Synchronization to JIRA fails with error "record could not be created"

Products

• ConnectAll On-Prem

Issue/Introduction

We have observed that the synchronization from BMC to JIRA is failing with below error and while expanding the logs in connect all redirecting to JIRA

Error Message : Record could not be created due to the error {“errorMessages”: [], “errors”: {“<USERNAME>”: “The <USERNAME> specified is not a users.”}}

Environment

JIRA: 9.12.X

JIRA Service Management: 5.12.x

Connect All: 3.x

Cause

As mentioned in the above error there seem to be an issue with user used for JIRA integration. It was identified that the username used was deactivated/cancelled causing the synchronization failure. 

Resolution

Update the user used for JIRA integration with the active user account, which will resolve the synchronization and redirection issue.