Summary
Jira Core and Software Projects sync in as Planhat Issues, whereas Jira Service Management is mapped to Planhat tickets (Conversations) - you'll find these in different places within Planhat. The Issues sync can be partially bidirectional; the tickets sync is always one-way
Check the JQL queries in Jira itself and in the integration, if used, as these filter which Issues are included in the sync
If you can't see an old ticket, check it wasn't created/updated over 3 years ago
There is a helpful tool in the integration to investigate specific missing tickets
For more information, check out this article!
Who is this article for?
Planhat users who need technical help troubleshooting the Jira integration
Series
Jira troubleshooting guide ⬅️ You are here
Article contents
Introduction
In our main article on the Jira integration, we talked through how you can sync Jira Issues into Planhat, as either Planhat Issues or Conversations (tickets).
While generally, the setup will go very smoothly, occasionally you may have questions about why you're not seeing something you expected.
In this article, we take you through quick troubleshooting steps. The majority of the time, these will resolve any questions or issues you may have, but if you do need further assistance, please reach out to our amazing Support team via the in-app chat, or speak to your TAM or CSM.
Troubleshooting tips
If you were expecting an Issue to have synced from Jira to Planhat but you can't find it, or you have any other queries, here's a list of things you can check. Fortunately, generally there's just a misunderstanding, and the solution can be quickly found.
Need help with Issues/data syncing in general?
Ensure you have correctly followed the setup instructions - e.g. have you entered the correct URL and token in the integration?
If historical Issues aren't syncing in, did you click "Fetch All Issues" (not just "Show Fetch All Section")?
For ongoing sync of new/updated Issues, double check that you set up the webhook correctly in Jira - see instructions here
If you can't see the Issues tab on Company Profiles, check whether that Company actually has any open Issues (as defined in the settings), whether the "Issues" tab is nested under "More", and whether a Custom Company Profile Template has been applied that doesn't contain the Issues tab
If you have made changes to the "Projects to sync" selection or the JQL query in the integration, note that these updates are only applied after you click "Fetch All Issues"
If you have set the sync to "Both directions", remember that the sync from Planhat to Jira only applies to the Planhat Issues model rather than tickets, and it only applies to some specific fields rather than all fields
Missing a specific Issue?
Check when the Issue was created or updated in Jira. In the historical manual fetch, we sync in Issues that were created or updated in the last 3 years
Make sure the Jira Issue is included in a project selected in the "Projects to sync" section of the integration (i.e. the relevant toggle switch is set to "YES")
Ensure you are not excluding this Issue with a JQL query - remember that this can be set in 2 different places: in the webhook in Jira for syncing new and updated Issues on an ongoing basis, and in the integration to specify the scope for the historical/manual sync ("Fetch All Issues")
You can use the "Check why the issue is not available in Planhat" search box in the Jira integration (near the bottom) to query a specific Jira Issue. This helpful tool is great for troubleshooting. Simply enter the Jira Issue key/number, and click "Get Issue" to see information
What next?
If you need any further support, please reach out to your TAM or CSM, or message our Support team via the in-app live chat.