Troubleshooting common issues with using Jira Integration+

David Rabkin Updated by David Rabkin

Learn how to troubleshoot common issues with Jira Integration+ in Microsoft Teams.

We recommend using the Microsoft Teams web application. The native app tends to have more issues, and it is easier to clear the cache in the browser.
Most issues are related to users not having enough permissions in Jira or in Teams.

Trouble shoot common issues relating to installation using this guide.

Teams is acting strangely

  • Use the web application. The native app tends to have more issues than the web application.
  • Clear your cache. Clearing your cache fixes many issues.
    • Native app: follow this guide.
    • Browser: hold shift and click reload.
  • Log out of Teams and log back in to Teams. This fixes many issues.
  • Make sure you are signed into the correct Microsoft account. Microsoft Teams can support a single work or school account at a time. Sign out of all other work or school accounts.
  • Uninstall and reinstall the app.
  1. Hold control and click on the app icon in the left column
  2. Click uninstall
  3. Click the uninstall button
  4. Reinstall the app

I am no longer receiving notifications

We recommend using public channels for connectors. Microsoft doesn't officially support connectors in private channels.
Make sure the app is still installed. You can access it by clicking on chat account is fully connected.

  • If you don't see it, click this filter
  • Search for "Jira Integration+"
  • If you do not see it, you need to install the app. Follow this guide.
Make sure your account is fully connected.
  1. Type status in chat with the bot.
  2. If your bot is connected to an organizational Jira, you will see the URL of the Jira it is connected to. If you don't see a Jira URL, it isn't connected to a Jira.

You may need to sign into Microsoft in the app or re-allow your Jira user account to work with Jira Integration+.

  1. Type status in chat with the bot.
Check on the connector
  1. Right click the channel with the connector.
  2. Find the Jira Integration+ app (using search or scrolling down) and click on it.
  3. Click Configured
    If you don't see anything here, you may be in the wrong channel or team. Or someone may have deleted the connector that delivered the notifications. You can create a new one by clicking Configure.
  4. Click the drop down to the right of the app
  5. Click Manage next to the connector you want to check.
  6. Check the settings.
  7. Click save if you have made any changes or cancel to exit without saving.

The bot is not responding

  • Make sure the bot is installed in the team where you are trying to use it. You might have the tag for the bot available (@Jira Integration+) but the bot might not be installed into the channel. If it isn't installed, it won't respond.
  • To install the bot to the channel, follow this guide.
  • Uninstall the app in your Teams app and reinstall it.
  • Disconnect the bot from your organizational Jira, uninstall it, and reconnect it
Make sure you have administrative permissions in Jira to do this. We also recommend you have admin permissions in Teams (if you don't a Teams admin will have to approve on behalf of your organization before you can use the app).

I'm still having issues

  1. Make sure the app was installed and set up properly. Follow this guide to install the app to Jira cloud and this guide to troubleshoot.
  2. Contact us if you need any additional support. Click the link at the top of this page and fill out the form, go to https://www.nextup.ai/ and reach out in the chat, or (for a slightly slower response) email product@nextup.ai.

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