My ticket sharing with JIRA (Legacy) is broken

Support and development for the JIRA (Legacy) integration ended on March 21st, 2017. A newer version of this integration is now available. For more information, see the article: Setting up Zendesk for JIRA integration.

Question

I have a JIRA Server (Legacy) integration with Zendesk Support and my ticket sharing isn't working. What could be the cause of this and how do I fix it?

Answer

There's a number of potential causes for this. Changes in the JIRA instance or server URL due to host mapping, domain name changes, or SSL upgrades tend to be the most frequent cause of this issue.

One other possibility is an outage. Sometimes outages can cause ticket sharing to break for customers using the JIRA (Legacy) integration. You can check for any recent outages on the Zendesk Status page.

To fix this issue

Resend the existing ticket sharing agreement. Depending on the root cause of the issue, that may fix it. If not, you need to send a new agreement: Setting up Zendesk Support for Jira integration.

Note: If you send a new agreement, manually re-link up all of your Zendesk Support tickets to JIRA issues.