Investigate Failed JIRA Imports

Summary

Support has received a few reports from customers regarding failed JIRA Imports using the JIRA Importer. Not each case is the same, but there are various failures that are difficult to track or have little to no documentation on how to troubleshoot or understand the failures.

Case 1

ZD Ticket (Internal): https://gitlab.zendesk.com/agent/tickets/156054

A customer attempts the JIRA import. It shows "An import is in progress" for roughly 10 minutes and then the message goes away as if it completed. Only 1 out of about 1000 issues are imported.

Case 2

ZD Ticket (Internal): https://gitlab.zendesk.com/agent/tickets/156545

The customer attempts to import and sees "An import is in progress" however it hangs and never goes beyond 88 issues. The customer cannot determine why it is stuck or any additional progress.

Time of import: May 8, 2020 4:16pm CDT

Case 3

ZD Ticket (Internal): https://gitlab.zendesk.com/agent/tickets/156287

Time of import: May 7, 2020 3:12am CDT

"Import is in progress" is shown without any indication of progress, but seems to be stuck. There should be up to 1000 issues to import.

Case 4

ZD Ticket (Internal): https://gitlab.zendesk.com/agent/tickets/156473

Time of import: May 10, 2020 10:08am CDT

Customer sees "An import is in progress" - However, no issues are imported