Issue Collector troubleshooting guide
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs 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
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
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?
Field visibility: Different errors regarding to fields which doesn't appear/doesn't work.
Permissions: Lack of permissions from users involved in the usage of the Issue collector may cause a lot of different problems.
Solution
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:
Name | Link |
|---|---|
Default reporter doesn't have create issue permission Stack Trace: 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 | JRASERVER-31561 - Adding attachment to Issue Collector disables submit button in IE8 |
Can't attach file via Issue collector in IE9 | JRASERVER-31719 - Issue Collector Cannot Attach File in IE9 or IE10 fixed in 6.3.4 and later |
Field height of the "Description" field is damaged in the Issue Collector when setting a default value | JRASERVER-34370 - Field height of the "Description" field is damaged in the Issue Collector fixed in 6.1.4 and later |
Issue Collector Oops error | Issue Collector fails with "Oops! something went wrong" error |
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