Troubleshooting
The guidelines below cover general cases where an Issue Tracker integration is not working and what may help to remedy it. For help with a specific tool, please refer to its documentation, or reach out to the SD Elements support team.
Cannot connect to the Issue Tracker server
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SD Elements can only connect to the Issue Tracker server through a proxy:
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Configure the server to support the proxy.
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The Issue Tracker server is installed in a custom location
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Configure the Context Root setting for the correct value.
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HTTPS certificate validation fails
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Uncheck the Enforce Certificate Validation option.
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This option should not be unchecked in production contexts.
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Install the signing certificate on the SD Elements server.
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The organization rewrites the certificates used in SSL/TLS connections.
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Add the organization signing CA certificate to the SD Elements server.
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There is no access to the Issue Tracker server
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"No route to host" is a typical indication.
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Work with support teams to facilitate a solution.
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It may indicate a DNS or connectivity issue.
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A firewall or IPS may be blocking the traffic
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Request an exemption for the traffic from the SD Elements server to the Issue Tracker server.
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The connection is typically HTTPS, which uses TCP and port 443.
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Consider using the Remote Integration Agent if SD Elements cannot directly access the Issue Tracker server.
Cannot create issue/task in Issue Tracker project
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The user doesn’t have sufficient permission to create issues
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Update the permission of the user in the Issue Tracker.
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Update the connector with a new username/password or token that has the needed permissions.
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Required fields are missing values
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Update the Custom Field Mapping configuration with the required fields.
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The priority value is not set correctly
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Update the Custom Priority Mapping configuration to match the project’s requirements.
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The Issue Type is incorrect
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Confirm the type of issue in the sync configuration is valid for the Issue Tracker project.
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Timeout
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The latency between SD Elements and the Issue Tracker server is too high
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Investigate whether a proxy is slowing down the connection.
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Extend the integration timeout from 10 minutes (default) to a larger amount.
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Modify the Tasks to synchronize configuration so that fewer tasks are in scope for synchronization.
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HTTP Errors
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Error 5xx (for example: "HTTP Error 500")
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An unexpected error occured on the Issue Tracker server. Contact the Issue Tracker server support team for help.
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An unexpected error may have occured on an upstream proxy (if applicable). Contact the proxy support team for help.
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Error 4xx
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"HTTP Error 400": The version of the Issue Tracker may not be compatible. Reach out to SD Elements support about this issue.
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"HTTP Error 401": The connection user is not valid or has an incorrect password.
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"HTTP Error 403": The connection user may have insufficient permissions.
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"HTTP Error 404": The Issue Tracker server connection details may be incorrect. Check the domain name, port, and context root details of the server.
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