Troubleshooting Guide for Getint Users
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Navigate to the Reporting page.
Select the Synced Items tab.
Click EXPORT SUPPORT PACKAGE.
Provide the item IDs that have synchronization issues.
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.
Click the Help button on the left bottom corner of the menu.
Your instance name will be displayed in the popup window.
For example, in the image below, the instance ID is a3f4e86e2.
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.
Save the integration.
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'
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.
If using Jira Cloud:
Go to Settings and select Issues to configure the issue types.
Select the Custom Fields on the left side menu
Locate your custom field and click Associate to Screens.
On the Screens page, ensure the checkbox is selected for the project you are integrating.
Click Update.
Refresh the Getint app and check again.
Go to Analysis > Integration Threads.
When an integration is running, a STOP RUN button will appear.
Click the button to stop the run.
The run will stop after the synchronization of the current item is complete.
To set a fixed value for a field:
Add a field mapping.
Enter the fixed value into the Predefined Value field.
Click Add to create the mapping.
Filtering private comments can be done at the Comments and Attachments tab:
Open the relevant Type Mapping.
Go to the Comments & Attachments tab.
Select the criteria below:
Save the integration.
Errors during connection setup may occur due to firewalls blocking access. Examples include:
ERR_CONNECTION_RESET
Unknown hostname
Socket timeout
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.
Use Getint’s On-Premise Platform:
Host the app on a Linux machine within your network, bypassing firewall restrictions.
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.
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.
Provide a custom JQL query, such as labels = sync. Ensure the query adheres to JQL syntax. and in our article .
If the issue persists, or you are using another app, submit a for assistance.
Only public comments will sync, while private comments will be excluded. Please review our doc for more details.
Learn more about .
We recommend reviewing our guide for more details.
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 .
