Jira connector FAQs
Why isn't my backup starting?
If your connector isn’t starting a backup, check the following:
- Organization ID
Make sure you entered only your Atlassian domain during connector creation, for example:
your_company.atlassian.net - User permissions
Verify that the user who created the connector has all required Jira permissions.
Can I modify or edit a connector after creating it with the wrong Organization ID?
No, you can’t edit the Organization ID after a connector is created. If an incorrect Organization ID is used, the Jira connector won’t start backing up data. In this case, we strongly recommend creating a new connector with the correct Organization ID.
Should I use a dedicated user for the connector?
Yes, we strongly recommend creating and using a dedicated Atlassian user specifically for the connector.
Avoid using Atlassian service accounts, as they often come with restrictions or inherited permission limitations that may affect the connector’s ability to access all required Jira data and projects.
Using a dedicated user ensures:
- Full transparency of permissions
- Easier troubleshooting
- Stable access without unexpected permission changes
- Consistent connector behavior during backup and restore operations
Make sure this dedicated user has all necessary project and system permissions before creating the connector.
I created a connector using the wrong user. Can I change the user?
Yes, you can change the user, but:
- The new user must have identical permissions and settings as the original user.
- After updating the permissions, you must reauthenticate the connector.
Recommended:
Create a new connector using the new user, verify that the data is correct, and then delete the old connector.
Why isn't all my data visible in the snapshot?
Jira’s API shares data in small portions, so the first snapshot will include only some of your data.
With each backup, the snapshot will grow until all the data has been backed up.
My backup size decreased in the last backup. Why?
This usually indicates a permissions issue.
Please verify that the connector user still has full access to:
- All relevant projects
- All required project settings and entities
If nothing has changed on your end, contact support for assistance.
Why am I receiving a 404 error in some projects?
404 errors typically appear in Service Desk / JSM projects when the connector user does not have access to certain work types / request types.
How to fix this:
- Navigate to the affected project in Jira.
- Go to Project Settings > Request Types / Work Types.
- You will likely see that the connector user does not have access.
- Go to Access / People, and add the user as a Project Administrator.
- Return to Request Types and confirm the user can now view all work types.
Why is my project failing to restore?
A project might fail to restore for two main reasons:
- The project is team managed.
Due to Jira API limitations, team-managed projects cannot be restored. - The project is currently in Jira’s “Trash.”
If the project is in the trash, the restore will fail. Recover it from the trash first.
Why are issue IDs/keys different after a restore?
Jira does not allow issues to be created using the original IDs or keys. When an issue is restored, Jira creates a new issue and assigns it a new ID and key.
If your workflows depend on old issue keys/IDs, you’ll need to manually update any linked items to point to the newly created issue.
Why are some issue fields missing after a restore?
Due to limitations in the Jira API, not all issue fields can be restored. As a result, some differences in issue appearance or metadata may be expected.
Some differences in issue appearance or metadata should be expected.
Why do restored issue comments show the restore date instead of the original date?
Since issue restoration requires recreating the issue and its sub-entities, comments inherit the new creation date, not the original one.
For more details about limitations, see the coverage details document found here.