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Transition fails if executed by some certain users - How to debug

Andreas Denzler

Hello everyone,

We have a transition that weirdly can be executed by almost all users, but for some users there is an error message. It is definitely not due to permissions or something similar, the users for whom the execution fails even have higher permissions.

The users for whom the execution fails receive the error message in the screenshot I attached here.

The error message tells to get more information in the logs. How exactly can I debug this error with the help of the log and find out why for some users the transition fails and for others the transition works properly? How can I find out and debug the reason for this behaviour?

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Andreas Denzler

The screenshot: 2022-01-27 08_41_52-Window.png

Rilwan Ahmed

@Andreas Denzler ,

Please check what post function is used for the transition. You can share screenshot.

Nic Brough -Adaptavist-

Ah, the error message is telling us what is wrong, but unless you've seen it before, you probably can't work it out from there. The logs would tell you more, but even then, take you on quite a roundabout route to what the problem probably is.

I mean if you go chasing the logs, you'll probably find (after three or four hops) a database error, which still doesn't tell you the real problem, but at least gets you to look at the database. And I'm pretty sure you are using MySQL for the database!

If this is what I think it is:

It's not your users that are a problem, it's the content they are putting into Jira, combined with a configuration quirk.

I think that you'll find the content they are trying to put into a text field (summary, description, comments etc) contains an advanced emoji or some other "clever" encoding. And your database is not set up to handle it. So when they post the data, Jira hands it to the database, and the database goes "nope, not doing that", so Jira comes back with a "can't create issue" error.

I first ran into this with MySQL where someone was pasting in that "smiling poop" emoji. Take the emoji out, the create/edit worked fine.

So test that next!

Andreas Denzler

Any update on this?

Nic Brough -Adaptavist-

No, it looks like my previous answer was right, because no-one has given us any information that it is anything else.

Andreas Denzler

I can not confirm this.
Also an empty transition, when no additionally field values or comments, especcially with no smiley, was added, the transition fails as well.

Any known errors with this error message or any other possible reasons or methods to deal with this error?

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