Jira Cloud integration stops working after setup

Ben Pemstein Ben Pemstein
· Updated

The Jira Cloud integration appears enabled in settings but stops syncing key results to 15Five.

Diagnose

Check: No key result was linked to a Jira issue within 90 days of setup

  • How to check: Review the date the integration was enabled. Confirm whether any team member linked a key result to a Jira issue within 90 days of that date.
  • If true: The authorization token has gone stale. Jira invalidates refresh tokens that are never exercised within that window. Proceed to Fix.
  • If not: The stale-token cause is unlikely. See Not Covered Here below.

Fix

  1. Navigate to Settings using the gear icon in the bottom-left corner.
  2. Select Integrations from the dropdown menu.
  3. Locate Jira Cloud and remove the integration.
  4. Click Enable to the right of the Jira Cloud option.
  5. Click Set up Jira Cloud Integration.
  6. Log into your Atlassian account when redirected.
  7. Click Accept to reauthorize the integration.
  8. Link at least one key result to a Jira issue immediately after setup.

What Resolution Looks Like

Key results linked to Jira issues update in 15Five at the next hourly sync. The Jira Cloud Integration settings page shows the integration as active with no error state.

If It Still Fails

Contact 15Five Support. Include the following diagnostic information:

  • Date the integration was originally enabled
  • Date the integration was re-enabled
  • Name of the key result linked to a Jira issue after re-enabling
  • Any error message visible on the Jira Cloud Integration settings page

Not Covered Here

This article covers only stale authorization tokens. It does not cover Atlassian permission errors, network connectivity issues, or key result sync failures unrelated to token expiration.

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