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Possible Issues with Atlassian Integrations

Cath Elle
  • Updated

If you run into an issue while installing Jira Сards , Addon or the Confluence plugin, this article can help.

Suggestions for Jira Cards

Message / issue

Possible causes

Steps to resolve the issue
Jira URL is not valid /
Enter Jira base URL

1. Your Jira is on a private network / your company firewall blocks external network connections / You are using SSO with your Jira.

2. You use a proxy.

3. There is an issue with your SSL certificate.

1. Add our NAT Gateway IP address* (52.16.47.17) to the whitelist. Our servers will connect to your network via this static IP address.
*Note that if you check our IP addresses using nslookup, the results will return our load balancer's addresses which may vary and change over time. 
* If you also need to whitelist the port numbers we use, they can be found here.

2. Configure a reverse proxy allowing us access. Be sure to fill in the Jira URL field in the account settings with the address that we can access (the address may differ from the actual address of your restricted Jira). You may also want to prolong the timeout value on your proxy server.

3. Check the SSL certificate that is active on the Jira server. This tool might be helpful: enter your Jira URL and see the results of the connection check. Example: the certificate may be correct (the Certificate in green) but the server certificate chain may be incomplete (Key exchange in yellow) therefore our system gets a response that the certificate needs to be updated.
Refer to this site to resolve issues.
Application link in
your Jira is configured
incorrectly

1. You have missed some steps in the link or webhook configuration.

2. You have installed Jira Addon instead of configuring the link for Jira Cards.

1. Try and start from scratch making sure to follow the steps. If you chose to create the webhook manually try creating it automatically.

2. Install the Jira Cards integration following this step-by-step instruction.
Unexpected behavior
during installation		 You use Jira versions 6.4 or lower.

Our cards will not work with these versions due to this Jira bug. Please update your Jira to the latest version.
The Edit card option
returns blank window		 You use Jira ver. 7.6 and higher. Due to security reasons, Atlassian may not allow the content to be embedded in iFrames, which might also affect pop-up windows for editing your Jira cards. You may use these instructions as a workaround.
Unable to add
Jira cards		 You have created a manual webhook and have not saved the set up information. Check if the field Jira URL is filled out in the Account Settings. Be sure to click Connect.
The Edit icon is not displayed

1. You use Jira server versions 7.6 or higher.

2. Your profile is not allowed to edit the Jira issue in question.

1. Edit icon may not be displayed for Jira Server starting from 7.6 due to a security update in this version.

2. Check if you can access the edit mode having opened the issue on the Jira side.
Your app link asks for more values than just URL, Consumer Key, Consumer Name, Public Key.

 You're looking at the Outgoing Authentication tab of the configuration menu.
  • Please switch to the Incoming Authentication, this is the tab that needs configuring.
  • If you cannot switch/skip the step, try and add temporary values. When on the page with your Application links' list click to Edit Miro Cards link and remove the temporary values. Incoming Authentication is the only tab that needs to be configured by the end. 
You get the message: You are not logged in and do not have the permissions required to act on the selected issue as a guest. Please log in Unfortunately, due to the way our plugin uses cookies Jira will not allow you to log in from this page.

Log into Jira in another browser tab.
Be sure to check that 3rd-party cookies are allowed in your browser.

If you're working in the Miro desktop app we recommend switching over to the Miro browser version at miro.com.

Some custom fields are not shown in the Convert to Jira Issue/Edit Jira Issue menu

The Select fields to display on cards does not show custom fields of your Jira

 Some of the Screens configured for the projects of your Jira instance shield the fields from Miro. Go to Project settings > Screens > Default Screen Scheme and check if the needed fields are allowed. 

You cannot choose the reporter field when editing/creating a Jira card
  1. There is no Reporter field in the Jira's Create metadata: the field is unavailable on the Jira Create screen for the selected project.
  2. The Jira System Admin who configured and connected the integration doesn't have the necessary permission to set the reporter for issues in the selected project.
  1. Go to Project settings > Screens and check if the Reporter field is present in the Create screen. 
  2. Check the access levels of the Admin in question and ensure they are permitted to set/change the Reporter field in the selected project. 
Some of the Jira cards on the board are grayed out The Jira System Admin that set up the integration lost access to the issues. 
  • Make sure that the Jira System Admin in question is able to open and edit the affected issues. 
  • Reconnect the Jira Cards integration: on the Settings page of your Miro account click to Disconnect Jira Cards and then Connect again. This will renew the access scope of the integration.

 

Suggestions for Jira Addon

Message / issue

Possible causes

Steps to resolve the issue
You get the message: You are not logged in and do not have the permissions required to act on the selected issue as a guest. Please log in Unfortunately, due to the way our plugin uses cookies Jira will not allow you to log in from this page. Log into Jira in another browser tab.
During or after the configuration of the Jira Addon you are unable to proceed to the next page at some step Something in your cookies or cache stops the process. Clear your browser's memory for the domain atlassian.com and try again.

After clicking the Install button on the add-on page you might see the following error:

hiccup.png

 A momentary loss of connection.

In this case, simply retry to install a minute later.
After the successful installation, your Jira users that are not registered with Miro are seeing the Miro login menu instead of the attached board. Jira policies block some of the plugin functionalities.  Unfortunately, this behavior is caused by the most recent Jira API update and cannot be amended at the moment.
The Addon does not remember your authorization and keeps asking to log in every time.   Your browser does not allow to save third-party cookies. As a solution, follow the instruction on how to enable the cookies in your browser. This mostly happens with Mozilla and Safari due to their new security policies.
For Safari this solution can also help.

 

Suggestions for Confluence

Message / issue

Possible causes

Steps to resolve the issue
Your Team Key is not accepted

1. There is a misprint in the key you entered 

2. You use a proxy.

3. There is an issue with your SSL certificate.

1. Copy and paste the key

2. Add our domain names and our static NAT Gateway IP address (52.16.47.17) to the whitelist. Our servers will connect to your network via this IP address and the Key request should go through successfully.

3. Check the SSL certificate that is active on the server. This tool might be helpful: enter your Confluence base URL and see the results of the connection check. Example: the certificate may be correct (the Certificate in green) but the server certificate chain may be incomplete (Key exchange in yellow) therefore our system gets a response that the certificate needs to be updated. Refer to this site to resolve issues.

After embedding a Miro board you see the message:
"Miro requires access to your cookie files"

Your browser does not allow to save third-party cookies.

To enable the embed, click the link in the message or follow the instruction on how to enable the cookies in your browser. This mostly happens with Mozilla and Safari due to their new security policies.

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