# Troubleshooting Guide for Getint Users
### **How to Provide a Support Package for Problematic Sync Items**
1. Navigate to the **Reporting** page.
2. Select the **Synced Items** tab.
3. Click **EXPORT SUPPORT PACKAGE**.
4. Provide the item IDs that have synchronization issues.
5. Click **GENERATE**.
This will create a `.zip` file containing all the logs and data related to the problematic items. Send this file to our support team for further analysis.
### **How to Check Your Instance ID**
1. Click the **Help** button on the left bottom corner of the menu.
2. Your instance name will be displayed in the popup window.
For example, in the image below, the instance ID is `a3f4e86e2`.
### **How to Specify Issues for Synchronization**
Use the Custom Query feature to limit the scope of issues for synchronization. For each app in the integration, you can provide a query aligned with the app's REST API specification.
#### **Example for Jira:**
1. Provide a custom JQL query, such as `labels = sync`. Ensure the query adheres to JQL syntax. [Learn more about JQL here](https://www.atlassian.com/blog/jira-software/jql-the-most-flexible-way-to-search-jira-14) and in our article [How to Use JQL Filters for Jira Integrations](https://docs.getint.io/getintio-platform/workflows/how-to-use-jql-filters-for-jira-integrations).
2. Save the integration.
3. Confirm your custom JQL query is appended to the auto-generated query by reviewing logs, such as:
`[INFO ] 2024-11-25T16:46:05.945Z - [main-0-2790043-208] Prepared Jira jql: project = "JIRA" AND issuetype IN (10022,10023) AND labels = sync AND updated >= '2024/11/25 17:44'`
{% hint style="warning" %}
**Important:** Ensure the custom JQL includes criteria to match newly created items resulting from syncs. Otherwise, updates may not be picked up for re-synchronization.
{% endhint %}
### **Why Can't I See My Custom Field in the Fields List?**
If using Jira Cloud:
1. Go to **Settings** and select **Issues** to configure the issue types.
2. Select the **Custom Fields** on the left side menu
3. Locate your custom field and click **Associate to Screens**.
4. On the **Screens** page, ensure the checkbox is selected for the project you are integrating.
5. Click **Update**.
6. Refresh the **Getint** app and check again.
If the issue persists, or you are using another app, submit a [support ticket](https://getintio.atlassian.net/servicedesk/customer/portals) for assistance.
### **How to Stop a Migration Run**
1. Go to **Analysis > Integration Threads**.
2. When an integration is running, a **STOP RUN** button will appear.
3. Click the button to stop the run.
The run will stop after the synchronization of the current item is complete.
### **How to Provide a Fixed Value for a Field**
To set a fixed value for a field:
1. Add a field mapping.
2. Enter the fixed value into the **Predefined Value** field.
3. Click **Add** to create the mapping.
### **How to Exclude Private Comments from Sync**
Filtering private comments can be done at the **Comments and Attachments** tab:
1. Open the relevant **Type Mapping**.
2. Go to the **Comments & Attachments** tab.
3. Select the criteria below:
4. Save the integration.
Only public comments will sync, while private comments will be excluded. Please review our doc [How to filter comments](https://docs.getint.io/getintio-platform/workflows/items-filtering/how-to-filter-comments) for more details.
### **Troubleshooting Connections to the Jira Server/Data Center**
Errors during connection setup may occur due to firewalls blocking access. Examples include:
* `ERR_CONNECTION_RESET`
* `Unknown hostname`
* `Socket timeout`
#### **Solution Options**:
1. **Whitelist Getint’s SaaS Infrastructure**:
* Open your firewall to allow incoming requests from Getint ’s IP address on ports 443 (HTTPS) or 80 (HTTP).
* Contact our support team for the specific IP addresses.
2. **Use Getint’s On-Premise Platform**:
* Host the app on a Linux machine within your network, bypassing firewall restrictions.
* Learn more about [On-Premise Deployment](https://docs.getint.io/getting-started-with-the-platform/deployment-options/on-premise-deployment).
3. **Test with a Cloud Instance**:
* Create a temporary Jira Cloud account and test the integration with your destination app. If satisfied, purchase the On-Premise version for your production environment.
4. **Request Assistance**:
* Share the apps and versions you want to integrate, and we can create a test environment for you.
* Our team can assist with installation via remote access or guided Zoom sessions.
We recommend reviewing our guide [Troubleshooting Getint Integration Connectivity Issues](https://docs.getint.io/getintio-platform/connections/troubleshooting-getint-integration-connectivity-issues-firewall-errors) for more details.
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By following these instructions and leveraging Getint’s support resources, you can effectively address integration challenges and optimize your workflows. For more help, visit our [Help Center](https://getint.io/help-center).
