401 Unauthorized error from the JIRA integration
Hi,
We are using Jira Server and want to integrate it with our support desk on Zendesk.
The integration finished OK, but trying to create an incident from a Zendesk ticket to Jira, the agent receives the error "Did you follow the installation instructions for this app and install the JIRA add-on to complete the setup?".
Also in the browser console it appears a "401 Unauthorized error"
We followed this support articles but without any success:
https://support.zendesk.com/hc/en-us/articles/228724647-401-Console-Errors-on-JIRA
We made this verifications:
- The JIRA username is a username and NOT an email address.
- 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.
- We are not using SSO (Google/JWT/SAML etc.) to authenticate into JIRA.
About the JIRA username, it is needed to have a specific username and password? Or Any Username an password will run?
Regards!
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Hello - I'm one of the JIRA integration specialists here on the Zendesk Support team. To answer your question - you will need to log in to JIRA using a JIRA admin's username/password.
In order to best troubleshoot this I am going to reach out via ticket so we can take a look at your specific integration. With JIRA Server integrations there are a lot of variables so it doesn't do much good to talk in generalities :)
Keep an eye on your email for that ticket coming soon.
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Hi, Matt!
Unfourtanly, we have the same problem. Can you help us?
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@Yulia I have created a support ticket on your behalf for this issue - #2192602. Once our support team has a chance to triage and route the ticket to the appropriate team, someone will reach out in order to troubleshoot the 401 error with you. Thank for your patience and we look forward to getting this solved with you :)
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