Data from Jira suddenly stopped flowing to Fresh desk

Question

We have a fresh desk integration with Jira where data flows both ways (tickets and comments). It was working fine till a few days back. It suddenly stopped working since Friday afternoon. Tickets/comments created in Freshdesk are correctly flowing to Jira but NOT the other way. We suspect some additions/deletions to one of the projects in Jira could have caused this (we added a brand new work flow and also edited one of the fields and removed an option from the list). But there is no way to know what is going on and where the error is happening. Are there error logs that we can look at to find out the error? Or, could this be due to some issue at the Freshdesk end? Any help would be appreciated. Thx

Jacey Harris · Answer

Hi @somethingblue / @Ramesh Krishnamoorthy

Has a solution been logged for this? Where can I find it?

Thank you,

Jacey

Ramesh Krishnamoorthy_snrxtg · Answer

The issue was because of a recent change in jira where comment_created, comment_updated and comment-deleted events were introduced and they need to be 'checked' in the freshdesk webhook configuration for those events to be triggered. This change broke the feshdesk webhook integration and freshdesk is working on pushing a fix. In the meantime, we have created a webhook of our own which captures the Jira response for each of those events above and converts the response to a format that Freshdesk can digest. We are using Freshdesk's APIs to partly achieve what it was doing earlier (post comments from Jira to freshdesk, post status updates from Jira to Fresh desk, etc).

somethingblue · Answer

Hi Ramesh,

I see you have a ticket open with the Support team. Once the issue is resolved please post the resolution here in case another user can benefit.

Cheers,

Branden