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Post upgrade of Service Desk to v.4.13.7 the User & Roles section went blank. How to fix that?

Gunasekaran Subramanian

I have upgraded Jira Service Desk/Jira Service Management from v.3.12.0 to v.4.13.7 and completed re-indexing in a sandbox environment. Everything looks fine except the 'Users and Roles' section under 'Project Settings'. This page went blank/empty.

Can someone please guide on how to debug/troubleshoot this problem to fix?

Appreciate in advance!!

Accepted answers

Gunasekaran Subramanian

My issue is resolved now and hopefully it helps the community with the KB article - https://confluence.atlassian.com/jirakb/the-project-users-and-roles-page-is-empty-after-upgrading-jira-1085190059.html

We have noticed (via Developer Tools at Chrome) that the URL which ends with 500 error have ~ symbol in it. This is a new from v.8.x. ~ is considered as one of the bad characters and blocked by SiteMinder to prevent from remote code execution/injection vulnerabilities. While allowing this special character temporarily for testing purpose and restarting web server, we were able to view the page loaded properly.

Now, we need to take all precautionary actions to allow this special character until Atlassian remove this from their next release.

All comments

Joseph Chung Yin

@Gunasekaran Subramanian -

Is your sandbox env a clone of your prod env with content? You should also check to see what you have via Jira Administration > User Management in your sandbox env.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Gunasekaran Subramanian

@Joseph Chung Yin , Thank you for the quick response. The user management section does not have any impact.

The sandbox environment was not an exact replica of production in terms of projects/issues in it; but it was a working copy - still a working copy with an exception of Users and Roles section issue under project settings.

Thanks.

Joseph Chung Yin

What do you mean by blank/empty? Are you stating that all the project roles in used for the projects are showing with 0 membership?

Best, Joseph

Joseph Chung Yin

Here is a similar issue that I found, maybe it will help you to investigate - https://community.atlassian.com/t5/Jira-Software-questions/After-upgrade-to-8-7-1-Project-Settings-Users-and-Roles-is-blank/qaq-p/1338953

From the above reference - Can you try the same operation via a different browser app? (NOTE that IE is no longer supported as an app for Jira/JSM). Lastly, does the same issue happens for all of your projects in your sandbox env.

Best, Joseph

Gunasekaran Subramanian

Now, we need to take all precautionary actions to allow this special character until Atlassian remove this from their next release.

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