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 and in our article How to Use JQL Filters for Jira Integrations.

1. Save the integration.

2. 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'

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.

1. Select the Custom Fields on the left side menu

2. Locate your custom field and click Associate to Screens.

1. On the Screens page, ensure the checkbox is selected for the project you are integrating.

1. Click Update.

2. Refresh the Getint app and check again.

If the issue persists, or you are using another app, submit a support ticket 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:

1. Save the integration.

Only public comments will sync, while private comments will be excluded. Please review our doc 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.

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 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 Help Center.