Troubleshoot Jira integration issues

If problems occur when viewing related Jira links on assets or saving Jira webhooks, use the following information to troubleshoot and resolve the problems.

Warning icon and 'Helix DAM cannot connect to the application server' error when viewing Jira links on assets

Problem

When viewing an asset with related Jira links, no additional information about the Jira issue is displayed and a warning icon is displayed next to the link. Mouse over the icon to view more information.

This error indicates that either Helix DAM cannot connect to the Jira instance or the Jira issue does not exist in the instance.

Solution

You can delete the link and try re-adding it to the asset to see if it works.

If the link still does not work, there is a Jira connection problem. Contact your Helix DAM administrator for help.

'Cannot communicate with Jira' error when saving Jira webhooks

Problem

When saving a webhook, the connection to Jira is automatically tested. If connection issues occur, the following error is displayed:

Cannot communicate with Jira. Check the connection information or contact your Jira administrator for help.

This error indicates one of the following problems:

The Jira instance specified in the URL is incorrect or not available because the server is down.
The Jira authentication parameters entered are incorrect.
The Jira token entered is expired.
The SSL or proxy configuration is incorrect.

Solution

Verify that the URL, authentication parameters, and other webhook settings are correct.
Verify that the Jira token entered is not expired. If the token is expired, you must create a new token. To learn more about generating access tokens for Jira Cloud, see the Atlassian help topic Manage API tokens for your Atlassian account. To learn more about generating personal access tokens for Jira Data Center, see the Atlassian help topic Using Personal Access Tokens.
If the error persists after completing steps 1 and 2, contact your Jira administrator for help.