Issue Collector troubleshooting guide

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This page is meant to assist you through the main problems of Issue Collectors and what to verify to better troubleshoot them.

The 3 recurrent topics about Issue collector cases

  1. Environment: A lot of Issue Collector cases are referring to environment problems. Issues that can't be created, error messages at the creation, it seems to create but it actually doesn't, etc. Let's be sure about the root cause. Is it in a JIRA application or in the Issue Collector itself or in the network/environment of the customer?
  2. Field visibility: Different errors regarding to fields which doesn't appear/doesn't work.
  3. Permissions: Lack of permissions from users involved in the usage of the Issue collector may cause a lot of different problems.

Environment issues:

The main test to identify if the problem is in a JIRA application or in the Issue Collector or in the network is embedding the Issue Collector inside JIRA applications itself. To do this, create an issue collector with all the fields the customer is using (create custom fields with the same issue type if necessary) and add the Issue Collector code inside the Announcement Banner area. If everything is working fine and you couldn't reproduce the problem mentioned (usually stack traces or being unable to create issues), the problem has 99% chance of being environmental. Go after proxy/firewall/network settings. Also, always make sure that the JIRA application server is reachable from where you are embedding the Issue Collector.

Field Visibility:

Issue Collector won't allow you to add fields if they are hidden, but on the other hand you can hide fields after they are added to the Issue Collector. If the field was required, you will have a lot of trouble mate. Don't forget to verify all the fields which are added to the Issue Collector and what is their current situation.

Permissions:

The Issue Collector allows you to set as the default reporter an user who doesn't have the "Create Issue" permission. That being said, you'll understand why verifying the permissions of default reporter, reporter, assignee, etc. is a very important step of the troubleshoot.

Common errors and its KB's/JAC's:

NameLinkStack Trace
Removing Feedback related errors

Removing Feedback Related Errors

Exception: Script error.
Resource: https://jira.atlassian.com/s/en_UKsx8qk0/710/2/1.0.8-beta/
_/download/batch/com.atlassian.jira.collector.plugin.jira-issue-collector-plugin:issuecollector
/com.atlassian.jira.collector.plugin.jira-issue-collector-plugin:issuecollector.js Line: 0
Default reporter doesn't have create issue permission JRA-32364 - Getting issue details... STATUS
2013-03-28 13:43:22,107 http-bio-8600-exec-21 ERROR guest 823x402x1 1hmw0r8 127.0.0.1 
/rest/collectors/1.0/template/custom/3873c579 [collector.plugin.rest.TemplateResource]
Detected missing fields in collector 'Test Issue Collector' (id: 3873c579, project: DEMO):[pid]

Adding attachment to Issue Collector disables submit button in IE8 

JRA-31561 - Getting issue details... STATUS  

Unable to create an Issue Collector Form Upon Upgrading, Due to Required Attachment and Assignee

Unable to create an Issue Collector Form Upon Upgrading, Due to Required Attachment and Assignee

(red stack trace) You cannot create an Issue Collector for this project, because the following fields are required on the

project...

Can't attach file via Issue collector in IE9 JRA-31719 - Getting issue details... STATUS  
Field height of the "Description" field is damaged in the Issue Collector when setting a default value

JRA-34370 - Getting issue details... STATUS

Also: Can't attach file via Issue Collector in IE

 

Issue Collector Oops error

Issue Collector fails with "Oops! something went wrong" error 

 


Last modified on Oct 7, 2015

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