When I try to update Jira status on Freshdesk, it doesn't reflect on Jira. Why?
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Created by: Fawzia Aleem
Modified on: Tue, 18 Jun, 2024 at 5:12 PM
- Check if the Status in Freshdesk is mapped to the correct status in a Jira project.
- When the GET call is made to Jira for fetching the status, Jira responds with the status of all the projects. There could be multiple Jira statuses called "To Do" which belong to different projects in Jira. But to sync the status, the correct Project Status has to be mapped inside Freshdesk.
- Check the workflow diagram of the project by navigating to Jira > Projects -> Project settings -> Workflows. A Jira workflow is a set of statuses and transitions that an issue moves through during its lifecycle. If the workflow is configured in such a way that an issue can only be transitioned from Open to In progress state but in Freshdesk the ticket is moved from Open to Resolved, then the sync will fail.
- Check if the Admins API key used for integration has permission to transition the status from A to B.
- The troubleshooting for priority syncs is the same as the status.
Fawzia is the author of this solution article.
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