HipChat Server: JIRA Issue Preview is Not Working
Platform notice: Server and Data Center only. This article only applies to Atlassian products on the server and data center platforms.
This is for an outdated version of Hipchat Server
This article applies to a version of Hipchat Server which will be deprecated soon. After that period the version will no longer be supported.
You should upgrade to a more recent version of Hipchat Server as soon as you can to take advantage of new features, and security and bug fixes.
Problem
The JIRA Issue Preview is not showing as expected on the configured rooms in HipChat clients when issue key is sent as a message.
Diagnosis
Environment
- HipChat Server 2.x connected to JIRA
Diagnostic Steps
- Standard notifications are sent as per normal for all scenarios below:
- Enable issue preview globally for all projects is checked:
- The connection status in JIRA is shown as LIMITED . It means that Hipchat cannot make a connection back to JIRA Server.
Cause
The common cause to this problem is mentioned in the Hipchat limited connectivity in Jira Server article:
- JIRA Server is behind a firewall that is preventing Hipchat from being able to contact JIRA Server
- HipChat was configured with the wrong base URL
Resolution
JIRA Server is behind a firewall
- If you are hosting JIRA Server behind a firewall, you will not be able to get Jira Server into the CONNECTED state without putting JIRA on the other side of the firewall.
- If HipChat cannot talk to JIRA via DNS name, manually edit the /etc/hosts file and add the JIRA hostname on the HipChat Server
JIRA Server isn't behind a firewall
- It is likely that the hostname Hipchat is using to contact JIRA Server is wrong
- You can check what hostname is being used by going to the integrations admin screen in HipChat https://www.hipchat.com/admin/addons
- When you find JIRA Server in the list of addons you should be able to see the hostname of JIRA in the integration name.
If you are not using a fully qualified domain name when you connected the integration, HipChat will try to use that URL to contact JIRA Server.