Integration Troubleshooting

I see a blank screen when trying to connect

Due to the nature of integrations, we may need cross-site cookies to be enabled. This feature is disabled in Safari and in Chrome's Incognito mode by default.

If you experience issues setting up a third-party integration:

Generally, this only needs to be enabled temporarily, while initially setting up the connection, after this you can restore your settings for security.

I just connected. Now I'm being asked to connect again

This is expected for some of our integrations. There are two times when you may be asked to log in to the third-party app:

During setup: When you first activate an integration, you may be asked to log in. This configures the integration with the third-party app so it's ready for anyone in your workspace to use. Your personal data remains private from other workspace users.
During use: When each team member uses the integration for the first time, they'll need to log into their own account so that they only see their own data.

If you go directly from setup to usage, you'll need to perform both logins back-to-back. This may feel unnecessary, but it's an important part of how we keep each user's data separate and secure.

I see a connection error message

If we have trouble connecting to the integration provider, you'll see a message like this:

There can be many reasons why we can't connect:

Incorrect credentials → Some providers simply require your name and password (oAuth), others will require an API key, Jira requires your account domain; if any of these are incorrect, it could cause a connection error.
Insufficient permissions → Check that you have permission to access your data via a third party systems like ours.
Account access → Your account with the third-party may no longer be active, perhaps the user you're logging in as has been archived or the account is unpaid.

I see a permission error message

For certain integrations, such as Jira two-way sync, we need high-level access to your account to make it run smoothly. For example, we need to set up Jira "webhooks" to monitor changes in real-time, but currently only people with the "Administer Jira" Global Permission (usually just the Org Admins) can do this.

If an API key from someone other than an Org Admin is used when activating the Jira integration, the Jira Copy feature will work, but two-way sync will fail, and you'll see an error like these:

This can be solved by disconnecting the Jira integration, then reconnecting and using an API key from a Jira Org Admin.

Not sure if you have sufficient permission? You can test this by following these instructions to navigate to Jira's Webhooks page. If a user can access that page, they can create an API token to set up your integration. If you cannot access this page, please contact your Org Admin in Jira and ask them to create an API token for you.

I edit a task, and a moment later it changes back

This usually occurs when we can't create a matching value in the system you're syncing to.

For example Jira only allows one assignee per issue, if you're syncing with Jira and add multiple assignees in ProjectManager, it'll revert back to a single assignee a moment later. This can also happen if we can't create a new user (because you're at your DevOps limit), or we can't create a new Jira status because of workflow implications.

Recommendations:

The best way to resolve this issue is to make sure the field which is reverting exists in the external system. We match most fields based on name so pay attention to the exact spelling.
The best way to avoid this happening in the first place is to treat the external system you're syncing with as the master. Try to avoid creating a new status in ProjectManager, instead create it in Jira and let it sync over from there.

I can't see a particular field

Not all Jira fields map one-to-one with ProjectManager. For example, Jira has no concept of due date or percent complete, and ProjectManager has no concept of issue type. We have accounted for these situations, click here for information about field mapping.

I have a different issue

If all else fails, you may want to disconnect and reconnect from the integration.

Team members will see this green status message when using an integration. Clicking it will disconnect this user, then prompt them to re-connect:

Administrators can completely remove the integration for everyone by going to the Integrations window and clicking Deactivate:

If you've tried the above and are still having issues please contact us.