Issue Collector is not able to create issues from Chrome
Platform Notice: Data Center - This article applies to Atlassian products on the Data Center platform.
Note that this knowledge base article was created for the Data Center version of the product. Data Center knowledge base articles for non-Data Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
Jira Issue Collector fails to submit new ticket with the error: "There was a problem submitting your feedback...". This occurs primarily with custom Issue Collector forms.
Environment
Versions 8.21.0, 8.13.15, 8.20.3, 8.22.0, 8.13.18, 8.20.7, 8.20.8 see bug reference below:
The above affected versions are resolved by JRASERVER-73212 - Submitting an issue collector on a non-same origin site results in HTTP 404. However there are some other factors as detailed below, which can cause this error in newer versions of Jira.
Newer versions of Jira, see the diagnosis and solution below:
Diagnosis
This problem is related to the cookie attributes for the XSRF value. The XSRF check will fail in the following cases:
- when the Jira cookie "atlassian.xsrf.token" is not secure and with attribute SameSite=none
- this can be verified in a HAR file on the requests which contain this cookie
- additionally, the browser has to allow "third-party cookies"
- Jira base URL has to be secured by SSL for the secure cookie to be sent
Cause
Browser security will not set the cookie correctly if "third-party cookies" are not allowed in Chrome's cookies settings. Further. the Tomcat connector has to have secure="true" and scheme="https".
Also, Jira version needs to be 9.0.0, 8.20.10, 8.22.4 or newer.
Solution
Ensure that you are not on a Jira version affected by JRASERVER-73212 - Submitting an issue collector on a non-same origin site results in HTTP 404 Set up Tomcat connector with secure="true" and scheme="https" attributes, as documented in the instructions at: Running Jira applications over SSL or HTTPS