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

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


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">
<detail><faultData xsi:type="ns1:NullPointerException" xmlns:ns1="http
<ns2:hostname xmlns:ns2="http://xml.apache.org/axis/">fortress-ehtood</ns2:hostname>



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 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 or later.


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


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


- 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")


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.


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.

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  • Avatar
    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.

  • Avatar
    Steven Yan

    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?

  • Avatar
    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-started )

  • Avatar
    Neil Levine

    I have the plugin but still seeing not seeing any Assignee in the dropdown in the widget. Not sure what else to check so any help appreciated.

  • Avatar
    Jim Reed

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

  • Avatar
    Steven Yan

    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:


  • Avatar
    Neal britt1

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




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