No Remote Fields available

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  • Problem
  • Updated 3 years ago
  • (Edited)
Yesterday, we started getting errors when making updates to JIRA issues that were linked to SF cases.  I tested the connection and it was successful.  I went to the mapping and clicked on the Click Here link associated with Can't see the field you want to map.  At that point, no fields appeared in the Remote Field list and red errors displays with the SF fields (e.g. Description' is unavailable (perhaps the field has been deleted or the connection is unavailable)

When I look at the mapping, the Object Type is blank - it no longer shows as Case.  So, I tried creating a test mapping - I selected the remote system of, but no Objects appear for me to select.   

I clicked the Click here link to refresh the object cache - but, again, nothing shows up in the list.  

I know that the fields have not been deleted and that the connection is available. 

We recently have a new administrator and we were told that nothing was changed.  I no longer have SF administration permissions and need to provide her direction as to what to look for if it is on the SF side.
We did have an authentication issue between JIRA and Crowd where the handshake password got changed.  But, that was resolved and the JIRA authentication is working fine.  The last successful fetch in the diagnostics tool is 2/8; everything started on the morning of 2/9. 

I checked to ensure that the license and T&C's were accepted - that is all good. 

We use the Remote System Reference solution. Plugin is version 5.5; JIRA is 6.4.11

Can anyone provide advice that I can provide to this new administrator to troubleshoot since I no longer have access to the system. 
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Posted 3 years ago

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Photo of Kheng Jin Leow

Kheng Jin Leow

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Hi Kelly,

Thanks for contacting ServiceRocket.

Can you check the following items:
  1. The account that is used for the integration has the permission to view/create case in Salesforce?
  2. The fields' permission - if it's visible to the integration user.

Also, can you provide the screen shot of the following :
  1. mapping of the connection
  2. Application links.