Aha! Ideas | Duplicate data errors

In most cases, once you save your Jira integration configuration in your Aha! account, you are ready to go — no further configuration needed.

We have gathered some of the most common issues with record and data duplication here, along with recommended solutions.

Often the best place to start in most of these situations is the integration log messages for your configuration. Those messages will help diagnose and solve the problem.

Click any of the following links to skip ahead:

• Duplicate records

• Duplicate attachments

• Duplicate comments

Duplicate records

Symptom

You have a two-way 2.0 integration between your Aha! account and Jira and you have configured the status field to be a two-way sync.

When you push records from your Aha! account to Jira, you notice that duplicate records are created in your Aha! account and your integration logs contain an error that looks like this:

No valid transition to status [####] for issue [prefix-###]

(where [####] is the number of the specific status and [prefix-####] is the issue ID of the record).

Explanation

When you send a record from your Aha! account to Jira for the first time, the following happens:

• We create a record in Jira.

• We update that record with the information from your Aha! account

This is usually done nearly instantly from an end-user perspective, you see a record created with all the information from your Aha! account.

However, in this scenario, you have configured your status sync to be a two-way integration, and status transitions in Jira that are failing to allow us to sync status from your Aha! account to Jira correctly.

2.0 integrations allow you to configure the directionality of every field mapping, so it is possible to make status a two-way sync. But our default integration mapping is that status is a one-way Jira to your Aha! account sync.

The problem that arises when syncing status from your Aha! account to Jira is that while your Aha! account lets users transition statuses however they want, Jira is often configured so statuses can only transition in a specific way. For example, assume you have three idea statuses:

• In progress

• In review

• Complete

Your Aha! account lets a user skip directly from In progress to Complete, but Jira might require a user to move a record from In progress to In review before the record can be moved to Complete.

When your Aha! account tries to sync that to Jira, it fails because Jira reports that status jump as an invalid transition. That is why we default to, and recommend, making status a one-way sync.

So in the case of a two-ways status sync, here is what happens when you send a new record from your Aha! account to Jira:

• We create the record in Jira.

• We update the record with information in your Aha! account — and this fails because Jira blocks us from appropriately setting the status.

• The integration considers the overall sync a failure but the record was still created in Jira. So Jira picks this up in the webhook and sends it back to your Aha! account.

• Your Aha! account sees that no record in your Aha! account is integrated with this Jira record and subsequently creates a new copy in your Aha! account — thus the duplication.

Resolution

The fix here is either to set statuses to be a one-way Jira to Aha! Ideas sync.

Alternatively, you can dive into the workflow of statuses in Jira and ensure that your statuses all have valid transitions between one another so that your Aha! account doesn't run into problems when trying to sync statuses from your Aha! account to Jira.

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Duplicate attachments

Symptom

Attachments you add in your Aha! account are duplicated multiple times in Jira.

Explanation

Your Aha! account can only set fields via the API that are visible on the Edit screen in the Jira user interface. It is likely that the Attachments field is not visible in your Jira user interface.

Screens in Jira define what fields are available when creating, editing, or viewing a Jira issue. Each of those actions can have a different Screen assigned. So, for example, a field could be visible when viewing an issue but not actually visible when creating or editing the issue.

This causes a problem (and a lot of confusion) because your Aha! account needs the field visible on Create and Edit screens to communicate through the API. However, you might assume that the field is visible because you can see it when you View the issue.

Resolution

You need to add the Attachments field to the Edit screen in Jira.

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Duplicate comments

Symptom

Whenever your Aha! account syncs with Jira, you see duplicate comments coming from Jira to your Aha! account.

Explanation

You likely have two webhooks configured or you have installed the Atlassian Connect Aha! plugin as well as using the direct Jira integration.

As long as the webhook run as user has workspace owner or contributor permissions to all workspaces in your Aha! account that are integrating with Jira, only a single webhook needs to be configured in Jira. Many companies will choose to add an integration user to their your Aha! account account for this purpose.

Resolution

If you are using the plain Jira integration as part of that installation, you will add the webhook to Jira. If you also installed the your Aha! account plugin in your Jira instance, you now have two webhooks because the plugin has the webhook.

You should remove the duplicate webhook or uninstall the your Aha! account plugin from Jira. That will solve the duplicated comments. After the issue is resolved, duplicate comments can be removed as needed in your Aha! account by an administrator.

If you are a Jira via Connect user, you need to convert your integration to a Jira Cloud integration. Please contact our Customer Success team so they can help you convert your integration to Jira Cloud.

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