JCI Common Questions and Themes

Installation -

• I need help installing my JCI self-hosted instance for the first time
• I have a question or issue from a recent JCI installation

• Begin by reviewing the help file - https://help.jamainterchange.com/en/installing-jama-connect-interchange--self-hosted-.html
• If not, submit a support request:
  • The first troubleshooting step we will take is going through the documentation mentioned above.

Configuration/setup - 

• I need help setting up JCI for the first time
• I am asking setup questions, indicating that I never received foundational training on JCI.

Submit a Requested Solution Offering request via the Submit a Request button on the Jama Software Support Portal. 

Each new JCI purchase includes a setup/training session with a member of the Jama Software Solutions team - 

• Customers with success programs are expected to use a credit hour for this.
• Customers without success programs will be sold a one-time "Integration hub setup" package to cover this training.

Basic product questions

• How do I...
• How does the X feature work...

Check the JCI help guide 

You can search the relevant topic in the help guide.

Login/password issues for the JCI interface

• I cannot log into the JCI application
• I lost my JCI URL/username/password

Cloud -

For JCI cloud instances, default URLs and credentials can be found by contacting your Jama Software Customer Success Manager.

• Please verify that the default credentials are still valid.
• If your credentials are no longer valid, please submit a JCI support request, and we will reset them. 

Self-hosted -

For JCI self-hosted instances, the default credentials are interchange_admin / interchange_password

Connector authentication issues

• When I attempt to create a Jira Data Center or Jira Cloud Connector, I receive a message like "Unable to resolve URL" or "Credentials are incorrect."

Jira Data Center connectors - 

• For basic authentication, try logging directly into Jira Data Center using the same username and password to ensure the credentials are correct.
• Please ensure no leading or trailing spaces when pasting the URL and credentials into the Connector window.
• In the URL field, try removing the extra / from the end of the URL

Jira Cloud connectors - 

• Please ensure no leading or trailing spaces exist in the pasted URL, username, or API token.
• For the username, please make sure you enter the full email address of the user (e.g., username@jamasoftware.com, not just username). 
• Please ensure you are logged in to Jira as the correct user when generating the API token.

Self-hosted connectors - 

• Suppose you can successfully connect when the Verify SSL option is unchecked, but receive a "Unable to resolve URL" error when it is enabled. In that case, this suggests that the JCI server's certificate needs to be added to the Jama application's 'Trusted Certificates' as part of its complete PEM certificate chain.

UI Defects

• I found this buggy behavior in the interface.

Please submit a JCI support request to see if this is a known or a new issue that we will relate your company to and assign to our JCI Development Team.

Excel Functions errors

• When I test my Excel logic using only the Excel template, it works as expected. However, when I connect the same Excel template through JCI, the values do not sync as I expect.

When JCI processes an Excel template, it does not simply look at the final output or "result" cell and copy the value into Jama. Instead, JCI processes all the logic in the template itself using our 3rd party SDK, Apache POI.

As a result, sometimes there can be discrepancies between how JCI processes the logic and how Excel does. Additionally, there are some Excel functions and features that Apache POI does not support, which will cause errors to be logged in the JCI logs.

For best practices working with these nuances, review Best practices for Excel Functions integrations.