Troubleshooting Data Out

Use this page as a symptom-first index. Find the line that matches what you are seeing, follow the link, and you should be back to a working state in a few minutes.

Connection problems

Connection fails to verify

Symptom: You filled in Connection name, Host name, Email, and API Token on the Connect step, clicked Next, and the Verify step shows an error instead of "Your connection is working!".

Most likely causes:

• Wrong Host name format - the field expects the bare Atlassian site (your-company.atlassian.net), not a full URL. Strip any https:// prefix or trailing path
• Email/token mismatch - the token belongs to a different Atlassian account than the email you entered. Mint a fresh token from the exact account whose email you typed in
• Token revoked - check id.atlassian.com/manage-profile/security/api-tokens. If the token name does not appear, it has been revoked
• Atlassian site is on the wrong region or has SSO-only access - confirm in Atlassian admin that API token authentication is allowed for your site

Mint a new token, edit the connection, paste the new value into API Token, and re-step through Verify.

Authorization status reads "Needs reauthorization"

Symptom: The connection card on Data out > Connections > Jira shows a yellow Needs reauthorization badge.

Cause: The most recent run failed authentication. Almost always an expired or revoked API token, or the underlying Atlassian account losing access to all configured Jira projects.

Fix: Follow Re-authorize a connection. If a fresh token still fails Verify, the Atlassian account itself has lost project access - have a Jira admin restore it.

"I cannot find the kebab menu to edit a connection"

The kebab menu (...) sits at the right end of the connection header on the per-provider detail page (Data out > Connections > Jira), not on the provider catalog card. If you are on the catalog page (the one with Jira / ServiceNow / Asana cards) and want to edit, click the Jira card's View -> button first.

Instance problems

Test ticket does not appear in Jira

Symptom: You clicked Send test on the Test step of the Add Jira instance wizard. The wizard reports success, but no ticket appears in the configured project.

Diagnosis:

1. Open Data out > Instances, find the new instance, and check the Successful count. If it incremented to 1, Jira accepted the payload - the ticket exists somewhere
2. Confirm which project the instance writes to by clicking the instance name and reading the Data in integration field on the detail page
3. In Jira, navigate to that project and search for the test Summary text. Test tickets often land in the project's default backlog rather than its Active sprint

If Successful stayed at 0 and Failed jobs incremented, the payload was rejected - see A job failed below.

Issue type is missing from the dropdown

Symptom: On the Configure step, the Issue type dropdown does not contain the issue type you expect for the project you picked.

Cause: The Jira project's Issue scheme does not include that issue type. Issue types in Jira are scoped to schemes, and a project only sees the issue types its scheme allows.

Fix: Have a Jira admin add the issue type to the project's issue scheme in Atlassian, then reopen the wizard. The dropdown re-fetches when you re-open Configure.

Instance is Active but no tickets are being created

Symptom: Status reads Active, Last run is hours or days ago, and Successful + Failed jobs counts are not changing.

Diagnosis:

• Confirm a producer is calling the instance. In 1.0, the primary producer is the CCM Create ticket modal - if no one has clicked Create ticket on a failing control, the instance has nothing to do
• Check that the instance is Active, not Stopped. Stopped instances accept calls but return immediately without creating a Jira ticket
• Confirm CCM users see your instance in the Workflow dropdown of the Create ticket modal. If they do not, the instance may have been stopped, or they may be looking at a different workspace

Job problems

A job failed

Symptom: A job in the per-instance Jobs table on an instance's detail page shows status Failed with an Error message like Webhooks: new ..., 401, 403, or a Jira validation message.

Fix: Decode the Error message column using the table below.

Message starts with	Likely cause	Where to fix
Webhooks: new ...	The outbound webhook that backs the instance failed to execute. Almost always a transient issue or an upstream Jira project mis-configuration.	Re-check the configured Data in integration + Issue type in the Edit workflow modal. If both are valid, retry the original CCM Create ticket call.
401 / Unauthorized	The connection's API token is invalid (revoked or expired).	Re-authorize the connection.
403 / Forbidden	The Atlassian account lost permission to write to the configured Jira project.	Have a Jira admin restore project permissions for the account, or repoint the instance via Edit.
404 / not found	The configured project or issue type no longer exists.	Edit the instance and pick a current project + issue type.
Validation error referencing a field name	The Jira project requires a field that the producer did not supply.	Re-fire the CCM Create ticket call, including any required information in the Description field.

A job is stuck

Symptom: A job has been Started for several minutes without reaching a terminal state.

Diagnosis:

• Refresh the instance detail page - the row may have already completed and the UI is stale
• Check the connection status (Data out > Connections > Jira). If the connection flipped to Needs reauthorization while the job was in flight, the job will move to Failed as soon as the retry exhausts

If a job remains stuck for more than 15 minutes, contact JupiterOne support with the Job ID (the j-... value from the per-instance Jobs table) - the underlying outbound delivery may need to be cancelled manually.

CCM Create ticket problems

The Workflow dropdown is empty

Symptom: You clicked Create ticket on a failing control. The modal opens but the Workflow dropdown shows no options.

Cause: There are no Active Jira instances in the workspace. Either none have been created, or every existing instance has been Stopped.

Fix (admin): Click the Go to connections CTA in the modal's empty state, follow Configure a Jira connection, and create at least one instance.

Fix (non-admin): The modal's empty state reads "Ask an admin to set up a data-out ticketing workflow." - flag a workspace admin.

"I do not see the Create ticket button on a control"

Symptom: A control is failing but the bottom of its detail panel does not show a Create ticket CTA.

Causes:

• The control's status is Passing rather than Failing. The Create ticket CTA is only shown on failing controls
• Your role does not allow ticket creation. Contact an admin
• The Data Out feature is not enabled on your workspace. Contact JupiterOne support

"The Linked Jira issues section is empty after I clicked Create ticket"

Symptom: You clicked Create ticket and the modal closed without an error, but the Linked Jira issues section on the control detail panel is still empty.

Diagnosis:

1. Refresh the control detail panel - the Linked Jira issues list updates after the call completes
2. Open the originating Workflow's instance detail page (Data out > Instances > {Workflow name}) and look for the most recent row in the per-instance Jobs table. If it is Succeeded, the ticket was created in Jira - the control panel may simply be stale; refresh it
3. If the most recent job is Failed, the ticket never made it into Jira. Read the Error message column and follow A job failed

Created tickets land in the wrong Jira project

Symptom: Tickets are landing in a Jira project, but not the one you expected.

Cause: The Workflow you picked in the dropdown is configured against a different project than you assumed.

Fix: Open Data out > Instances, click the Workflow name, and confirm the Data in integration and Issue type fields. To repoint:

• For a one-off correction, pick a different Workflow on the Create ticket modal next time
• For a permanent change, edit the instance - update Data in Jira integration and Issue type as needed, then save

Still stuck?

If none of the above resolves your issue, gather the following information before contacting JupiterOne Support:

• The Job ID of the failing job (from the per-instance Jobs table on the instance detail page)
• A copy of the Error message column value for that job
• The Workflow name of the affected instance
• The control identifier (if the symptom is on the CCM side)
• A screenshot of the Authorization status badge on the connection card

Support can correlate the Job ID with the underlying outbound delivery to pinpoint where the call dropped.