401 Console Errors on JIRA Follow

Issue Symptoms

  • Agent receives "did you follow the installation instructions for this app and install the JIRA add-on to complete the set-up? If not, please see these instructions and go to your JIRA instance to finalize the set-up and console 401 error." JIRA app prompt.

  • Agent gets a 401 console error when attempting to create or link a JIRA issue.

 

Conditions

  • After setting up JIRA, the agent receives "did you follow the installation instructions for this app and install the JIRA add-on to complete the set-up? If not, please see these instructions and go to your JIRA instance to finalize the set-up and console 401 error." app prompt.
  • The agent gets a 401 console error when attempting to create or link a JIRA issue.

Resolution

A 401 unauthorized error in Zendesk Support typically means the JIRA admin credentials are incorrect or the admin does not have the required permissions. One can check the following:

  • The JIRA username must be a username and NOT an email address. The password must also be correct.
  • The JIRA admin account is part of the 'administrator', 'developer' and 'user' user groups.
  • The JIRA admin account does not have permission schemes in place to prevent project creation or editing existing projects (Settings > Issues > Permission schemes).
  • You are not using SSO (Google/JWT/SAML etc.) to authenticate into JIRA. When installing the JIRA plugin, the JIRA admin must login using their JIRA login and password, not SSO. This is a known issue and will be addressed when we transition to OAuth authentication.

This migh also be due to some other plugins in JIRA blocking your Support plugin. Watch out for particular plugins that are from the JIRA service desk trial.

  • You can try disabling these other plugins in your JIRA instance one by one and check your Support instance to see if that resolves the issue
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