Troubleshooting

This chapter provides information about features which diagnose and solve common synchronization and configuration problems.

The Issue Sync - Synchronization for Jira app provides advanced monitoring and diagnostic system available in Configuration > Troubleshooting tab.
It includes following tabs:

• Problems
• Maintenance
• Alerts

If your problem is more complex, you can download support ZIP files with logs. It will be helpful while contacting our Support team.

Problems

Every configuration or synchronization problem generates a notification. Thanks to Problem tab, you can monitor them at any time. Use filters to narrow down your search results:

• Dates
• Issue
• Project
• Context
• Queue type
• Message type

Use Show archived problems to display deprecated problems.

Maintenance

Maintenance tab provides a Health Board, that collects all information about synchronization status.

It gives you a view for:

• Connections - where you can check current statuses of available connections.
  

  

• Contexts - where you can monitor statuses of used contexts from all Synchronization Schemes.
  

  

• Services - that gives you basic information about synchronization actions; it’s also possible for you to Run those events, if synchronization takes more time than you expected.
  

  

• Messages - which informs about stored Outgoing and Incoming errors, and lets you archive the ones that are Done.
  

  

• Archivization - that lets you archive messages and delete those archived ones; you can decide which messages will be archived in General settings.

  

• Inactive Technical Users - where you can check which users are no more used as technical users on any of the existing connections but still have this role assigned. Changes made by technical users are not synchronized. Click Purge to remove listed users from the technical role.

  

Alerts

In Alerts tab you can configure notifications about occurring problems. Alerts are divided into four sections:

• Emails
• REST API
• Webhook
• Jira ticket
  

  

Emails

• Enable - switch on to receive emails with notifications; as soon as you enable email notifications, settings below turns on
• Emails - type in target email addresses
• User alert recipients - select concrete users to notify
• Other alert participants - choose a group or project role to notify
• Job not run - allows receiving emails about failed activities or events
• All errors - allows receiving emails about all errors
• Cron alert cooldown - you can determine how often notifications will be sent
• Clean alert history - remove all history

REST API

IssueSYNC provides a REST API that can be requested to receive plugin health information. There are currently 4 available endpoints. The response schemas are available under the endpoint links.

Webhook

The webhook monitoring functionality allows the administrator to define a custom request body (in the case of a POST request, in whichever format they want) and fill it with available placeholders. This webhook will trigger an action similar to Email alerts.

Jira ticket

Set up Email ticket creation based on IssueSYNCs email alerts as well as an Issue Collector.

Steps

1. Set up Issue Collector in you project.
   
   Info

   If you’re not sure how to set up Issue Collector in project, read official Atlassian documentation.
2. Get the Issue Collector ID from the end of the browser link:
   For example: http://localhost:8080/secure/ViewCollector!default.jspa?projectKey=ABC&collectorId=0b91a123
3. Replace collectorid in below URL with your collector ID:
   http://localhost:8080/rest/collectors/1.0/template/form/<collectorid>?os_authType=none#

You can then use IssueSync webhook to send a POST request to the above URL with proper placeholders. This will trigger the Issue collector and create an issue with contents from the request body.

You can test Issue Collector in your web browser entering the URL mentioned above and investigating HTTP Request using web browser tools (usually available after pressing F12).