Case Management is not available in the US1 site.
This guide is intended to help you resolve issues with third-party integrations in Case Management. If you continue to have trouble, reach out to Datadog support for further assistance.
Jira issue types with custom fields, private Jira projects, and on-premises Jira instances are not supported. If you are having trouble with automatic Jira ticket creation with syncing, see the following sections:
If Jira projects are not populating the dropdown on the Jira integration configuration screen, check that you have the manage_integrations permission.
Ensure that you have configured a webhook to receive events from Jira.
- If you move a case that is being synced with a Jira issue to a different Case Management project, the syncing stops. After it is moved, the case in the new project does not have a Jira issue attached to it.
- If you’re updating the status of a case in a way that is disallowed by a Jira workflow, the case falls out of sync with the status mapping.
- Updates to comments, including deletions, in either Case Management or Jira are not reflected on the other side.
- Only cases created after the bidirectional integration was enabled are synced. Datadog does not retroactively sync cases that existed before the integration was enabled.
- There are a few scenarios where the Jira issue reporter is reflected as the Datadog user that set up the Jira integration. Some of these scenarios include:
- When a Datadog user that creates a case does not have a Jira account
- A Jira user has hidden email visibility
- If the reporter on the mirrored Jira issue is updated, it is not reflected in Case Management, as the “created by” field is not editable.
