Jira integration events and troubleshooting
- Public preview
Open Events to see what the integration has done recently.
Selecting Events refreshes the list, even when you are already viewing it. Reload also refreshes the list. If a refresh fails, the app warns that the displayed list may be out of date.
The Events view stores the most recent 100 event records per installation. It is for troubleshooting, not long-term audit history.
Event meanings
The Events view shows normal progress, safely ignored events, and events that need attention. Green events either completed successfully or were safely ignored. Red events need attention.
Each record shows the Jira issue and XBOW finding it relates to, its own event ID, the number of attempts, a short reason in “Details”, and a recommended next step in “Action”. Records that need attention carry a “Needs attention” label, alongside a second label for the event type, such as “Finding update”.
Normal events
| Event | Meaning |
|---|---|
| Received | The app accepted the event. |
| Queued | The app queued background work. |
| Jira work item created | The app created and linked a Jira work item. |
| Skipped: finding state not selected | The current finding state did not match a selected state. No work item was created. The record shows the evaluated and selected states. |
| Jira work item already exists | The finding already has a linked Jira work item. No new work item was created. |
| Jira status received | Jira reported a linked status change. |
| XBOW updated | The app wrote Jira metadata back to XBOW. |
| Duplicate ignored | The app already handled this event. |
| App-generated update ignored | The app ignored its own update to avoid a loop. |
| XBOW update skipped | The Jira status change was not written back because bidirectional sync is off. |
Events that need attention
| Event | Meaning | Action |
|---|---|---|
| Mapping failed | Setup is incomplete, required Jira fields are unresolved, or Jira changed field metadata after you saved. | Open Mapping and click Check Fields. Resolve required fields, then click Save Required Fields if there are changes. If it still fails, send the information from Show Debug Info in Events to support@xbow.com. |
| Jira action failed | Jira rejected the create, comment, property, or metadata action. | Check app permissions, project access, issue type, and required fields. |
| XBOW request failed | The app could not read the current finding or write metadata back to XBOW. A failed eligibility read creates no work item. | Check token, region, organization ID, and event details. Resolve the failure before retrying. |
Retry
Retry appears only when the app has enough context to try safely.
For finding events, retry fetches the current XBOW finding and reuses an existing Jira issue key when one is known.
If no linked work item exists, retry checks the current finding against the saved state selection before creating one. A finding that no longer matches is skipped.
“Skipped: finding state not selected” is not a failure and has no Retry button. Review the selection in Mapping if needed. A future finding update checks eligibility again; saving additional states does not backfill existing findings.
For Jira status events, retry writes the workflow state back to XBOW. It does not create a Jira work item.
Authentication and mapping failures usually need a setup change before retry.
Troubleshooting integration problems
These are symptoms you may notice while setting up or running the integration.
| Problem | Check |
|---|---|
| No webhook signal | Open Configuration and click Connect Webhook. If it still fails, open Events and send debug information to support@xbow.com. |
| Webhook rejected | Open Configuration and click Connect Webhook to refresh signing keys and request a new signed ping. |
| Jira work item not created | Check Events for a state mismatch. Review the saved finding-state selection in Mapping, resolve required fields, and confirm app permissions. |
| Jira comments fail | Check whether the finding content is too large or uses unsupported formatting. |
| XBOW writeback fails | Check token, region, organization ID, and integration mode. |
| Jira status does not update XBOW | Confirm bidirectional mode and status mapping. |
| The Events view looks stale | Select Events again or click Reload. Check for a refresh error. The app may have removed older event records. |
| Settings do not load | Click Retry in the loading-error card. If Jira options cannot load, check project access; Configuration remains accessible. |
| Save is disabled | Check whether the section has a valid change. An unchanged section does not need saving. |
| Save succeeded but refresh failed | Reload to verify the saved values. The refresh warning does not mean saving failed. |
| Save could not be confirmed | Your entries remain on screen. Reload to check the saved values before retrying. |
Contact support for the Jira app
XBOW supports the app directly, rather than through Atlassian. To reach the team:
- Email support@xbow.com for problems with the integration itself, including anything you see in Events.
- Submit a support request if you would rather not use email.
- Check the Support tab of the Marketplace listing for current support hours and the XBOW support phone number.
What to send XBOW Support
When you contact support, open Events, click Show Debug Info, then click Copy in the “Support debug info” panel and send the copied information.
The debug panel excludes sensitive data. See Security and data handling for the excluded data list.
If XBOW Support asks for more information, send the Jira issue key and XBOW finding ID shown in the event record.
Do not paste API tokens, passwords, raw webhook payloads, exploit evidence, or sensitive finding data into support tickets unless XBOW Support gives you a secure upload path.