XRAY: Automatic Jira ticket creation fails indicating SSL Error

AuthorFullName__c
Sushmita S Shetty
articleNumber
000006139
FirstPublishedDate
2024-07-08T05:56:27Z
lastModifiedDate
2025-07-22

XRAY: Automatic Jira ticket creation fails indicating SSL Error

When integrating Jira with Xray, the integration fails to generate automated tickets whereas manual tickets will be generated as expected. The behavior is noticed with the helm/docker-compose installation type which is configured with the self-signed certificates. The error  “tls: failed to verify certificate: x509”. 

The sample failure logs will be as below and coming from the analysis micro service.  

xray-analysis-service.log: 

2024-05-06T08:16:50.391Z [33m[jfxan][0m [34m[INFO ][0m [8e5fa074b7e85bf1] [exchange_handler:810          ] [ticketing                       ] Worker Ticketing id 2 sending message for retry on queue ticketingRetry, attempt: 1, error: failed to process user Issue 1787396088253140992
 --- at /go/src/jfrog.com/xray/xray/backend/backend/service/ticketing/violation_processor.go:82 (violationProcessor.ProcessAsyncAutoTicketCreationMessage) ---
Caused by: failed to process ticket creation for system
 --- at /go/src/jfrog.com/xray/xray/backend/backend/service/ticketing/violation_processor.go:168 (violationProcessor.processTicketingForUserIssue) ---
Caused by: failed to create automatic ticket
 --- at /go/src/jfrog.com/xray/xray/backend/backend/service/ticketing/ticketing_service.go:189 (TicketingServiceImpl.CreateAutoSystemTicket) ---
Caused by: failed to create ticket
 --- at /go/src/jfrog.com/xray/xray/backend/backend/jira/ticketing/create_jira_ticket_helper.go:268 (JiraCreateTicketHelperImpl.getIssueID) ---
Caused by: failed to get server info
 --- at /go/src/jfrog.com/xray/xray/backend/backend/jira/ticketing/create_jira_ticket_helper.go:219 (getIssueIdForNewJiraVersions) ---
Caused by: failed to get server info for https://srvtcjirat01.services.intern/, err: Get "https://srvtcjirat01.services.intern/rest/api/2/serverInfo": tls: failed to verify certificate: x509: certificate signed by unknown authority


For manual ticket creation, the SSL certificate would be pulled from the server pods, however, for automatic ticket creation, SSL certificates would be pulled from analysis pods/containers.
  

Resolution

To overcome the issue described above,  import the Jira SSL certificate into the xray-server and xray-analysis pod by placing it under the following path within the XRay host /etc/ssl/certs/ directory. 

Make sure to redeploy the pods/containers once the certificates are placed to read the additional information and the automated tickets should be generated.  

References

Xray Jira Integration https://jfrog.com/help/r/jfrog-security-documentation/xray-jira-integration ​​​​​​​