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- # Jira Service Integration - 3.4 - Trouble Shooting

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  VBScript Lua

  The Jira Service Integration extension writes meaningful trace information into the server trace file, according to the trace recommendation from this blog post:

  - Don't be shy, be chatty!

  So, to figure the exact reason for the problem you need to take a look into that file. The following link explains where to find it and how to filter its content down to the call in question and call routing output only:

  - How to filter SwyxWare traces for call routing output of single call

  Once you have opened and filtered the trace file you need to search for the first trace lines written by the GSE action. Just look for these lines:

  For VBScript based call routing:

      -------> JiraService.Class_Initialize

  For Lua based call routing:

      -------> JiraServiceIntegrationClass:Create

  The following lines will contain information of all things happened, like setting the parameters and calling the Jira REST API.

  If at some point an error occurs, you will see an error message in the trace.

  If the REST API call fails, for example because you entered an invalid API Token, you will see the response body of the Jira REST API in the trace which contains usually proper information on why the request failed.

  You will also find the original response code of the web request. If everything went fine, the response code is 201, otherwise its any other number (most likely >= 400), e.g.

      nResponseCode = 401

  By taking the detailed error information from the server trace file you should be able to fix your problem.

  In case you can't get your problem fixed or have specific questions, please open your own topic in the project forum.

  By Tom Wellige

  - September 3, 2024
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