JIRA API call return successful but not creating JIRA ticket some of the JIRA boards

[sherin mathew]

We have used a service account(c3s@merkleinc.com) to create cloud JIRA tickets.   We recently ran into an issue for 2 of the JIRA projects (DAT/MKE) where when call the JIRA create API using the service account c3s@merkle.com. It returns a successful request as well as a JIRA number. However, when trying to access that JIRA ticket we can't access it(even the admin users) so we're not sure if the ticket was ever created.  We’ve used this service account(c3s@merkleinc.com) to create other cloud JIRA tickets(REKEY,M1E2, FCINFOSEC) and they were successfully created without any issues. We’ve used Python JIRA API as well as tRest API call in Talend.   Both return the same behavior.    Here is a debug log from the Python API call.

DEBUG:urllib3.connectionpool:Starting new HTTPS connection (1): merkleinc.atlassian.net:443

DEBUG:urllib3.connectionpool:https://merkleinc.atlassian.net:443 "GET /rest/api/2/serverInfo HTTP/1.1" 200 None

DEBUG:urllib3.connectionpool:https://merkleinc.atlassian.net:443 "GET /rest/api/2/project/DAT HTTP/1.1" 200 None

DEBUG:urllib3.connectionpool:https://merkleinc.atlassian.net:443 "POST /rest/api/2/issue HTTP/1.1" 201 None

DEBUG:urllib3.connectionpool:https://merkleinc.atlassian.net:443 "GET /rest/api/2/issue/DAT-14204 HTTP/1.1" 200 None

DAT-14204 created!

https://merkleinc.atlassian.net/browse/DAT-14204

[sherin mathew · Accepted solution]

We found out there were two Automation rules that deleted Jira issues that fit certain criteria  from the MKE/DAT projects. So, the JIRA tickets were auto deleted right after they were created. We have deleted those auto delete rule and the issue is resolved.

[Trudy Claspill]

Oh my. 

That is an excellent argument for removing the permission to delete issues in projects for all users, except maybe Jira Admins, and instead set them to a "done" status with a "deleted" resolution.

[Trudy Claspill]

Hello @sherin mathew 

Are the two problematic project Team Managed or Company Managed?

Are they Software, Service, or Business/Work Management projects?

Are people able to create and/or see other issues in the projects (ones not created by the service account)?

Are you using Issue Security/Restrictions in those projects?

[sherin mathew]

Hi Trudy,

1. These are company managed projects

2. Is there a way to check this?

3. yes

4. From the jira admins there has not been any recent changes to the projects. We were able create JIRA tickets using the service account for these 2 projects until about 2 weeks ago when this issue started,   

[Trudy Claspill]

2. When you are viewing the project in the UI look at the panel on the left. You should see the name of the project at the top of the panel. Directly below that do you see either "Software project" or "Service project"? If so, then the project is either a Software project or a Service project, as per what you see. If you don't see any such tag, then it is a Business/Work Management project.

So you previously were successfully using the same code to create issues in these projects, and users were able to view them?

Are users able to manually create issues in the projects? Are other users able to see the issues that are created by users versus created by the service account code?

[sherin mathew]

yes, these are software projects. 

correct, we had no issues until recently creating issues for these projects using same code base and the same service account.

Users are able to manually create the issues on the board, Yes, other users can see those issues. 

[Trudy Claspill]

Have you implemented an Issue Security Scheme for the project?

Are the issue keys that are assigned to manually created issues skipping the keys for issues that the code is reporting are being created?

[sherin mathew]

We've opened up a support ticket for this issue.   I will post the findings here once it's resolved.