Jira Connector - Fields not syncing from Jira Align work items to Jira issues

[#1]

Environment:
Jira Align leveraging a Jira Connector that syncs with a customer’s Jira instance.

Situation:

Work items updated in Jira Align fail to sync their updates to Jira.

The Jira Connector API Log for the Jira Align item may show errors similar to the following:

FEATURE 
ABC
MYPROJ-879 
753 
Onboarding of new C hires 
Issue Update 
10/15/2019 4:59:13 AM 
Failed to update JiraID : 514987 - Response: 400 BadRequest Json: {"errorMessages":[],"errors":{"customfield_18100":"Field 'customfield_18100' cannot be set. It is not on the appropriate screen, or unknown.",
"summary":"Field 'summary' cannot be set. It is not on the appropriate screen, or unknown.","customfield_10007":"Field 'customfield_10007' cannot be set. It is not on the appropriate screen, or unknown.",
"customfield_10002":"Field 'customfield_10002' cannot be set. It is not on the appropriate screen, or unknown.",
"labels":"Field 'labels' cannot be set. It is not on the appropriate screen, or unknown."}}

What does this mean?:

• The above error typically indicates that the fields on the corresponding Jira issue screen are either not present or the appropriate permissions are not in place on the service account used by Jira Align to make those changes on the issue.

What to do?

• Log in to Jira Align as an Administrator.

• Navigate to Administration -> Jira Settings, and click the Jira Setup tab.

• On the Jira Setup tab there will be a Custom Fields section.

• Cross reference any of the custom fields with what they are mapped to in Jira and ensure that those fields are available on the corresponding issues in Jira for that project.

• If the fields look good from Jira, then it is possible that the Jira user account used for the Jira Connector (i.e. the Service Account) most likely has browse projects permissions on this particular project, which enables it to pull in issues, but it does not have the permissions to update or edit some or all fields.  To address this:

  • Log in to Jira. For the Project in question, navigate to Project Settings > Permissions >Issue Permissions and verify that the the Service Account is in a role or group that has access to edit issues.

  • Also, try logging into Jira using the Service Account and see if the account can make those changes directly in the Jira UI. If this method fails, then it’s a sure sign some permissions need fixing on Jira for that account.

  • This Jira Align Help Center article can be referenced for appropriate permissions of the Service Account. Refer to the Jira user and project prerequisites section of that article.