Resolve missing issues, board-rule mismatches, authorization problems, and delayed or unmapped status changes.
Start by opening the feedback’s Jira dialog. It shows linked issues, pending or failed automatic creation, and errors that need attention.
A published post has no Jira issue
Check these settings in order:
- The post’s saved board. Open the feedback and check its Board field.
- The matching rule. Open Manage Jira → Board rules and find the rule for that board.
- Automatic creation. Confirm Automatically create Jira issues is enabled and the settings were saved.
- Publication timing. The feedback must first be published after automatic creation was enabled.
- Creation status. Open Jira on the feedback to see any pending state or error.
The Todos-specific rule with automatic Jira creation enabled
For example, a rule configured only for Todos does not cover a post saved on Bugs. Verify the board in the new-post form before publishing, even if you opened the form while viewing a particular board page.
A board-specific rule takes priority over All other boards. Existing published posts are not backfilled. Drafts wait until publication; archived and replay-observed feedback are excluded from automatic creation.
If a post is already published on a board without automation, create or link an issue manually. Do not rely on moving it between boards to backfill an issue.
Userorbit asks me to reconnect Jira
The Jira authorization may no longer be valid. Open Settings → Integrations → Jira → Manage connections, click Reconnect, and complete Atlassian authorization again.
Reconnecting renews access while preserving the connection’s rules and links. You do not need to disconnect first.
An invalid refresh-token message concerns the account authorization. It does not by itself mean your Jira project permissions are wrong. Conversely, a genuine Jira permissions error can still require changes to the connected account’s project access.
After reconnecting, recheck the feedback’s Jira dialog. Do not assume every earlier failed creation was retried automatically. Search Jira before creating another issue; if the issue already exists, link it manually.
A project or issue is missing
Confirm that you selected the correct Jira site and that the connected account can access the project or issue in Jira. Then check Available projects in Userorbit.
Jira site, default project, issue type, and available-project controls
If any projects are checked, only those projects are allowed through the integration. Leave every project unchecked to allow all accessible projects. The default project and every board rule must use an allowed project.
Status changes are not appearing
- Confirm the feedback is linked to the intended Jira issue.
- Check the rule for its saved board.
- Confirm Status sync allows changes in the direction you need.
- Check the exact status mapping. Not synced statuses remain unchanged.
- Allow approximately five minutes for incoming Jira changes.
- Open Jira and inspect any sync error. Use Refresh status to check immediately.
A linked Jira issue with Refresh status, Update from feedback, and Unlink actions
The connected Jira account must be allowed to make the required workflow transition. Archived feedback is not changed automatically. Jira Done does not automatically complete replay-observed feedback.
See Sync feedback and Jira statuses for direction and mapping examples.
Jira requires another field
Userorbit sends the issue summary, description, project, and issue type. If Jira requires an additional custom field, create the issue in Jira and link it in Userorbit, or ask your Jira administrator to adjust the project requirements.
Creation is still being checked
Wait while Userorbit checks Jira for an issue that may already have been created. If an error asks you to inspect Jira, search for the issue and link it if it exists. Avoid creating another issue before checking the first result.
Frequently asked questions
Does enabling automation export all existing feedback?
No. Automatic creation applies to eligible newly published feedback after the rule is enabled. Use the manual workflow for older posts.
Does the integration assign Jira issues automatically?
Userorbit does not mirror or map assignees. Jira’s own project defaults and assignment rules may apply to a created issue.
Are comments and every field synchronized?
No. Configured statuses synchronize automatically. Update from feedback sends the title and description manually. General assignee, priority, comment, and custom-field changes are not mirrored.
Why didn’t a subscriber receive an email?
Check Notify subscribers when Jira changes the feedback status on the matching rule. When enabled, notifications still follow normal subscriber eligibility and delivery rules. This does not email every workspace user. Imported drafts do not send customer notifications.
Is imported feedback visible to customers immediately?
No. It is imported as an unpublished draft for review. Publish it through the normal feedback workflow when ready.
Will unlinking or disconnecting delete the Jira issue?
No. Both remove local associations while leaving Jira issues intact.
Why can’t I generate a pairing code for the Jira panel?
If Userorbit says the Jira app is not configured, the separate Userorbit Jira app has not been enabled for your installation. Ask your administrator about its availability. The OAuth connection alone does not install the panel, and the regular Jira workflows can be used without it.