"Update issue" can't load issue properties. Jira Integration Service

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A few days ago I tried to update jira issue using Integration Service. I used it before and it worked well, but now I can’t get dropdown and select issue to load properties. I tried to reconnect my integration, checked all permissions, but everything looks fine, some activities like “Update issue status” shows all dropdowns and I can use it as well.

Also I deleted cashe and tried another PC and got the same issue. Package downgrading does not help too.

I use the lastest package 1.17.0 and studio 2024.10.16.

If anyone has encountered this issue, please share your exerience on how to deal with it or maybe how to load properties without jira issue selecting

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Hello @Yelyzaveta_Lopushanska,

Quick Fix for Jira Integration Issue:

  1. Check Jira Permissions – Ensure the bot account has ‘Browse Projects’, ‘Edit Issues’, and access to all required fields.
  2. Recreate Connection – In ‘Automation Cloud’ → ‘Integration Service’, disconnect and create a new Jira connection using an API token.
  3. Manual Field Entry – If dropdowns don’t load, type field keys manually (e.g., customfield_10023).
  4. Downgrade Package – Switch to a stable version like 1.16.0 in Manage Packages.
  5. Clear Cache – Delete:

%localappdata%\UiPath
%userprofile%.nuget\packages\

  1. If still broken, collect logs and open a UiPath support ticket.
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Hi!
Thank you for quik response.
I’ve already tried everything you suggested, except for manually entering the fields, I can’t find a button that would open the properties for me.

Update issue problem properties
Update issue problem properties1155×855 26.5 KB

We exclude access issues, since some activities work properly with the same jira issues and pull up all the necessary dropdowns. Additionally, the admin and I have checked everything we could on our side.

There is also a ticket, but we haven’t been able to find a solution in a few days so I decided to create a topic here to.

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Hey Liza,

Nice to see you here!

I encountered this issue in the past in a project we worked together on a few years ago that was using Service Now.

Basically, this activity card is, in the background, trying to connect to JIRA to read certain tables etc in order to try to load the properties that are available on an issue since they are dynamic and custom properties can be added.

The issue is most likely that the API calls to do that are failing, the normal activities still work cause the API calls that update the ticket are different and still work.

Tricky part now is to determine if the API changed, or the permissions changed, and alot of the integration service activities are not great at logging or showing the stuff its doing.

I can suggest two routes to diagnose it, both require sniffing the network traffic as the activity card loads.

Doing this is studio is pretty annoying, you have to download a tool like Fiddler or Wireshark, but you have to do some extra steps to accept certificates or something to allow it to see the API calls that UiPath Studio makes. If you do this though you can then load your project, and the activity card for the JIRA ticket, intercept the API calls it makes to JIRA via the integration service and see if you get bad responses, it can usually help narrow down the issue.

The other suggestion is basically the same, but easier, and thats to do it in Studio Web using the developer tools in Chrome to capture all the network traffic and hopefully see the same. However I dont know if this will work, I havent tested it myself and when I had to do the same type of debugging in the past I did it with Fiddler.

If you do try the Studio Web approach and it works please do share :slight_smile:

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Hi Jon,
I’m soo glad to see you)

Thanks for the advice. I tried using this activity in Studio Web and it behaves similarly to the desktop version, so I can try to get data from there. For security reasons, Fiddler is not desirable for me, so this will be a last resort.

I know about the deprecation of the GET request on the Atlassian side, which roughly coincides with the appearance of problems in my projects, but I’m a little surprised that there are no such fresh topics in the community and some activities continue to work even with this, so I’m not entirely sure what the reason is

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I have a JIRA instance I can experiment with, give me a few minutes to see if I can make a connection and see if I get similar behaviour.

Edit, mine looks similar to yours, and all my dropdowns are loading, but I think I slightly misunderstood your issue.

I think I see the problem. We have an ‘Update Issue’ activity, but then it gives you no options for updating that activity :upside_down_face:
I’ll run Fiddler and see if I see anything, but this looks like a global issue, not local to you.

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Ooof, this is a nasty one.

