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Zendesk for JIRA 1.0 (Deprecated): Release Notes and Known Issues

Steven Yan
posted this on May 11, 2010 18:51

Below are common issues with our legacy JIRA integration and how to resolve them.  Due to JIRA's high configurability, there are a lot of JIRA configuration issues that can cause the integration to fail.  As we add more information to this entry over time, hopefully it should help us uncover most of the known issues.


JIRA Widget

Assignee does not display in the JIRA widget

Problem

The assignee field in the JIRA widget does not populate with users after a project has been selected in the dropdown.  Using Firebug, you can find the following error when the widget attempts to load the list of assignees:

<?xml version="1.0" encoding="UTF-8"?>
<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap
/envelope/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<soapenv:Body>
<soapenv:Fault>
<faultcode>soapenv:Server.userException</faultcode>
<faultstring>java.lang
.NullPointerException</faultstring>
<detail><faultData xsi:type="ns1:NullPointerException" xmlns:ns1="http
://lang.java"/>
<ns2:hostname xmlns:ns2="http://xml.apache.org/axis/">fortress-ehtood</ns2:hostname>
<
/detail>
</soapenv:Fault>
</soapenv:Body>
</soapenv:Envelope>

 

Solution

If you're running JIRA 4.3+, this is due to a change in JIRA API that requires a new version of the plugin.  Please see our JIRA getting started guide to download version 1.4.0.5 of the plugin.

If you're running JIRA 3.12 and version 1.3.1 of the plugin, due to a missing plugin definition in this version of the plugin, it will not work on 3.12 but will on later version of JIRA.  As of plugin version 1.4+, the plugin was backported to work on JIRA 3.12.  If clients encounter this issue, they should install plugin version 1.4.0.2 or later.

 

After migrating to JIRA Studio on Google Apps, widget login fails

Problem

The widget throws an error "Failed" when attempting to load on a ticket detail page.  The user has recently migrated their JIRA Studio installation to SSO with Google Apps.  Example: https://support.zendesk.com/tickets/40577

Solution

- First make sure that the username in the JIRA widget configuration now only uses the user part of the username (e.g. 'zendesk' vs 'zendesk@seventechnology.co.uk')

- If this still fails to login, the user may not have an internal JIRA password set.  To do so, they should do the following:
1.  Go to the JIRA User Browser at  http://<subdomain>.jira.com/secure/admin/user/UserBrowser.jspa.
2.  Click on the user by selecting their hyperlinked name in "Username" column.
3.  Click "Set Password"
4.  Enter password and click "Update".
5.  Ensure that this password exists in the Zendesk JIRA widget configuration.  The login should now work. 

 

Error: Failed to retrieve JIRA issue key: (java.lang.NumberFormatException: For input string: "ZendeskID")

Problem

When submitting a new JIRA issue from the widget, the error "Failed to retrieve JIRA issue key.  (java.lang.NumberFormatException: For input string: "ZendeskID")" appears.

Solution

The user has entered "ZendeskID" as the JIRA custom field configuration instead of its numerical ID (e.g. 10000).  A better solution than documenting this would be programmatically preventing non-numerical values to be set in the custom field configuration.

 

Comments

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Paul Reeves

How do you troubleshoot the Jira widget not loading in Zendesk? I see the Jira widget placeholder on the ticket page in Zendesk but it is empty.

July 25, 2011 21:57
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Steven Yan
Product Manager

Paul, I checked your account and your JIRA widget looks like it's ok, so I'm assuming you've figured things out.  Can I be of any further assistance?

July 28, 2011 21:12
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Napassaporn Likhitsajjakul

Hi, I have problem with the JIRA widget that it is not showing any projects in dropdown list. 

I think the problem might cause by the wrong configuration in application login. If I am correct, please guide me how to configure the 'ZendeskApplicationLogin' in JIRA and the 'username' in Zendesk's JIRA widget. Currently, my username in Zendesk is my email address, but my username in JIRA is just my name.

Thank you in advance.

Note that I followed the installation guide from this link (https://support.zendesk.com/entries/38664-jira-integration-getting-...)

August 09, 2011 03:27
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Neil Levine
I have the 1.4.0.5 plugin but still seeing not seeing any Assignee in the dropdown in the widget. Not sure what else to check so any help appreciated.
September 12, 2011 02:35
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Jim Reed

I'm experiencing the same problem as Neil.  I'm using Jira Studio which has the latest 1.4.0.5 plugin installed, but the list of assignees still shows blank.

October 05, 2011 11:45
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Steven Yan
Product Manager

Hi guys, we've patched the JIRA plugin to show the Assignee dropdown properly in JIRA 4.4 and above.  I'm sorry for the delay on this.  You can find the new version of the plugin in the JIRA Getting Started guide:

https://support.zendesk.com/entries/38664-jira-integration-getting-...

October 06, 2011 20:43
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Neal britt1

I am on Jira version 3.13 and have installed the plugin 1.4.0.4.  I am getting an authentication error from the Jira widget and the dropdown boxes are empty.  I need some assistance debugging this. 

jacada.zendesk.com

 

Thanks

November 17, 2011 10:40