Unable to Install Jira in an organisation in the EU region.

[rodolfoBee]

Environment

SaaS (https://sentry.io/)

Steps to Reproduce

1. Try to install the Jira app in an organisation in the EU region following this guide: https://docs.sentry.io/product/integrations/issue-tracking/jira/

Organisation is on an sponsored plan on EU, same happened for orgs on Trial and Team plan.

Expected Result

The integration is installed.

Actual Result

The integration is not installed. Recording:

Screen.Recording.2024-04-05.at.14.10.43.mov

Org location:

Product Area

Settings - Integrations

Link

No response

DSN

No response

Version

No response

[getsantry]

Assigning to @getsentry/support for routing ⏲️

[getsantry]

Routing to @getsentry/product-owners-settings-integrations for triage ⏲️

[kajtzu]

I'm the customer who stumbled on this today when moving (creating new) org to EU data residency 😀

[markstory]

Do you also happen to have the same jira workspace connected to another sentry org?

[kajtzu]

@markstory at the time of install there should not have been a sentry org associated with the same JIRA workspace. But yes, in the past the workspace was indeed connected to an (US data) sentry org.

Before attempting to install in the existing JIRA workspace and connecting to the new (EU data) sentry org, the sentry app was deleted from the JIRA workspace AND the old US org was scheduled for deletion.

I tried the install several times with removing/installing the app, following instructions etc. to the letter.

[kajtzu]

Tried reinstalling today and it worked on the first try. Unclear to say what the problem was on Friday.

[markstory]

Tried reinstalling today and it worked on the first try. Unclear to say what the problem was on Friday.

We delete integrations via scheduled background tasks. The successful attempt was likely after the deletion was processed.

[rodolfoBee]

I do have the integration installed on an organisation stored in the US.

[cathteng]

Does it work if you uninstall Jira from the existing org? I don't know if this is documented by it might be like the Github integration where you can only connect one Sentry org per Github org.

[rodolfoBee]

@cathteng the Jira integration can be installed on multiple organisations (I have it installed on 2 US orgs). The problem is installing it on an EU org while it is installed on US org(s).

[sentaur-athena]

@Jeroenkeesom please file a support ticket and mention this github issue.

[Christinarlong]

@Jeroenkeesom Hi, I'm currently working on debugging the Jira installation failing.

I've added some more logging to try and get more info as to why the installation failed. Would you mind trying the installation flow again and letting me know when you've done so.

[Jeroenkeesom]

@Christinarlong performed the setup step a minute ago on:
https://*******.atlassian.net/plugins/servlet/ac/sentry.io.jira/configure-sentry @19:54 utc

[Christinarlong]

@Jeroenkeesom Sorry, do you mind doing the install again? My logging change hadn't gone out to all the necessary regions :[

[Jeroenkeesom]

done @ 0539z

[sentaur-athena]

Providing an update to the ticket:

• Christina will work with Jeroenkeesom on their issue but we don't think it's the same overarching issue o this ticket.
• Meanwhile she added an error message letting customers know that we don't support 2 regions Sentry orgs with the same instance of Jira
• We prioritized a longer term fix to add the support for multi-region and will provide updates here when we have better timelines.

[spoyntersmith]

I'm also experiencing this issue, recently moved from US to EU hosting but uninstalled the US integration from Jira 🙏

[Christinarlong]

@spoyntersmith Also make sure you uninstall the Sentry app from your Jira instance and then follow our Jira setup docs. If you've already tried that or it still didn't work, please make a support ticket and include your Sentry organization slug and the Jira domain you're trying to integrate with.

[spoyntersmith]

Apologies, didn't realise that it needed removing from both:

1. Sentry (old org) > Integrations
2. Jira > Manage Apps separately

Confirmed this worked for me... 🎉