Troubleshooting Common Integration Issues

Updated: July 2024

Audience: Everyone

Products Applicable: Jama Connect®

Jama Cannot Make a Successful Connection to My HTTPS-Enabled Server.
If you have SSL/HTTPS enabled on your Integration server, and your Test Connection result reports an SSL Handshake exception, you may need to add the server's SSL certificate to the list of trusted authorities in your Jama server's underlying Java installation. This will enable Jama to connect properly with JIRA's web services. 
The 'Test Connection' Button Succeeds, But No Items Are Being Created
This is usually due to insufficient permissions assigned to your Integration's user. Please double-check that you have set your permissions according to our setup guides. JIRA, in particular, has a complicated permissions scheme; there's more information on what permissions are included in the standard user groups we recommend.
Some Items/Item Types Are Created Correctly, But Others Fail
Generally, this indicates a field mapping issue. Please ensure that all required fields for the synchronized item types are mapped in your field configuration and populated in each item. If you have a required field on one side of the integration, it's good practice to set the corresponding field on the other side to be needed as well.

JIRA does NOT correctly display rich Text Fields 

JIRA stores and displays Rich Text differently than Jama, but the connector can be configured (for self-hosted JIRA installations) to convert between these styles. See the guide for information on enabling that option. For Cloud JIRA instances, sending text to JIRA is impossible; see the same guide for instructions on disabling the Rich Text markup and sending plaintext instead.
Items are Being Created, But Certain Fields are Always or Often Missing
A mismatch in select-list values generally causes this. If the field contains a select list (Release, User, picklist, etc), please ensure that the values in each tool are precisely the same for the mapped fields. If you are mapping on a user field, the connectors will match the username (e.g.,"), not the display name ("John Doe"). If you synced an item before the lists matched and have since corrected the values in the lists, your synced item may only attempt another synchronization once a change is detected. This can be forced by either changing the item itself or its field mapping in your connector settings.
My Sync Was Working, But it Seems to Have Stopped.
A few events in Jama (such as letting your connector subscription temporarily lapse) can cause Jama to disable your sync automatically. Please ensure that you have synchronization enabled on your connector settings. There are three levels (3) at which you can enable or disable synchronization: the organization level, the project level, and the item type level. All three synchronization options must be enabled for your sync to run.
Some Fields are Synced Correctly But Clear Out the Values in Jama
Some fields in TFS, such as the History field, are composed of two components: a Rich Text Editor component for inputting data and a display component for viewing previous updates. Jama can sync these fields to the Rich Text Editor component. Still, because the editor never contains saved data, the blank value will erroneously overwrite any data entered into the synced Jama field. Given this limitation, we recommend mapping these fields using only one-way sync from Jama.
I Have Another Issue with Sync, or These Suggestions Did Not Fix My Issue
Don't hesitate to contact Jama Support for more detailed assistance.

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