Integration Troubleshooting Overview

When working with the two way integration, there could be several reasons why the connected issue status is still “pending” in PractiTest. This means that the issues’ server (whether JIRA, Redmine, Bugzilla, etc.), did not update PT (PractiTest) servers with the issue’s details.

Following are some scenarios that can cause these issues.

Page Table of Contents

Global Issues (Cloud, Server, Data center and no-plugin)

Required fields in Jira that do not appear in PractiTest modal box when reporting an issue, and an error message appears Permission Error when importing / synchronizing an existing issue / JIRA project is not shown in the settings
Credentials are wrong
Permission error occurred in JIRA when clicking on ‘Fail and Issue’ in PractiTest
‘PractiTest: Linked Results (Runs)’ section doesn’t show runs linked to bug
Connect a different Jira User

jira Server and Data Center

JIRA Server cannot connect

Jira Server and Data Center plugin up to 2.4.x

PractiTest is not updated with JIRA Issue’s status
Not all necessary screens associated with the ‘pt_id’ custom field

Jira Cloud

Create request - jira user account is not configured

Global Issues (For all Jira users)

Required fields in Jira that do not appear in PractiTest modal box when reporting an issue, and an error message appears

There could be a few different scenarios that could cause that, all based on Jira configuration. A common problem we found, is that the required field in Jira, is not defined for the Jira project the user is working on. To fix this, you should go Jira settings (In Jira, not PractiTest) - Issues field configuration - default field configuration. Find the field that is causing the issue. You will see that your project does not appear with all the screens of this field. Press Screens and tick the project you are working on. Refresh screens and you shouldn't get the error message again. In case this was not the issue - please contact our support.

Permission Error when importing / synchronizing an existing issue / JIRA project is not shown in the settings

If you cannot see your JIRA project in the settings or you can see your project but cannot report a Bug, it could be the case that not all your Projects in Jira are defined for the integration (either from start or after you defined them, someone removed them from the integration list of projects). Ask your JIRA Admin to check if your project is excluded from the integration.

It could also be the case that your PractiTest user in JIRA (addon_practitest_jira_addon) was removed from one or many of your projects.

Follow steps below to make sure that PractiTest user is part of all your JIRA groups and has access to your relevant projects:

  1. Go to Site Administration – User Management
  2. Click on “Application Access” -> on the left
  3. Choose: “PractiTest Integration Addon”
  4. Validate that the add-on has at least read access to all projects that you want to integrate) PractiTest Integration plugin2

Credentials are wrong

In some cases, when the PT servers are not updated, it means that there was an error with the submission of the credentials.

Please verify that the API TOKEN is the same as account admin page.

Don’t forget to make sure that there are no spaces before and after the keys values.

To check this connection please send our support (suppor@practitest.com) the exact time you saved the issue on your system. Please make sure to include account name and timezone. We will review our logs and check if there were any denied calls made to our servers.

Permission error occurred in JIRA when clicking on ‘Fail and Issue’ in PractiTest

When you try to report a bug in JIRA you get a permission error: “Permission error occurred in JIRA. Please validate “PractiTest Integration Add-On” user have access to requested issue.”

This error message indicates that you don’t have the permission to enter a specific project or projects in JIRA. In that case you need to ask your JIRA Admin to grant you at least a read only permission.

’PractiTest: Linked Results (Runs)’ section doesn’t show runs linked to bug

In case you reported a bug from a PractiTest run and don’t see the run within the bug in JIRA in the ‘PractiTest: Linked Results (Runs)’ section, it may happen because the JIRA project where you are reporting issue to was removed from JIRA projects integrated with PractiTest.

You need to add this project to the integrated projects and then link the bug/s where you don’t see PractiTest runs to a test run where this bug was reported from by going to the run and using the ‘link existing issue’ option.

link_existing

Connect a different Jira User

This is performed from Project - Personal Settings - Click here to change your personal information (including language): ‘Click here to login to JIRA as a different user.

Connect with a different Jira user

Jira Server and Data Center

JIRA Server cannot connect

There can be several reasons for that. Here are some common issues that may cause this:

  1. The most common reason will be if you are trying to connect more than 1 Jira Server to PractiTest. Jira Server cannot connect when PractiTest is integrated with more than one Jira server.
  2. Another reason can be that sometimes the jira server addon disconnects from PT-Proxy, for no obvious reason. To send us the logs do the following (JIRA admin only):
    • Goto Settings/Add-ons/Manage add-ons
    • Select PractiTest addon and click 'Configure' button
    • Click on 'Show Log' link
    • Copy and send us the logs
  3. Sometimes, even all users in the organization can connect to both PT servers (via web) and to their Issues’ server, this doesn’t mean that the Issues’ server has the ability to connect and update PT’s servers.

    In order to check this connection please verify with your IT Admin that your server is able to make an HTTPS PUT request to https://api.practitest.com (this uses port 443)*.

    Here’s how to validate that you can do the PUT request from linux machine:

    1. Login to the Issues’ server
    2. Run this line from the terminal:

      curl -X PUT https://api.practitest.com/api/v2/projects/1/issues/1.json

      if you receive the following response:

      {“errors”:[{“status”:401,”title”:”You should provide the developer_email as a parameter OR as the username in basic auth.”},{“status”:401,”title”:”You should provide the api_token as a parameter OR as the password in basic auth.”},{“status”:401,”title”:”Invalid api_token parameter”}]} – Your server is successfully connected.

      If you didn’t receive this answer, it probably means that the Issues’ server cannot contact PT servers.

    3. Run the line below from the terminal (look at the output or send it to us – sometimes it shows additional information regarding the connections):

      curl -IL -v https://api.practitest.com

    4. Do the same to the PT-proxy server, see if you can connect:

      curl https://proxy.practitest.com/ #validate you see 'say what?'

      * If your outgoing requests go through a proxy server(s). Either disable the proxy for https://api.practitest.com, or contact us for further instructions..

Jira Server and Data Center plugin up to 2.4.x

PractiTest is not updated with JIRA Issue’s status (pt_id is not initialized)

In order to have the two way integration working properly, all issues that should be connected to PractiTest must have the pt_id custom field pre-filled with a valid number.

To verify that this has been configured properly, please do the following:

  • Run a Test from PractiTest
  • Click “Fail and Issue” -> this should open a new tab or window in your issue management system

    Verify that:

    • You are able to see the pt_id custom field in the opened window form.
    • The pt_id must be pre-filled with an auto-generated number.

    If this is not the case, please repeat the relevant configuration stages described here

Not all necessary screens associated with the ‘pt_id’ custom field

In case your JIRA project that integrated with PractiTest has several boards or you have custom screens responsible for issue creation, you need to link the boards screens or issue creation screens to the ‘pt_id’ custom field by going to JIRA Settings – Issues – Custom Fields – pressing the ‘settings’ icon next to the ‘pt_id’ field and adding the relevant screens to the field.

Jira Cloud

Create request - jira user account is not configured

When trying to import a Jira ticket into PractiTest using the 'Add Test' option from the 'Linked Tests (Library)' section of your Jira ticket and getting the following error: "create request - jira user account is not configured", the meaning of this error is that your PractiTest user is not linked to your Jira user.

Jira user is not configured

When reporting an issue from a test run in PractiTest using the Fail & Issue option, on projects that are integrated with Jira, the linkage between your PractiTest user and your Jira user will be formed automatically.