Aha! Roadmaps | User errors

In most cases, once you save your Jira integration configuration in Aha! Roadmaps, you are ready to go — no further configuration needed.

In case you do run into trouble, we have gathered some of the most common issues with account user errors here, along with recommended solutions.

Note: The best place to start in most of these situations is the integration log messages for your configuration. Those messages will help diagnose and solve the problem.

Click any of the following links to skip ahead:

Jira assignee does not match Aha! Roadmaps user

Symptom

You assign an Aha! Roadmaps record to a user, but when you view that record in Jira, the record is unassigned.

Explanation

Aha! Roadmaps uses email addresses to match Aha! Roadmaps users to their equivalent Jira users. If Aha! Roadmaps cannot see a Jira user's email address (via the integration webhook or the API), it will but unable to sync updates for that user, and will display an error message instead.

There are a few common reasons why this situation happens:

  • The Aha! Roadmaps and Jira user's emails do not match

  • The integration run as user does not have appropriate user permissions

  • Email addresses are hidden in your Jira account

  • The user's email address is hidden (in compliance with GDPR restrictions)

Resolution

Let's take these issues one at a time.

Solution 1: Email mismatch

Whenever you run into an issue where an assignee is set in Aha! Roadmaps but does not properly get set in Jira, the first thing you should check is that the email addresses are matches.

The Jira API relies on an email address map when setting users, either as an issue assignee or the issue reporter. The assignee or reporter fields must be on the Create issue and Edit issue screens for Aha! Roadmaps to actually write these values.

Note: The integration will use the user's full name if Jira is configured to not show email addresses.

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Solution 2: Jira user permissions

Email address matching is what causes the majority of problems here. However, sometimes the email addresses do match but the reporter or assignee fields still do not set.

If this is the case, you want to verify that the user the Jira integration is configured to run as actually has permissions to browse users in Jira.

A user can be configured in Jira without the permission to browse other users. In that case, the integration will fail to properly set the assignee or reporter since the Run as user does not actually have any type of visibility into who the other users are in the Jira account.

To test this:

  1. Log in to Jira as the integration user and trying to assign a feature to the user in question.

  2. Or run a simple API call in your browser:

https://yourdomain.atlassian.net/rest/api/2/user/picker?query=user@domain.com
  • While logged in to Jira as the integration user, paste the above into your browser window.

  • Replace the "yourdomain.atlassian.net" part with your Jira domain for either Cloud or Server implementations.

  • Replace the user@domain.com with the email address of the user you are trying to assign the issue to.

  • Hit Enter. If your integration user has proper access, this call should generate a positive result listing out the information on the user in question.

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Solution 3: Jira email visibility

In compliance with GDPR restrictions, Atlassian has updated how to user information is passed through their API. Specifically, they no longer pass a user's email address through the webhook payload unless users specify in their profile settings that their email address can be visible to Anyone.

To make this change, the user who has the problem needs to log in to Jira and open their Profile and visibility page. Then they need to set their email address's visibility to Anyone.

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Solution 4: Hidden email addresses in Jira

You may have a situation where the user/picker?query command returns nothing for your email but does successfully return if you use your username instead. In this situation, you may have a Jira account configuration setup where all email addresses are hidden.

To resolve it, navigate to System → General and change the User email visibility setting.

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User cannot be assigned

Symptom

You try to assign an Aha! Roadmaps record to a Jira user but see an error that looks like this:

Data not accepted: assignee: User 'email@address.here' cannot be assigned issues

Explanation

This problem may occur if the same email address exists for multiple users in your Jira instance. Aha! Roadmaps uses the email address to look up the Jira user. If there are multiple users, it may get a different user account than the one you expect.

Resolution

Adjust your Aha! Roadmaps users so that there is only one user account for each email address configured in your Jira instance.

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If you get stuck, please reach out to our Customer Success team. Our team is made up entirely of product experts and responds fast.

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