I am writing to see if anyone else has been experiencing any difficulty with ticket sharing to their on-premise JIRA installation. We are using the "Zendesk-Connector-Plugin" by ServiceRocket & have been for a couple of years now.
2 days ago, we were no longer able to use this function from within Zendesk. Users reported the app on the right side would just spin & timeout. I have confirmed this is accurate.
I have had a look over our JIRA installation & attempted to reconfigure from the ground up (outside of removing the existing agreement UUIDs in order to preserve Zendesk to JIRA ticket associations), but have been hung up on the 'ticket sharing agreement'. Once I've sent the agreement from Zendesk, it is not received in JIRA & thus, I cannot accept.
I've done a bit of my own troubleshooting & was wondering if any IP changes have occurred on Zendesk's end? Per the article listed here:
I had opened the range:
up until this point & have had no issues.
I performed a DNS lookup for our domain.zendesk.com and was returned IPs outside this range, but also outside of the IPs listed in the support article. (specifically they seemed to point to Amazon, which I'm guessing AWS).
I realize this is third party, but there are no changes to our environment that have occurred & am wondering if something on Zendesk is causing the issue.
Thanks for your time in considering our trouble.