Freshdesk & Jira integration

[Klaudia Ambroziak]

We are experiencing an issue with the Freshdesk–Jira integration. When Freshdesk attempts to create or update an issue in Jira, the request fails with a 500 Internal Server Error coming from Jira’s side.

Freshdesk support has investigated and confirmed that the error originates from Jira. They have advised us to contact Atlassian Support directly. Any idea what is going wrong?

Thanks

[Klaudia Ambroziak]

Thanks everyone for the suggestions. I managed to schedule a call with Atlassian Support and it's solved now. In the future, if someone is having similar problem, use Atlassian Jira Plus add on, not Jira, and it should work. It did for me :)

[Diana_Architect_ZigiWave]

@Klaudia Ambroziak , hi. Totally get how frustrating that is. A 500 from Jira means the request reached Jira but something blew up on their side. Usual suspects: a required field is missing/invalid, a workflow validator is blocking it, the integration user lacks permissions, or an app/custom field is misbehaving. Quick wins: check Jira logs at the exact error time, capture the JSON payload Freshdesk sends, and try the same call in Postman/cURL. With those three things, Atlassian Support can zero in fast.

[Javier Pozuelo -Exalate-]

Hi @Klaudia Ambroziak I'm the community manager at Exalate.

The 500 error definitely points to something deeper on Jira’s side, so checking logs is the way to go. Since you’re on Jira Cloud, only Atlassian Support can access those logs.

Atlassian support access does depend on your plan. If your site is on the Free plan, then you won’t be able to raise a support ticket directly (support is only via community and docs). But if you’re on Standard, Premium, or Enterprise, then site admins can raise tickets with Atlassian Support.

So if you’re on Standard, you should still be able to get Atlassian Support involved, but you’ll need to be a site admin to do so. If you’re not an admin yourself, I’d recommend reaching out to one in your org to file the ticket.

[Benjamin]

Hi @Klaudia Ambroziak ,

Welcome. Difficult to tell exactly what's the issue without clues from the log. Since you are on the cloud platform, it is best to directly contact Atlassian Support to investigate the logs to identify the source of the problem. 

A couple things to look at in the mean time:

1. Check if the user you are using for the integration works. Are you able to login or access any api endpoints with that user?

2. The fields which you are updating are entering exist on the jira ticket and mapped correctly.

Those are usually the comments culprits to Jira erroring when integrating assuming that Freshdesk API call is in the correct format. 

-Ben

[Klaudia Ambroziak]

Hi @Benjamin and thank you for your reply! 

I've double checked everything from my end and it seems fine but what I found out is that you need to have a Premium or Enterprise license to do this integration, is that right?

I have a standard plan but I can't seem to find a way to contact Atlassian Support directly, do you know how to do it?

Thank you in advance!