Jira Troubleshooting Knowledge Base

Error message	Likely meaning (TL;DR)	Recommended next steps
Jira: Error during oauth for refresh_token: "error":"unauthorized_client","error_description":"refresh_token is invalid"	Jira rejected the saved refresh_token as invalid for the OAuth client.	Reconnect or reauthorize the Jira integration to generate and store a new refresh token.
`Jira: Api servicedesk/1/requesttype//field error: {"errorMessage":"Either the customer doesn't have access to the request type, or the request type doesn't exist.","i18nErrorMessage":{"i18nKey":"sd.customerview.error.requestTypeNotFound.v2","parameters":[]}}`	The Jira request type is missing, inaccessible, or not configured correctly. The empty value in `requesttype//field` may also indicate that the request type ID is missing from the connector configuration.	Verify that the Jira request type still exists, confirm the connected Jira user has access to it, and check that the correct request type ID is configured in Xyte. If the request type was removed or changed in Jira, update the connector configuration accordingly.
`Jira: Api servicedesk/1/requesttype/1/field error: {"code":403,"message":"Tenant is restricted: user-cancellation"}`	Jira is blocking the request because the Atlassian tenant is restricted due to `user-cancellation`. This usually points to a tenant, subscription, or access restriction on the Atlassian side rather than a Xyte field-mapping issue.	Ask the customer's Jira or Atlassian admin to verify the tenant status, subscription or cancellation state, and Jira Service Management access. After the restriction is resolved on the Atlassian side, retry the connector action in Xyte.

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