Jira Cloud+Intercom linking issue

[Support Team]

We use Jira Cloud for Intercom, and whenever we try to link a ticket with an existing issue, it doesn't get saved. 

When we try to link an issue, this message appears: Issue Linked

But when we go to that ticket afterward, there is no linked issue. 

We have set up all the recommended permissions:

• Browse projects and Edit issues project permissions for the project containing the issue.
• If issue-level security is configured, issue-level security permission to view the issue.

After that, we still cannot see linked issues next to the tickets. 

Is there anything we need to do differently? 

[Tobias Binna · Accepted solution]

Hey @Support Team

Thanks for your post. I am Tobias from ToolsPlus, creator of the Jira Cloud for Intercom and Intercom for Jira app.

Could you check if Intercom for Jira is installed on your Jira instance? You can do this by clicking on Apps in the Jira top navigation > Manage your apps. Intercom for Jira should show up in the list of User-installed apps.

Jira Cloud for Intercom was designed to work with Intercom for Jira. Without the Intercom integration for Jira, you won't be able to see the links.

I hope that helps. Please let me know if you have any further questions.

Best regards,
Tobias

[Support Team]

Hi Tobias,

Thanks for the reply! I will install the app and try again. 

[Shikha Verma]

Hey @Support Team You can check the following things:

- Check the Integration Settings,
- Ensure that the issue security scheme is not preventing the link from being saved. If your issue is tied to a security scheme that limits visibility, this might explain why the link isn’t showing up on the Intercom side.
- Check Jira Webhooks
- Ensure that your Intercom account has the necessary permissions to view linked issues in Jira. If the integration was set up using a different user account, make sure this account has the appropriate access rights.
- If you use custom fields for issue linking or tracking, ensure that these fields are correctly configured and mapped between Jira and Intercom
- Clear Cache and Sync Issues
- In some cases, performing a re-index in Jira can resolve issues related to issue linking or visibility.
- Try linking a different issue to see if the problem is isolated to a specific issue or project. If the problem persists across multiple issues, it might be related to the integration configuration.