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Troubleshooting Jira

TL;DR

Troubleshoot Jira integration issues with error, cause, and solution guidance.

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Resolve common issues when integrating Atlan with Jira.

Missing fields in Jira issue creation​

Error

Missing fields: Optional or custom fields not appearing when creating Jira issues from Atlan

Cause​

Atlan currently supports only Jira fields that are marked as required in your Jira project configuration. Optional or custom fields that aren't marked as required won't appear in the Atlan "Create Jira Issue" flow and won't be populated when Atlan creates an issue.

Solution​

  1. Identify required fields in Jira:

    • Navigate to your Jira project settings
    • Check which fields are marked as required for issue creation
    • Verify that fields your workflow depends on (for example, Issue Type, custom categorizations) are set as required

  2. Mark workflow-critical fields as required:

    • If your Jira workflow depends on additional fields (for example, custom categorizations or specific issue types), make sure those fields are marked as required in your Jira project configuration
    • This makes sure Atlan can populate these values when creating issues

  3. Verify field configuration:

    • Standard required fields such as project, issue type, title, and description are supported
    • Non-required custom fields, optional dropdowns, and advanced workflow fields won't be sent during issue creation from Atlan

  4. Check for workflow automation failures:

    • If Jira workflow automation fails after issue creation, verify that all required fields for your workflow are marked as required in Jira
    • Missing required fields can cause routing or classification issues in Jira
warning

If your Jira workflow depends on optional fields that can't be marked as required, you may need to manually update the issue in Jira after creation, or configure Jira workflow automation to handle missing optional fields.

Can't configure additional fields or auto-assign owners​

Error

Configuration limitation: Can't configure additional fields or auto-assign owners to Jira tickets created from Atlan

Cause​

Atlan's Jira Cloud and Jira Data Center integrations currently don't support assigning owners by default or configuring additional fields while creating an issue.

Solution​

  1. Assign owners after creation:

    • Create the Jira issue from Atlan
    • Navigate to the issue in Jira
    • Assign an owner or add any basic or required fields within Jira once the ticket has been created

  2. Use Jira workflow automation:

    • Configure Jira workflow automation to automatically assign owners based on project, issue type, or other criteria
    • Set up automation rules to populate additional fields after issue creation

Site renaming affecting integration​

Error

Integration disruption: Jira site renaming causing integration issues

Cause​

Atlan stores and uses the organization URL to help you access your Jira workspace from Atlan. If the URL changes due to site renaming, the integration might appear broken.

Solution​

  1. Verify automatic redirect:

    • Jira automatically redirects the old URL to the new one
    • Check that the redirect is working by accessing your Jira workspace using the old URL

  2. Confirm integration status:

    • Site renaming shouldn't impact the Jira integration due to automatic redirects
    • If you experience issues, verify the integration status in Atlan:
      • Navigate to Admin → Integrations → Jira
      • Check that the integration shows as connected

  3. Re-authenticate if needed:

    • If the integration appears disconnected after site renaming, try re-authenticating:
      • Disconnect and reconnect the Jira integration
      • Link your Jira account again if prompted

Multiple Jira accounts not supported​

Error

Configuration limitation: Can't use multiple Jira accounts with Atlan integration

Cause​

While Atlan's Jira integration supports multiple Jira projects, it currently doesn't support multiple Jira accounts.

Solution​

  1. Use a single Jira account:

    • Connect one primary Jira account to Atlan
    • Use this account to create and manage issues across all Jira projects

  2. Work with multiple projects:

    • You can create issues in different Jira projects from the same account
    • Select the project when creating an issue from Atlan

  3. Consider account consolidation:

    • If you need to work with multiple Jira accounts, consider consolidating access through a single service account or coordinating with your Jira administrator

Jira tickets not appearing or disappearing​

Error

Issue visibility: Jira tickets not appearing in Atlan or disappearing unexpectedly

Cause​

Jira issues remain linked in Atlan unless they're explicitly unlinked or deleted in Jira.

Solution​

  1. Check if issue was unlinked:

    • Verify if the Jira issue was manually unlinked from the asset in Atlan
    • Check the asset's Jira sidebar to see if the issue still appears

  2. Verify issue exists in Jira:

    • Navigate to Jira and confirm the issue still exists
    • If the issue was deleted in Jira, it won't appear in Atlan

  3. Relink the issue if needed:

    • If the issue exists in Jira but doesn't appear in Atlan, you can manually link it:
      • From the asset, click the Jira sidebar icon
      • Click Add Issue → Link Issue
      • Enter the Jira issue key or URL

Jira Data Center app marked incompatible​

Error

App status: Atlan for Jira Data Center shows as Incompatible in Manage apps, with a Request update from the vendor prompt

Cause​

The compatibility badge in Manage apps comes from the version range published on the Atlassian Marketplace listing, not from the app itself. Earlier listings for the Atlan for Jira Data Center app declared support only up to Jira Data Center 9.17.3, so newer Data Center instances—including the 10.x LTS releases—were flagged as incompatible even though the app installs and enables correctly.

Solution​

  1. Check your Jira Data Center version:

    • From Administration, click System and note the Jira version
    • Atlan supports Jira Data Center 8.22.6 through 10.7.4

  2. Reinstall the current app version:

  3. Verify the integration works:

    • Confirm the app is enabled in Manage apps
    • Perform a full re-index if Jira prompts for one after the app changes
    • From Atlan, create or link a Jira issue on an asset to confirm the connection

  4. If the badge persists:

    • Contact Atlan support with your Jira Data Center version and the installed app version: Submit a request

Service management not supported​

Error

Integration type: Jira Service Management not supported by Atlan

Cause​

Atlan currently doesn't support Jira Service Management. The integration only works with Jira Cloud and Jira Data Center.

Solution​

  1. Use supported Jira versions:

    • Use Atlan's Jira Cloud integration for Jira Cloud instances
    • Use Atlan's Jira Data Center integration for Jira Data Center instances

  2. Check your Jira instance type:

    • Verify whether you're using Jira Service Management or standard Jira Cloud/Data Center
    • If you're using Jira Service Management, you'll need to use standard Jira Cloud or Data Center for the Atlan integration

See also​

Need help​

If you need assistance after trying the steps, contact Atlan support: Submit a request.