Solved

JIRA synchronisation intermittently failing

 Since linking all our FD tickets with JIRA issues we are finding that sometimes (in ways we can't reliably repeat, updates made in one system aren't being tracked through to the other.


For example:

1. Customer raises a new issue in FD > Freshdesk Agent creates JIRA issue (and assigns it) > Customer adds comment in FD > comment does not pull through in JIRA (both FD and JIRA issue show as open, but JIRA user cannot see latest FD comment)

2. Customer raises a new issue in FD > Freshdesk Agent creates JIRA issue (and assigns it) > JIRA user adds comment and resolves issues > Customer adds comment in response via FD > issue still shows as resolved does not revert to open (comment does however pull through in JIRA and FD, but the issue is in the wrong workflow state)

3. Customer raises a new issue in FD > Freshdesk Agent creates JIRA issue (and assigns it) > JIRA user adds comment and resolves issues > FD does not update to the state in JIRA. FD still showing as open (instead of resolved)


Any clues?


Thanks


1 person has this problem

Hello Andrew,

We will have someone from our support team reach out to understand this better. 

It doesn't look like anything has been posted generally so assume the problem was to do with connectivity into our locally hosted instance of JIRA. We'll monitor and report if we see any instances of this happening again

 

whats up here I have the same problem also 

https://drive.google.com/a/voktech.com/file/d/0B67HL9eY2x9jb3NlTkY1UE5EaWM/view?usp=drivesdk

Hello Yasin,


Looking at the screenshot, It looks like the user credentials used for integration seems to be failing. Could you please update the user credentials and see if it works?. 

That's definitely not my problem though as 99% of the time the synchronisation works fine...