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Jira Service Management Integration with New Relic Workflows Failing

Daniel Alvino March 20, 2024

Beginning on 13-March, the integration that I have setup between New Relic workflows and Jira Service Management began to fail with each execution.

When attempting to Edit the notification to Jira within the New Relic workflow I'm thrown an error stating " There was an error loading the schema for destination [destination name]". After troubleshooting with New Relic support I was able to locate additional information about the error indicating "Internal Notifier Error". 

IllegalArgumentException

Continuous operations require a valid session id. Session dfa8db92-6d78-4772-b4f3-669e0a1564d7 does not exist or there's been an issue retrieving it

Now, I'm attempting to troubleshoot on the Jira Service Management side. I'm a premium subscriber so shouldn't have any limitations.

I'm unable to navigate to the named screens. From https://support.atlassian.com/jira-service-management-cloud/docs/integrate-with-new-relic-legacy/

or

https://support.atlassian.com/jira-service-management-cloud/docs/integrate-with-new-relic-workflows/

Noted Steps:

To access the feature through Settings (gear icon) > Products (under JIRA SETTINGS) > OPERATIONS, you need to be on Premium or Enterprise plan. and

Go to your team’s operations page.

On the left navigation panel, select Integrations and then Add integration.

However, I can't find these options or screens. They don't seem to exist in my instance.

I'm looking for direction on how to troubleshoot this issue on the Jira side and also how to locate the Add integration screen as noted in the jira docs.

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