Office Timeline : Unable to Import Projects/Boards from Jira – Connection Error

[Anthony Pascucci]

Since last week, I’ve been unable to import Projects or Boards from Jira. The feature used to work fine before. When attempting the import, I receive the following error message:

"Sorry, something went wrong. We’re having trouble reaching Jira."

I already tried clicking Retry, but the issue persists.

Steps to Reproduce:

1. Go to [application/system where import is performed].

2. Select the option to import a Project/Board from Jira.

3. Observe the error message.

Expected Behavior:
The import process should connect to Jira successfully and allow me to select the project or board, then apply filters, map columns to ultimately build a visual Timeline.

Actual Behavior:
The system shows a connection error and does not proceed with the import.

Impact:

• I cannot synchronize Jira projects/boards into the platform.

• Reporting and tracking activities are impacted since imports are blocked.

Troubleshooting Tried:

• Retried multiple times on different days.

• Confirmed I have internet access and can log in to Jira directly.

• Tested in different browsers (if applicable).

Request:
Could you please investigate why the Jira integration is failing and advise on next steps?

[Sebastian Krzewiński · Accepted solution]

Hi @Anthony Pascucci 

This is something that Atlassian support (support.atlassian.com) should see and solved. I requested for Atlassian support assistance here.

Regards,
Seba

[Lance Gibson]

Is there a place where we can see updates on this issue? It seems I am also experiencing this issue as of today which had worked previously a few days ago. 

[Tomislav Tobijas]

Hi @Anthony Pascucci ,

What exactly are you trying to import? Jira items (e.g., via CSV) or something else? Or are you maybe using some third-party app and trying to import data to it?

Are other users experiencing the same thing?

I mean, from the error message, you can hardly get a direction on what to try next. Like, the best bet when debugging stuff (especially system errors) is to reach out to Atlassian Support (note: you need to be Jira admin) and grant them access to your instance so they can see what's going on in the background. 👀

Cheers,
Tobi

[Anthony Pascucci]

From PowerPoint add-in, you can select to Import from Jira, simplified compared to Excel import, and it was working quite fine until now.
Colleagues are having the same issue, and a case has been registered to Atlassian Support - as it could be related to them.

[Tomislav Tobijas]

Oh, I think I got it now @Anthony Pascucci. We're talking about this https://www.officetimeline.com/integrations/jira, correct?

If so, you can probably reach out to vendors directly via their support channels: https://support.officetimeline.com/. I believe you'll have to chat with the bot first until it redirects you to an agent or until it raises a ticket.

I've never used this, but it looks interesting 👀