--- title: "FAQ - Sync Troubleshooting" canonical: "https://helpcenter.mindproapps.com/space/sync/1948418144/FAQ%20-%20Sync%20Troubleshooting" format: markdown --- > ℹ️ **Summary: **Here you can find the most common questions/issues from our clients and evaluators and how to proceed to solve them. ## **Permission Issues** | **Question** | **Answer** | | --- | --- | | What permission-related issues do I need to be aware of when using the app? | There are a few scenarios where you could face permission-related issues, please see below:
- **Entra ID:** If you use Entra ID (former Azure AD), you may have situations where you don't see the IDP data being populated in Jira issues even after configuring and mapping the fields. If this is the case, please review that the required permissions in Entra ID have been set up correctly.
- **Okta:** If you use Okta, you may have situations where you don't see all the IDP attributes in the mapping configuration screen. This may occur because when a token is generated in Okta, it carries the admin's respective permissions, and your Okta admin profile may have limited access to some of these attributes. If so, the app will display a message during the authentication process to inform you about possible restrictions. We recommend the admin should have at least **“Org Admin” **permissions.
- **Onelogin**: So far, no error scenarios related to permissions with the IDP Onelogin have been identified, if you have found any, please contact our support. | --- ## **Data Synchronization Issues** | **Question** | **Answer** | | --- | --- | | After the app configuration and mapping, when I open a Jira issue, the mapped fields are displayed but without the IDP attributes, how can I resolve this? | There are some scenarios where you can experience this issue, to proceed and resolve check the items below:
- Make sure the user has a valid email informed in the IDP field selected for data sync and that this email is the same email informed in Jira.
- Check if the user defined in the app settings to bring the IDP data (Reporter, Assignee, or any other user field) has a value assigned in the issue. | | I am using Okta and I successfully create the connection and I am able to see attributes for mapping. However, only a few default attributes are listed in the dropdown. Are there any restrictions to map fields? | No, Mindpro Sync does not have any limitations on the fields that can be mapped. However, Okta may present some restrictions depending on the role your admin has. In these cases, we usually recommend the admin to be listed as "Org Admin" in Okta since we know this role normally enables all attributes for mapping and other privileges. However, you can check [Okta’s roles and permissions table](https://help.okta.com/en-us/content/topics/security/administrators-admin-comparison.htm) in order to find the Admin role that best fits your needs.
Tip: to create/edit custom attributes, you need to have the “Manage Profile Editor” privilege. | | I set the app to use per-space settings and mapped the fields, but when opening an issue in a space, I'm not seeing the fields with mapped values. How can I resolve this issue? | Mindpro Sync allows setting global or space-specific configurations (configurations and mappings). If space configurations are set, the system will prioritize them over the global ones.
Check if your issue is being created under a space that may have no mapped fields, even if this is defined in the global configurations. Then, you need to adjust the respective configurations to bring the correct data from your IDP. | | After the app configuration and mapping, when I open a Jira issue, and click on the “Hierarchy” link to see more information, the app displays this:
*“The user you requested for data synchronization in Jira or its manager does not exist in Okta/Entra ID/OneLogin/Google Workspace or does not have a valid email informed there”. *
How can I resolve this issue? | To synchronize the user and its manager(s) data, the app needs the field you select in the app's configuration to perform data synchronization to be filled in with a valid email address in your IDP and that this same email address is used in the user's or its manager account in Jira.
To resolve this issue, check the items below:
- Make sure the user’s manager has a valid email informed in the IDP field selected for data synchronization and that this email is the same informed in Jira. - The system also looks at the user’s upper hierarchy levels. so for this case, you need to check all 3 hierarchy levels the current user is related to and inform the correct email for them. | | I have set the configurations but, when I open an issue, I get the following message when I click on the “Hierarchy” link:
*The user attributes/hierarchy could not be loaded because the related issue does not have the correct user for the data synchronization you are trying to set. *
*For example, you set it to sync data from the <> field but it does not have any user informed.*
How can I resolve this issue? | When you configured the user to show data in the “Display Attributes From” section in the “Configurations” tab, you selected “Reporter", "Assignee” or "other user" (this one, from a user-picker field).
What happened is that, when you created the issue, the related field that contains the user was empty (probably the "Assignee" or the "Other User"), so the system was not able to find the reference to display attributes or to build the hierarchy.
To resolve this, please, update the issue with a valid user in the Reporter /Assignee / Other User field and try again.
Please, note the user’s email should be the same in your IdP and Jira. | | I am using Google Workspace and I can see custom attributes retrieved in Mindpro Sync when I am creating the field mapping, but I cannot see these fields in the Google Workspace interface.
Is there any restriction applied? | Yes, Google Workspace only allows users with “Super Admin” privileges to manage and even to see custom attributes in the admin panel. Although these attributes are sent in the API for integrations and Mindpro Sync is able to interact with them, Google Workspace does not allow "common" users to interact with these attributes in its admin panel. | --- ## **Notification Issues** | **Question** | **Answer** | | --- | --- | | I have disabled notifications in the Global configurations, but users are still receiving email messages when mapped fields are updated.
Is there anything else to check? | In this case, check if you have configurations “by space” set. If yes, access the related space and find the “Mindpro Sync” link on the left menu. There you will find the same options you have in the Global configurations but enabled specifically for that space.
If you have notifications enabled there, this is the reason users continue receiving emails, since the app prioritizes space configurations (when set) over the Global configurations. You just need to uncheck the “Notify issue watchers when Mindpro Sync updates its fields” checkbox and save the changes, so users in that space will not receive notifications any more. | --- ### **Need any help?** Didn’t find what you were looking for? Raise a ticket [here](https://mindpro.atlassian.net/servicedesk/customer/portal/3) or get in touch at [support@mindproapps.com](mailto:support@mindproapps.com)