the consent pop-up. Once you're authenticated successfully, the 'Next' button will be enabled automatically.

Note: If you think all of the above are properly set up, please reach out to the Ally.io support team via in-app chat or email us at [email protected] for more information.

Troubleshooting guidelines for issues in the Ally.io - Jira (Plugin) Integration

1. While creating a Jira connection I am seeing the error message: “Service Unavailable”

Here are a few settings to check:

  • Is the Jira server URL provided valid and accessible?

Check if the Jira server URL you've provided follows this format: http://myjirapp.com/ and is reachable on HTTPS port.

  • Is the Jira plugin installed successfully?

Check if the Jira plugin has been installed correctly.

  • Are the configuration details you've given correct?

Make sure the UUID and the access token you've provided in Ally are correct.

2. Why I am seeing a new user added in the Jira user settings?

On successful authentication, Ally.io creates a user within your Jira instance to be able to connect to Jira and update the data from Jira to Ally.

3. What are the supported versions for the Jira Plugin-based integration?

The Ally.io - Jira plugin-based integration will work for Jira versions starting from 7.13.0 to 8.12.3.

4. Why am I not able to click on 'Next' in the create connection screen even after entering and setting up the correct information about my Jira instance?

The 'Next' button in the Create connection screen will be enabled only when authentication is done successfully. After entering your Jira credentials, check if you have authenticated the connection and clicked on the 'Allow' option in the consent pop-up. Once you're authenticated successfully, the 'Next' button will be enabled automatically.

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