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

PractiTest is not updated with JIRA Issue’s status
Permission Error when importing / synchronizing an existing issue / JIRA project is not shown in the settings
JIRA Server cannot connect (irrelevant for JIRA Cloud users)
Credentials are wrong
Permission error occurred in JIRA when clicking on ‘Fail and Issue’ in PractiTest
JIRA Server ONLY: An Error connecting to the server / JIRA Connection Failed -> send us the logs
‘PractiTest: Linked Results (Runs)’ section doesn’t show runs linked to bug
Not all necessary screens associated with the ‘pt_id’ custom field

1. 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:  

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

 

If this is not the case, please go back to the specific integration documentation and review how to perform this operation.

2. 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. You can read about it here

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

3. JIRA Server cannot connect (Irrelevant for JIRA Cloud users)

 

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.

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

    1. 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

      1. 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..

      4. Credentials are wrong

      In some cases, when the PT servers are not updates, 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.

      5. 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 ask your JIRA Admin to grant you at least a read only permission.

      6. JIRA Server ONLY: An Error connecting to the server / JIRA Connection Failed

      Sometimes the jira server addon disconnects from PT-Proxy, for no obvious reason. To send us the logs do the following (JIRA admin only):

      1. Go to your System Administration
      2. Choose Logging & Profiling
      3. Search for the section called Default Loggers and press the link to “Configure logging level for another package.”
      4. Choose Package name: com.practitest.jira.plugins
      5. Send us the relevant logs

      7.’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

      8. 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.

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