Troubleshooting

This guide covers the most common issues users can diagnose and fix without waiting on support.

I cannot sign in

Check:

• you are signing in with Atlassian
• your Atlassian session is valid
• your organization allows the OAuth flow

If sign-in succeeds but you still cannot enter a workspace, the issue is usually workspace membership rather than authentication.

I can sign in, but I cannot open a workspace

Possible causes:

• you are not a member of that workspace
• the workspace slug is wrong
• your invite has not been accepted yet

Ask a workspace admin to confirm:

• the invite was sent to the correct email
• your membership exists in the target workspace

My invite link does not work

RectifAI invite links can fail for a few common reasons:

• the link is invalid
• the link has expired
• you are signed in with the wrong Atlassian account
• you are already a member

Best next step:

1. sign out and sign back in with the invited account
2. retry the invite
3. if it still fails, ask for a fresh invite

An integration says connected but does not work

Open Integrations and check whether the provider shows:

• connected
• not connected
• auth error

If the provider shows an auth error:

• use the test/health control if available
• reconnect the provider
• confirm the source account still has access to the external system

Incident creation failed to create the Jira issue

RectifAI can still create the incident even if Jira issue creation fails.

Check:

• the JSM connection is healthy
• the default Jira project is still valid
• the configured issue type still exists
• the connected account has create-issue permission

A status change will not sync to Jira

This is usually a Jira workflow mapping issue.

Check:

• the Jira workflow still contains a transition for the target state
• the RectifAI status mapping still matches your Jira configuration

If RectifAI blocks the status sync, that is expected protective behavior. It is better than silently drifting out of sync.

Chat or paging did not trigger

Check:

• a provider is connected for that category
• the correct default provider is set
• the selected systems are mapped to teams correctly
• the selected system or team actually has the required paging/chat target configured

Reports look incomplete

Reports depend on clean underlying operational data.

Check:

• incidents are being created consistently
• systems are attached to incidents
• teams and systems are modeled correctly
• incidents are being resolved and closed instead of left open indefinitely

When to contact support

Contact support when:

• OAuth flows fail consistently for valid users
• invite acceptance fails after confirming the correct account and a fresh invite
• providers reconnect successfully but still fail operationally
• incidents or problem records are not being persisted correctly

When reporting an issue, include:

• workspace slug
• affected provider, if any
• exact error message
• approximate time of the issue
• reproduction steps