Summary

When using Jira Service Management, after creating a request on the Customer Portal, the request detail view crashes, refusing to load. The problem occurs:

• only on specific browser (Firefox, Safari), but not on other browsers (Chrome, Microsoft Edge)
• in all Service Management projects
• for all users, Jira administrators, and customers

Environment

Jira Service Mangement 4.x and higher.

Diagnosis

• When creating a request from the Customer Portal on Firefox, the following happens:
  • After a few seconds, Firefox shows the message "A web page is slowing down your browser", and the user gets an option to either "wait" or "stop" the problematic page
  • After clicking on "stop", the request detail page loads as expected

• When collecting the output from the Browser Development tool console, we might see that some scripts were terminated:

  Script terminated by timeout at:
  kl@<JIRA_BASE_URL>/s/441c0047657a42cf3a830c9bb0cb14ee-CDN/sihfre/813013/1kkn3r9/9f134e607850b9feac1a2833b9295c84/_/download/contextbatch/js/jira.webresources:almond,customerportal,servicedesk.portal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:1848:98061
  ll@<JIRA_BASE_URL>/s/441c0047657a42cf3a830c9bb0cb14ee-CDN/sihfre/813013/1kkn3r9/9f134e607850b9feac1a2833b9295c84/_/download/contextbatch/js/jira.webresources:almond,customerportal,servicedesk.portal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:1848:94207
  Ho/<@<JIRA_BASE_URL>/s/441c0047657a42cf3a830c9bb0cb14ee-CDN/sihfre/813013/1kkn3r9/9f134e607850b9feac1a2833b9295c84/_/download/contextbatch/js/jira.webresources:almond,customerportal,servicedesk.portal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:1848:45318
  
  ...

• When checking the add-ons installed in the Jira application, either via the page ⚙ > Manage Apps > Manage Apps, or via the application.xml file from the support zip, we can see that the add-on Extension for Jira Service Desk is installed and is on a version lower than 6.13.2, for example:

     <plugin>
        <key>com.intenso.jira.plugins.jsd-extender</key>
        <name>Extension for Jira Service Desk</name>
        <version>6.12.5</version>
        <vendor>Deviniti</vendor>
        <status>ENABLED</status>
        <vendor-url>www.deviniti.com</vendor-url>
        <framework-version>2</framework-version>
        <bundled>User installed</bundled>
      </plugin>

• If the add-on Extension for Jira Service Desk is disabled from ⚙ > Manage Apps > Manage Apps, the issue is no longer replicable

Cause

The add-on Extension for Jira Service Management is known to cause slowness issue on some browsers like Safari or Chrome and the issue was fixed on the version 6.13.2, as per add-on version history.

Solution

Upgrade the add-on Extension for Jira Service Management from the page ⚙ > Manage Apps > Manage Apps to the version 6.13.2 or any higher version.