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Why are Projects not appearing in PagerDuty Integration?

Richard Sayle
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September 19, 2023

Hi all

I've been able to connect Jira to PagerDuty, somewhat, but on the PagerDuty config I can't get it to display any of the Projects from Jira. 

It does display the correct subdomain for our Jira Cloud environment so I was wondering if there was somewhere else, other than Jira Service Management, that I'd need to configure things on the Jira side. 

I've been using the following for configuration - Jira Cloud Integration Guide | PagerDuty - and appreciate that this seems like a very heavy PagerDuty question, but I just wanted to cover all bases with where the issue may lie. 

Thanks

Richard

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Marc Koppelaar - Devoteam
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September 19, 2023

Hi @Richard Sayle 

Welcome to the community.

In the documentation link you attached in your question, I do see that for connecting PagerDuty with JSM you need to look at the following:

Jira Service Management Required Steps

  1. If you are integrating PagerDuty with Jira Service Management, you need to ensure that the PagerDuty user account in Jira has the necessary permissions.
  2. For each of your Service Desk projects, ensure that the PagerDuty user account has Service Desk Team access.
    • From the Jira Administration  menu in the top right corner, click Projects.
    • Select your Jira Service Management project.
    • Click the Users and roles tab under the Project settings navigation bar.
    • Select the Add users to a role button.
    • Add the jira-servicedesk-users group or PagerDuty user to the Service Desk Team role.

Are these prerequisites met on your JSM project(s)?

Richard Sayle
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
September 19, 2023

Hi Marc

Thanks for such a prompt response. I've been popping in and out of the PagerDuty Config and, without having made any changes, it's suddenly started populating. I'm now getting an error when running a test ticket creation but I'll troubleshoot for now. 

 

Your response landed in my inbox as it all changed, spooky timing :) 

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