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Run the following test command from the shell and check if a test alert is created in Jira Service Management: 

/home/jsm/jec/scripts/send2jsm -entityType=host -t=PROBLEM -hs=DOWN -hn=test_host

• If you get a "Trace/breakpoint trap" error, the send2jsm plugin isn't compatible with the server distribution. Rebuild send2jsm.go according to the specific server environment as described in the “Source and recompiling send2jsm” section in this article.

• If the alert is created in Jira Service Management, the integration is configured correctly. Icinga is probably not notifying the Jira Service Management contact for alerts. Check your Icinga alert notifications log.

• If the alert is not created in Jira Service Management, check the logs at /var/log/jec/send2jsm.log.
  Look for the following errors in the log file:

  • If you see "RestException[Could not authenticate.]" in the logs, Jira Service Management couldn't identify the API key. Check if the API key is set correctly per the steps outlined in the “Configure the Jira Service Management plugin in Icinga” section of this article.

  • If unsure of the problem, set the plugin's log level to debug and try again. Contact us and share the logs.

• If there is no /var/log/jec/send2jsm.log file or there are no logs in it, check the following:

  1. Check if the Icinga user has permission to write to /var/log/jec directory. The installation package should automatically do this for you. If you face issues, run the following command: 
     chown -R icinga:jsm /var/log/jec

  2. Check the Icinga server logs at /opt/icinga/log/zeneventd.log. See if there are error logs regarding send2jsm. Contact us with the logs as needed.

Set send2jsm plugin's log level to DEBUG

Set the send2jsm plugin's log level to DEBUG. Open the /home/jsm/jec/conf/integration.conffile and change the line send2jsm.logger=warning to icinga2jsm.logger=debug.

Check the alert logsthe activity log.

• If "Posted [Acknowledge] action to Icinga.." is not present in the log, Jira Service Management didn't send the Acknowledge action to Icinga. Check the integration configuration, it might not have a matching the alert action.

• If only the "Posted [Acknowledge] action to Icinga.." log occurs followed by no related logs, it might mean JEC is having connection problems. Check the logs.

Learn more about activity logs.