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Jira For Ticket 401 error

Hello

There is bug in the integration,

Sometimes tickets fail creating with Unauthorized error from jira 

It seems the intercom is using a wrong/expired header token while sending request to jira 

I attached here the screenshots 

 

15 replies

Nathan Sudds
Rank
Userlevel 5
Badge +4

@SinaM Is this something you've just seen in the last few days or has it happened before in the past?

 

I'm asking because if you check out Jira's status page they have a few alerts from the 4th - 7th that mention problems creating issues. 

 

I'm wondering if that could be related to what you are seeing?

 

Nathan Sudds, Intercom Consultant | activelabs.ca | Book a free call: cal.com/nathansudds/intercom
S

Its been a month there 
since we started using workflows and jira integeration 

 

bernice
Userlevel 4
Badge +4

Hey @SinaM - I’ve passed this information over to the team via a conversation and added your issue to an open bug we’re looking into at the moment. Updates to follow via the Messenger 💬

Bernice | Customer Support Engineer
S

Hi, I’m having this same issue.

It seems like when you install the app (Jira for Tickets on Intercom) for the first time it works fine but eventually the token expires and it is never refreshed. 

aykut.aydin
Userlevel 3
Badge +3

Hey @Santiago Alsua 

 

I see that you were in contact with my teammate Sara. How did it go with that?

 

Are you still experiencing the same issue? If so, please feel free to reply to us in the same conversation you have with Sara.

 

Thanks!

Ayk | Support Engineer at Intercom
K

Hi there - We also experienced the same issue when we installed the Jira for Tickets app. Jira issues would be successfully created and then suddenly, they wouldn’t and we’d see that 3rd party authorization error. Is there any sort of timeline for when this bug will be looked at? My team has had to pause using this app, as it created a lot of redundancy in ticketing process because the jira issue creation would fail and all they could do was create a new ticket and hope it worked.

aykut.aydin
Userlevel 3
Badge +3

Hey @khp,

 

Checking the issue report, I see that it is still being worked on. I have just forwarded your message to the support engineering team, and you will receive an update via email from us when the issue is resolved.

 

Thanks!

Ayk | Support Engineer at Intercom
D

Hey Ayk,

 

how about the status? We receive this error on a daily basis and it makes working with it a pain…

 

Best

Daniel

aykut.aydin
Userlevel 3
Badge +3

Hey @Daniel Winklhammer

I have just followed up with the product team regarding a status update on this issue now. You will hear back from our team when we receive any update via email.

We will also post here once this issue is resolved. 👍

Ayk | Support Engineer at Intercom
D

We are having the same issue. 

 

aykut.aydin
Userlevel 3
Badge +3

Hey @SinaM @Santiago Alsua @khp @Daniel Winklhammer @Daniel Little 

 

Thanks again for reporting this issue! We have received an update from our product team, and it looks like they have fixed the issue.

 

Could you please check it on your end, and let us know how it goes? If you are still seeing new occurrences (from today) let us know, and I can check with them again.

Ayk | Support Engineer at Intercom
J

Hi, I just encountered this today:
 

Jira’s status page shows fully operational from what I can tell. Conversation ID for investigative reference: 10162.

C
Userlevel 3
Badge +4

Hi @Jonathan Lin -- Cam from the Support Engineering team jumping in here for my teammate Ayk. 

It looks like you opened a chat on this over in Messenger and have since seen this issue appear to resolve itself 👍 As Jorge mentioned in that chat, it looks like this error may have been a one-time blip with Jira, but if you see if occur again please do let us know. 

Support Engineer || Intercom
J

Thanks for the follow-up, Cameron!

P

Good morning, the same error is happening to me, from one moment to another I got the “unauthorized” error, I had created a ticket half a day ago and then I tried to create another one and it generated the error, since then I have not been able to create more tickets.

 

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