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Data not syncing

If a lens shows out-of-date data, the fix is almost always one of three things: a stale cache, a failed Sync Agent, or a Jira workflow that uses custom event notifications. Work through the checks below in order.

Step 1: Refresh the lens

Section titled “Step 1: Refresh the lens”
  1. In the toolbar, click Refresh (circular arrow icon).
  2. Wait for the spinner to finish.
  3. If the data is now current, the cache just needed a nudge. Stop here.

If it’s still wrong, continue.

Step 2: Check Sync Agents

Section titled “Step 2: Check Sync Agents”
  1. Open the Sync Agents panel in the lens.
  2. Look at each agent’s Last run timestamp and status.
  3. If an agent is flagged as errored, click it to see the message.

Common causes and fixes:

  • JQL references a missing field — edit the agent and rewrite the JQL.
  • JQL references a project the author can no longer access — transfer the agent to someone with access, or have that person re-save it.
  • Rate-limit hit — wait up to an hour for the API budget to refresh, then re-run.

Step 3: Check one issue directly

Section titled “Step 3: Check one issue directly”
  1. Select any row that looks stale.
  2. Open Issue details in the Inspector.
  3. Click Refresh from Jira to pull that one issue straight from the REST API.
  4. If the refreshed value matches what you expect and the grid still shows something else, it’s a cache issue. Ask an admin to refresh or purge caches (see Cache & refresh).

Step 4: Watch out for custom workflow notifications

Section titled “Step 4: Watch out for custom workflow notifications”

Some Jira workflows use Custom Event Notifications for transitions. These do not fire the standard avi:jira:updated:issue event that Foundation listens for. The result: the issue transitions in Jira but stays stale in Foundation until something else pokes it — usually within an hour.

Workarounds:

  • Manually refresh the lens after running those custom workflows.
  • Ask your Jira admin to switch the workflow to the standard update event if possible.
  • Accept the delay and schedule a Sync Agent to refresh the lens on a cadence that matches the workflow’s cycle.

Step 5: Verify the user’s Jira access

Section titled “Step 5: Verify the user’s Jira access”

If a specific user sees stale data that everyone else sees correctly, their Jira BROWSE permission may have changed. Foundation caches BROWSE results for 15 minutes per user. They can reload the lens twice after the 15-minute window to pick up the new permission set.

When to escalate

Section titled “When to escalate”
  • Multiple users across multiple lenses report staleness at the same time — probably an event-handler outage. Ask your admin to check the Monitoring dashboard and the cache state.
  • Every refresh loops back to the same wrong data — possible data corruption in the cache. A Purge cache and re-open usually fixes it.
Section titled “Related”