JIRA (cloud) issue mention not working in Hipchat (Cloud)

Question

I use JIRA cloud and HipChat cloud and when I am trying to mention issues from JIRA in HipChat the issue preview and links do not automatically show up even though I have preview set as on and the integration is working fine.

It works for one of my JIRA boards, but not for the other ones.

Any idea what I can do to make it work?

Jins Kaduthodil · Answer

Yeah I have lodged a support ticket

https://support.atlassian.com/servicedesk/customer/portal/32/HCP-967

Anatoli · Answer

HI Jins,

in order to have issue previews you need to allow HC contact your JIRA instance: https://ecosystem.atlassian.net/wiki/display/HCDEV/Ops+and+Deployment+Details . Sounds like you already have everything configured correctly given that:

It works for one of my JIRA boards, but not for the other ones.

Unless you are using different JIRA servers.

EDIT: realized you use cloud.

The only gotcha is that the issue previews would not work in publicly shared channels, i.e. those that can be access anonymous users. This is done on purpose because we potentially show some private data that we pull from JIRA in a channel that can potential have people from outside the group.

Could you please contact support if you are still having this problem and we will help you out.