Jira Integration Troubleshooting Guide
Last updated: June 4, 2026
Use this guide when something isn't working with the Noibu-Jira integration. Errors are split into two sections depending on when they occur: during initial setup, or after the integration is already running.
If you can't find your error here, contact support@noibu.com or your CSM.
Setup errors
These errors occur when configuring the integration for the first time in Domains > Integrations.
Error: "You do not have permission to create WebHook"
What it means
The Jira account being used doesn't have sufficient permissions to create webhooks. Noibu creates a webhook automatically during setup, which requires the Administer Jira global permission.
How to fix it
In Jira, go to Administration > System > Global Permissions.
Confirm the account has the Administer Jira permission. If it doesn't, either grant it or switch to an account that already has it.
Re-enter the credentials in Noibu and try again.
If your company restricts Jira Admin permissions (for example, if Jira is managed by a parent company), use the manual webhook setup as an alternative.
Error: "Client must be authenticated to access this resource"
What it means
Noibu couldn't authenticate with Jira using the credentials provided. Common causes include a wrong email or API token, an expired token, or the account lacking API access.
How to fix it
Double-check the email and API token entered in Noibu match the Jira Admin account exactly.
Make sure the API token is a Personal API Token (not an Atlassian API Key), generated from Atlassian's token management page.
If the token was recently rotated or revoked, generate a new one and update it in Noibu.
Verify the account has these permissions in Jira: Browse Projects, Create Issues, Manage Webhooks, and Administer Jira.
If your company uses IP allowlisting, confirm that Noibu's servers are whitelisted.
You can also test credentials directly:
bash
curl -u your@email.com:your_api_token \ -X GET "https://your-domain.atlassian.net/rest/api/3/project"A 401 response confirms the credentials or permissions are incorrect.
Error: Domain URL causes a 404 or connection failure
What it means
The Jira domain was entered with a path appended (e.g., /jira), which makes the URL invalid.
How to fix it
When entering your Jira domain in Noibu, use only the hostname. Do not include anything after .net.
✅ Correct | ❌ Incorrect |
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Remove the path, update the domain field in Domains > Integrations, and try connecting again.
Syncing errors
These errors occur after the integration is set up, when trying to sync a Noibu issue to Jira.
Error: Issue won't sync because of mandatory custom fields
What it means
The Jira project has one or more custom fields marked as mandatory. Noibu can only pass a fixed set of fields when creating a ticket, so it can't satisfy custom mandatory fields and the sync fails.
How to fix it
In Jira, find the custom field(s) causing the error and change them from required to optional. Once done, retry syncing the issue from Noibu.
If the field needs to stay mandatory, use the Custom Field ID and Custom Field Value settings in Noibu's Jira Project Setup to pre-fill it with a default value. See the Jira Integration setup guide for details.
Error: Issues stuck in "queued for creation" after a failed sync
What it means
After a sync failure, Noibu marks the issue as queued. If the underlying problem gets fixed without clearing the queued state, the issue won't automatically retry and stays stuck.
How to fix it
Unsync the affected issue in Noibu (open the issue and remove the Jira sync).
Fix the underlying problem that caused the original failure (see other errors in this guide).
Re-sync the issue manually from Noibu.
If multiple issues are stuck, contact support@noibu.com and the team can clear the queue on the backend.
Error: "You do not have permission to create issues in this project"
What it means
This is a post-setup error, separate from the webhook creation permission error above. The Jira account can connect to Jira but doesn't have Create Issues permission in the specific project being synced to. This usually happens after a permission change or project restructuring in Jira.
How to fix it
In Jira, go to the affected project's Settings > People or check Project Roles.
Confirm the account used for the Noibu integration has the Create Issues permission in that project.
If the project's permission scheme was recently changed, re-add the account to the appropriate role.
Once permissions are restored, retry syncing from Noibu.
Error: Integration stopped working after an employee left the company
What it means
If the Jira account used to set up the integration belonged to someone who has since left, their account was likely deactivated. Deactivated accounts return a 401 error and the integration silently stops working. This is different from an expired API token — the fix requires full reconfiguration, not just generating a new token.
How to fix it
In Noibu, go to Domains > [your domain] > Integrations and disconnect the existing Jira integration.
Create a new Jira Admin account (or use an existing one) to own the integration going forward.
Generate a new Personal API Token for the new account.
Re-enter the new credentials in Noibu and reconnect.
Tip: Use a shared service account (e.g., noibu-integration@yourcompany.com) rather than a personal account. This way the integration won't break when team members leave.
Still not working?
If none of the above resolves the issue, the credential verification steps in the setup guide can help narrow down whether the problem is with authentication, permissions, or something else.
You can also reach out to support@noibu.com with the error message you're seeing and we'll take a look.