Common Issues

Connection issues

"Authorization failed" or "Invalid Jira site" error

This usually means the OAuth token expired or the Jira instance is no longer accessible. Try re-authorizing by clicking the "Authorize" button again. Make sure you're signing into the correct Jira Cloud instance that contains your issues.

"No Jira Cloud sites found" in the site dropdown

Your account may not be an admin or member of any Jira Cloud instances, or the OAuth token doesn't have the required permissions. Check that:

• You're signed into the correct Jira account

• Your account has access to at least one Jira Cloud site

• You have permission to create API tokens in your Jira instance

If you just created a Jira Cloud instance, wait a few minutes and re-authorize.

Missing data

Data flow pulls 0 issues or fewer than expected

Check your JQL query. Common reasons for missing data:

• Query syntax error (missing quotes, incorrect operators)

• Query filters to projects you don't have access to

• Issues don't match the filter criteria

Test your JQL directly in Jira's issue navigator first. Try a simpler query like project = "YOUR_PROJECT" to verify it returns results. If it works in Jira but not in Coupler.io, check the exact project key spelling.

Custom fields are missing or showing blank values

Custom fields only appear in the Detailed data export format. If you're using "Jira CSV export", switch to "Detailed data" to see custom fields.

Some custom fields may be empty for specific issues if they haven't been set. This is normal and expected.

Assignee, Reporter, or other user fields show IDs instead of names

This occurs with the Detailed data export format, which preserves raw API values (user account IDs). Switch to Jira CSV export for human-readable names, or use a transformation in your destination to map IDs to names if needed.

Permission errors

"Permission denied" or "You don't have permission to view this issue"

Your Jira account doesn't have permission to access some of the issues in your query. This can happen if:

• You're querying a project you're not a member of

• Issues are in a restricted board or component

• Your account's permission level changed

Modify your JQL to query only projects or issues you have access to. Ask your Jira admin if you need permission to additional projects.

Data discrepancies

Issue count differs between Jira and my export

Check the following:

• Your JQL query may not match what you expect; test it in Jira's issue navigator

• Some issues may have been deleted or moved outside your query scope since the last run

• Large exports may be paginated; ensure your data flow completed successfully

Run the data flow again and compare the row count to your Jira search results.

Updated date is older than expected

The "Updated" field reflects the last change to any field, not just status changes. Minor updates like adding a comment or modifying a custom field will update this timestamp. If you need the last status change, you may need to manually track this or use Jira's activity history.

Rate limits

Data flow is slow or times out on large exports

Jira Cloud API has rate limits (typically 300 requests per 10 seconds). Large issue exports respect these limits but may take longer. To improve performance:

• Narrow your JQL query to fewer issues (e.g., add a date range: created >= -30d)

• Export only the columns you need instead of all fields

• Run the data flow during off-peak hours

Coupler.io will automatically handle rate limit backoff; your export will succeed but may take longer.