This article describes some basic troubleshooting steps that you should take when the data-synchronization service between SpiraTest and another bug tracker (in this example Jira, but it could be Bugzilla, Axosoft, Microsoft TFS, etc.) does not appear to work correctly.

Checking the Configuration

Firstly, make sure that you have read the Spira External Bug-Tracking Integration Guide. This manual describes the different options for data synchronization (whether cloud-based or on-premise) and has a dedicated section in the manual for each bug-tracker, including:

  • Jira
  • Bugzilla
  • Mantis
  • Axosoft
  • Microsoft TFS
  • Rational ClearQuest
  • Rational Team Concert
  • Redmine

Troubleshooting Steps

Assuming that you have followed all the steps in the configuration, the next thing to do is follow these troubleshooting steps so that when you log a support ticket with Inflectra, you have all of the necessary information:

  1. Clear the Event Log in SpiraTest (cloud) or Windows Event Viewer > Application Log (on-premise)
  2. Log a new incident in SpiraTest, it should appear in Jira
  3. Wait 5 minutes*
  4. Change the status of the incident to something else in Jira
  5. Wait 5 minutes*
  6. Does the change to the incident appear in SpiraTest?
    1. If not, is there an error? If so, please copy it and sent it to Inflectra Support.
    2. If it does update, it is working.
  7. If it doesn't update, click Force Resync in SpiraTest
  8. Wait 5 minutes*
  9. Does the change to the incident appear in SpiraTest?
    1. If not, is there an error? If so, please copy it and sent it to Inflectra Support.

*If you have set the polling interval to a larger value, you may need to wait more than 5 minutes.

How to Report the Error Messages

For errors in the Spira Event Log, you can just cut and paste the text into the support ticket.

If you are an on-premise customer, saving the entire event log as an .EVT or .EVTX format file, zipping it up and emailing it to us is best.

Article Info
  • Last Updated: 7/19/2017
  • Article ID: KB265
  • Views: 399