Customer notification rule is saving to the wrong rule

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Platform Notice: Server and Data Center Only - This article only applies to Atlassian products on the server and data center platforms.

Problem

When you edit a notification rule in customer notifications, your changes are saved into some of the other rules as well.


Example

In the following example, changing the Request created rule also changes the Public comment added rule:

  1. Go to Project settings > Customer notifications.
  2. Edit the Request created rule and update its content:
  3. Go back to rules, and edit the Public comment added rules. The same changes will be visible in this rule.


Cause

This problem is caused by inconsistencies in the database, specifically the AO_C7F17E_LINGO_REVISION table and its LINGO_ID column. The data in the LINGO_ID column should be unique for each customer notification rules, but because of this inconsistency the IDs are duplicated, and your changes are saved to multiple rules. To investigate this problem further, you can have a look at additional tables that are used when you edit a notification:

  • AO_C7F17E_LINGO_REVISION
  • AO_C7F17E_LINGO_TRANSLATION
  • AO_C7F17E_LINGO

Workaround

To work around this problem, you can clean up the data in the database tables mentioned above, so the IDs are unique.

Make sure to backup your database before completing any of the following actions.


Determine which notifications belongs to your project

  1. Run this SQL query to find out which ID is being used by your project:
  2. Run this SQL query to find out which LINGO_ID data is used by your notifications:



Determine which Customer notification belong to the affected project.

  1. Run below SQL to find out which ID are used by the affected project:

    select * from "AO_C7F17E_LINGO" where "PROJECT_ID" = <AFFECTED_PROJ_ID>;

    (info) Replace the <AFFECTED_PROJ_ID> with the affected project ID.

  2. Run below SQL to find which LINGO_ID used by customer notification that belong to the affected project:

    select * from "AO_C7F17E_LINGO_REVISION" where "LINGO_ID" IN (1,2,3,4,5,6,7,8,9);

    (info) Replace 1,2,3,... under IN with the ID return from Step 1.

  3. Run below SQL to list out all of the customer notification belong to the affected project:

    select * "AO_C7F17E_LINGO_TRANSLATION" where "LINGO_REVISION_ID" IN (166,167,168,169,170);

    (info) Replace 166,167,168,169,170,... under IN with the ID return from Step 2.

Delete Customer notification belong to the affected project.

  1. Stop Jira
  2. Run below query one by one:

    delete from "AO_C7F17E_LINGO_TRANSLATION" where "LINGO_REVISION_ID" IN (166,167,168,169,170);

    (info) Replace 166,167,168,169,170,... under IN with the ID return from Step 3 above.

    delete from "AO_C7F17E_LINGO_REVISION" where "LINGO_ID" IN (1,2,3,4,5,6,7,8,9);

    (info) Replace 1,2,3,... under IN with the ID return from Step 2 above.

    delete from "AO_C7F17E_LINGO" where "PROJECT_ID" = <AFFECTED_PROJ_ID>;

    (info) Replace the <AFFECTED_PROJ_ID> with the affected project ID.

  3. Start Jira.

  4. Go back to Affected Project > Project settings > Customer notification.
  5. Set back the Customer notification for all of the rules. Click Edit and put your customize notification.


DescriptionCustomer notification rule is saving to the wrong rule
ProductJira Service Management

Last modified on May 18, 2021

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