Problem with Pull requests using GitKraken: Git Integration for Jira

Question

Hi All,

This question is specific to on-prem Jira Data Center and the GitKraken Git Integration. After upgrading to Jira v10.x and v5.5.2 of GitKraken, our pull requests started failing with the error "The pull request cannot be activated because the source and/or the target branch no longer exists, or the requested refs are not branches".

Branches using the integration work fine and we're seeing the errors for Pulls from the exact same ticket with a successfully created branch. We're integrated with DevOps. To the best of my knowledge, this was working fine when we were on v9.x and the v4.x of GitKraken and only started after upgrading. Our GitKraken instance is not customized and is pretty much 'out of the box' config.

Any help is appreciated.

Michael J

Michael Johnson_jby7m4 · Answer

Hi Prasanna,

Thank you very much for the thorough response. We've tried most if not all of your steps and still seeing same issue. I disconnected/reconnected the integration this morning and it indexes fine, branches work fine, but Pulls still throwing same error. However, if we create the Pull on the DevOps side, it will connect on its own to the Jira ticket. Support has not been helpful or responsive so far. Plan to open a new ticket with them today.

Best, Michael J

Prasanna Ravichandran · Answer

Hi,

This issue is commonly seen after upgrades when the integration can still create branches but fails to resolve refs correctly for pull requests. It usually points to a compatibility, permissions, or ref-mapping problem between Jira, the Git Integration app, and Azure DevOps.

Things to check:

* Verify the Git Integration app version is fully compatible with Jira 10.x (some versions require specific builds for v10)

* Re-sync or reindex the repository in the Git Integration settings

* Confirm the source and target branches still exist in DevOps and haven’t been renamed/deleted

* Check that the integration has permission to read pull request refs (not just branches)

* Validate the repository URL and credentials/token after the upgrade

* Review app logs for refspec or API errors

A common fix is to remove and re-add the repository connection, then trigger a full resync. If the problem started only after upgrading, it may also require an updated connector version or vendor patch for Jira 10 compatibility.

If none of the above helps, contacting the GitKraken Git Integration support team with logs is recommended, as this may be a known issue with that specific version combination.

Hope this helps 👍