So the Create Issue works totally fine for me and loads the properties.
Update Issue has simply been broken. Damn. I think the UiPath Integration Service Developers did an update and just broke it.

Let me see if I can raise the alarm with the Integration Service Product Team.
Any other activities in the JIRA pack you know that broke Liza?

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@Jon_Smith

looks like a related one if you are escalating

@Asanka

cheers

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Thank you very much!

Yes, I also found Update Issue Assignee with the same problem

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Nice one Anil, I’ll mention that Service Now was perhaps also affected. Its perhaps a thing they broke on the certain types of activity cards that affects many services. The one that still worked did seem to have a different design so was maybe unaffected.

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On it Liza, I’ll get it directly to the product team asap, just finding another MVP in the same channels as them (I am AI And IDP this year) so getting them to pass the message on.

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Thank you very much Jon! You are the best, I was lucky to work with you :heart_hands:

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@Yelyzaveta_Lopushanska

Quick update, I have the product team on it. Its been tricky to reproduce as it is actually inconsistent, we’ve determined not every issue type is affected as some do actually load correctly, whilst others don’t.

On my JIRA I couldnt find any that load, but on the UiPath JIRA we have one where some load but others don’t. Now we can get them to reproduce the issue consistently they can hopefully work on a fix asap.

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Following for updates, facing same issue.

Did anyone work with HTTP request? Similar updates should be possible using that approach as well. Please correct me if I a wrong.

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Hi, @SnehajitDas
Yes, Atlassian has API and this can be used instead of Jira Integration Service. And I’ll do it if there are no other options left. However, since this tool exists, untill recently it was ok and I already managed to write some processes with it, I wouldn’t want to throw it away, complicate the code and future support

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Yeah, even I am going to make http call instead if this does not work within a week

@Jon_Smith - Could you please update here once there is any info on the fix bu UiPath?

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@SnehajitDas good timing for you to ask, I got a message about 90 minutes ago telling me they have found the issue and fixing it in staging, so its on its way to Production.

I am not sure when it’ll then get pushed to prod, I’ll see if they can give a rough ETA.

2 Likes
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@Jon_Smith
Hi, Jon!
This is not directly related to the topic of this post, but I have no one else to ask and I hope you can help me with this. We recently had a case with a user who had the new Jira interface (Jira labs) enabled and this was creating a problem for the v2.0 API, which underlies the Jira Integration Service in UiPath.

image
image1280×443 50 KB

The text fields of the tasks (descriptions, summaries, etc.) look different and the request generates a 400 error. On October 7, this interface will become the main one and for many automations (not only RPA) changes will be required. Having experience with the current issue, I am afraid that the Jira integration will suffer again. Is there any information from UiPath about this?

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I have not been aware of this labs thing, but the Product Manager from UiPath did indeed tell me he thinks the issues you faced were related to them trying to update the connector based on the deprecated APIs and I guess something went wrong there.

I dont have further info than that.

If you share abit more context I’ll raise it to them?
Is it that the API calls fail when this user account is used, showing its linked to this Labs thing on their profile?

Or is the labs thing somehow connected to a JIRA project? Sorry I have low context on this feature as I am usually a pretty basic JIRA user so dont know this feature or the APIs in the level of detail you do.

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Thanks for the quick answer!
Sure. An error occurred while attempting to query the Orchestrator from Jira. The Jira administrator and I found out that a slightly different payload came from the user who was trying to initiate the automation, which had a description as nested JSON:

"SpecificContent":{
"TaskId":"value_TaskId",
"AssigneeId":"value_AssigneeId",
"ReporterId":"value_ReporterId",
"CustomField":"value",
"Description":
     {
     "type":"doc",
     "version":1,
     "content":[
          {
          "type":"orderedList",
          "content":[
                {
                "type":"listItem",
                "content":[
                     {
                     "type":"paragraph",
                     "content":[
                          {
                          "text":"\u0412...

This user had Jira Lab enabled in his account settings. The problem went away when he disabled this feature.
https://your_company_name.atlassian.net/jira/settings/personal/general

I’m also not a very advanced Jira user, but if I understand correctly the question is related to this update including

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