Jira Cloud and Jira Align instance not syncing

Summary

Jira and Jira Align instances are failing to sync, and changes made in either instance are not propagating. All API calls result in 401 Unauthorized errors.

Solution

Checking permissions and allowlist

• The first step would be to rule out a permission issue. Ensure that the Jira service Account has the required permissions to access the Jira Projects by referring to this article.

• It's possible to use the Jira Permission Helper to identify if the Jira Service account has all the required permissions.

• You can also rule out any authentication-related issue by checking the authentication type used in the Jira connector and suggesting an authentication method by using this article as a reference.

• After all the above checks, if the 401 error still persists, check if the Jira Connector outbound IP address is allowlisted.

  • This can be checked by navigating to admin.atlassian.com.

  • Select the respective Organization.

  • Navigate to Security > IP Allowlist.

  • Confirm if there is an allowlist exists with the Jira Connector outbound IP address.

  • Please note this can only be checked by a cloud admin.

• Once the Jira Connector outbound IP address is allowlisted, the sync between Jira and the Jira Align instance resumes.