Hi ​@Edmond Jin, thank you for posting in the community. For privacy reasons, I’ve gone ahead and removed your second image as it contained your organisation’s base URL. Would you mind sharing the following information to help me take a closer look at the issue?

• Is this the first time the user is trying to import Jira items? Or did this integration work in the past and they’re now seeing this behaviour? 
• If you haven’t already, can you please ask the user to try this in a new blank Lucidspark board and let me know if the issue persists there as well? 

Thank you in advance for your help and patience. Please let me know if you have any additional questions in the meantime! 

Hello Leianne, Thanks for response

The user has once successfully imported the Jira items, but long ago, when his account was in old domain. We had a migration to move all the users to the new domain, but we always use Okta, both Jira and Lucid are integrated to Okta, user can access Jira & Lucid from the Okta board.

We have tried to import Jira from blank board, and tried to clear cookie, same issue.
Tracing the network with Chrome Inspect, it shows “User has no credential”
 

Hi ​@Edmond Jin, thank you for the additional details. Could you please ask the user to try disconnect and reconnect your Jira instance via their User Settings? This setting is found in the apps and integrations tab under 'Lucidspark'.

Please let me know if you see any changes after trying this step! 

Hi Leianne, this step has been tried several times, but didn’t work.
It doesn’t require the Lucid admin account to do any configuration, right?

And no add-on is required to install from Jira side, right?

Hi ​@Edmond Jin, thank you for confirming and sorry for the trouble! The integration does not require Lucid admin configuration if you are using Jira Cloud. However we do recommend admins to enable the integration at the admin level to help improve the syncing experience, however this is not a requirement. 

From the screenshot of your base URL that was shared before (which I removed for privacy reasons), it looked like the user only had a Jira Cloud instance linked. Is this set as the default for this user? Please see this section of our Help Center article for details on how to set the default.

Could you please confirm this with the user and ask them to try again? Please let me know if you see any improvements after this or if you have any questions! 

HI Leianne,

This issue was resolved unexpectedly after we installed “Lucidspark Add-on” and signned in with the Lucid admin account. Then user feedback his Jira issue importing started working.

So the integration at admin level do help in our case.

Hi ​@Edmond Jin, thanks for the update! Looking at the screenshot it seems like the add-on that was configured was for Confluence not Jira. However I’m glad to hear the user is no longer having issues with importing Jira cards! 

Please feel free to let us know if you have any additional questions - we are happy to help!