Jira connection issues

Symptoms

• The connection reports "Jira authorization expired — reconnect required."
• The Manage page shows a red Disconnected card.
• A site or project you expected isn't listed under "Choose boards to mirror".
• Changes made in Jira stop arriving in Laya, or arrive slowly.
• Teammates can't see a board you mirrored, or the same project seems to exist twice.
• Claim workspace isn't offered even though you administer the Jira site.

Likely causes

• The OAuth authorisation expired or was revoked on the Atlassian side.
• Your Jira account can't browse the project — Laya can only list and mirror what the connected account can see in Jira itself.
• The board was mirrored into a personal (private) workspace rather than the team's shared one.
• No webhook is configured in Jira, so there is no instant push and updates rely on slower paths.
• The connection was disconnected and the site has since been claimed by another workspace.
• The admin check failed — Laya verifies Jira site admins via Jira's own permission API and fails closed, so any error means no claim offer.

Fix it

Reauthorise an expired or broken connection

1. Open the connection's Manage pageSettings → integrations → your Jira connection. Check the health card, Last sync and any last error message.
2. Press Test connectionIt reports "Connection healthy" or "Connection unhealthy" straight away.
3. Press Refresh credentialsThis re-runs the connect flow with a fresh authorisation. Use it whenever the error mentions expired authorisation.
4. If the page shows Disconnected, press Re-establish connectionConnections made through the installed Laya Board for Jira app re-establish in one click — Laya pings the app and polls for up to about 30 seconds; if that doesn't complete, open the Laya Board app in Jira and choose Reconnect. OAuth and API-token connections route you back through the connect flow.

Errors during the connect flow

• "You declined the Atlassian consent screen. Try again to connect." — restart the flow and accept the consent screen.
• "That sign-in link expired. Please start the connection again." — the attempt sat too long; begin again from the connect screen.

A site or project is missing from the picker

1. Press Refresh in "Choose boards to mirror"It looks again for projects added since you connected.
2. Check the project opens in Jira for the connected accountIf the account that authorised the connection can't browse the project in Jira, Laya can't list it. Fix the permission in Jira, then Refresh.
3. Check which site the connection is bound toIf your Atlassian account has several sites, "Choose a Jira site" appears during connect. A Laya workspace connects to one Jira site — to mirror a second site, use another workspace.

Teammates can't see the board (private vs shared)

When you connect Jira, Laya asks "How should this work in Laya?". Connect to my personal workspace creates a private mirror only you can see — teammates are never added to a private mirror. Set up a shared workspace for my team creates the one shared workspace for that Jira site, and teammates who sign in with the provider join it automatically. If a board seems duplicated or invisible to teammates, one copy is almost certainly a private mirror.

1. Work out where each copy livesCheck the workspace switcher: entries under Personal are private; entries under Team workspaces are shared.
2. Reconnect into the shared workspaceRun the connect flow again and pick Connect to existing workspace (shown when the site already has a shared workspace) or Set up a shared workspace for my team.

Updates from Jira are slow or have stopped

1. Check the webhookThe connection's Settings tab shows a Webhook URL with the instruction "Add this URL to Jira Admin → System → Webhooks to enable instant push." Laya does not register this webhook for you. With it configured, Jira changes usually land in under a minute.
2. Check the Polling toggleIn the same Settings tab — polling is the fallback pull when webhooks are unavailable.
3. Press Sync now on the boardYou should see the toast "Synced from Jira".
4. Open the item's side panelOpening a connected-board item live-pulls it from Jira and heals that card immediately.
5. Read the Sync log tabFailed rows expand to show the error Jira returned.

"Claim workspace" isn't offered

Taking ownership of an unclaimed shared workspace is offered only to verified Jira admins — Laya checks the site's ADMINISTER permission via Jira's own API and fails closed on any error. Confirm you are a site admin in Jira, sign in to Laya with that same Atlassian account, and revisit the workspace.

Verify the fix

• The health card shows Healthy and Last sync is recent.
• Test connection reports "Connection healthy".
• A small test edit in Jira appears on the open Laya board without a reload.
• New rows in the Sync log tab end in the Synced state.

If you're still stuck

Email support@laya.net with: your Jira site URL, the health word and last error message from the Manage page, one failed Sync log row (timestamp, direction, action and its expanded error), whether the webhook is configured in Jira, and whether the connection is OAuth, API token or the installed app.