The Jira Service Management request detail page freezes after a request is created when using Firefox or Safari
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
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:
1 2 3 4 5 6Script 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-onExtension for Jira Service Deskis installed and is on a version lower than 6.13.2, for example:
1 2 3 4 5 6 7 8 9 10<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.
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