Andy Heinzer Atlassian Team

Hi Jay, In the link to the other post you cited, the customer noted that they had a Bitbucket Cloud instance, but wanted to register a Confluence Cloud instance with a specific hostname. However from reviewing your request, it is not clear to me what domain you currently have vs what hostname you are looking to register. I…

After looking closer at Ferdy's logs in a support ticket, we found this additional error in the logs: 2017-11-20 11:34:00,414 Caesium-1-2 WARN [c.a.j.issue.index.DefaultIssueDocumentFactory] Error indexing issue SUP-1222: Dropping 'customfield_10500'com.atlassian.greenhopper.manager.lexorank.LexoRankIntegrityException:…

Hi Vivuu, The KB article I linked does include MS SQL specific queries for this: Retrieve last login dates for users from the database. Please note that this KB has different queries to run depending on what version of Jira you're running. If you are using Jira 6.2 or higher on MS SQL the query would look like this:…

Hi Leonard, If you used the Jira Software 7.6 bin/exe/zip/targz installation packages, I would have expected this be upgrade both Jira core and Jira Software at the same time. However with what we know of the current logs we see so far, we can't tell if something happened with the core upgrade to cause a problem, or…

Hi Renato, It sounds like you're using an Apache proxy to terminate SSL there, and then Jira just has a standard http connector. If that is the case, then I would recommend reviewing our guide on Integrating JIRA with Apache using SSL. It is a common oversight that after you have configured the proxy, that lots of admins…

Hi, Thanks for this information. Given what we have seen so far, it looks like there is a serious problem with ranking not working correctly on the system. As such I have created a support request on your behalf. Please generate a support zip as requested there and you can then upload that zip file to that support ticket.…

Afraid I have not seen this error generated when trying to download the support zip in browser. It feels like there might be some other javascript being added to this page that might be preventing the end user from downloading this directly from the website itself. I would check the announcement banner in Jira to see if…

The audit logs in Jira can keep track of changes to user management, but they don't actually track when users last logged into the site. For that purpose, you might have better luck trying to follow the KB Retrieve last login dates for users from the database. You should be able to use the SQL queries on that KB in order…

What version of Jira Software or Jira Agile are you running? When this kind of error happens, it is clear that these issues are not getting a rank value assigned to them, but this is something that should be happening almost immediately at the time the issue is first created provided that the Agile/Software plugin is up…

This is something that I believe Atlassian announced a greater support for at Summit a few months ago. As such I would recommend checking out the page https://www.atlassian.com/enterprise/data-center/azure . That page does have some links to some additional guides for setting up data center on Azure such as Getting started…

From within the project roles, you can't change/view the group memberships. But If you are a Jira administrator, you can navigate to the System Gear icon in the top right of the screen -> User Management -> Groups for Jira Server. If you're on Jira Cloud it's a similar location Gear/Cog Icon -> User management. From here…

Hi Steven, The 2000 user limit applies to the Jira Cloud product. It does not apply to the Jira Server product. If you have Jira installed on AWS or your own servers, you're running Jira Server, not Jira Cloud. I can understand the confusion here since AWS is providing a Cloud platform for your Jira instance, but this is…

Typically this error happens because you have upgraded Jira (and Jira Core), but you have yet to update the Jira Software plugin that goes with this. As such Jira Core 7.6.x won't be able to load Jira Software 7.1.x versions. You can resolve this in a couple of different ways. If Jira is started up and you can access the…

Hi Kevin, I took a look at our internal system and I can see that you appear to have starter licenses for both Jira and Confluence on the same account as your appear to be using for our community site. This just means that you would need to login to our https://my.atlassian.com site in order to obtain those license keys.…

That sounds very strange. I'd be interested to see if you can directly visit your https://[your_cloud_address].atlassian.net/logout/ in order to try to logout instead. If that doesn't seem to work could you try to browse to https://id.atlassian.com and see if you can use the Log out button in the top right corner of that…

That's correct, Kimberly. The request participants field is unique to Service Desk projects. This field can contain users in the Service Desk customer role that are not able to get the typical Jira Core/Jira Software notifications because these users are unlicensed Jira users. Because of this, in order for these users to…

Hi Adolfo, I understand you are looking to have scriptrunner create its logs in the $JiraHome/log/ folder instead of the default here in the $JiraInstall/logs/ folder. The way this could be done would be to create a new variable for the Jira home directory. By default the setup and installation of Jira doesn't always…

Hi Roger, I have not encountered this particular problem before. Could you please let us know more about which platform you're using? (ie Jira Cloud vs Jira Server) And if this is Jira Server, please let me know what version of Jira you're running. Also are you just using the User Management -> Create User button in order…

In our support case we found that the license key was not accurate. Once we used the correct key from the billing/technical contact's https://my.atlassian.com account, Service Desk was installed correctly and working then. Cheers, Andy

Hi Rodrigo, The problem you will encounter here is that within Jira you have to set a Base URL to a single specific address. This is telling the Jira application what URL is being used to access the site. While you can technically still reach the site from other addresses, like the IP, or a different interface address, or…

If your server.xml only has a single connector defined, and you just set that to use the proxyName, proxyPort, and scheme parameters, then all the traffic going to that connector should be going through the reverse proxy first. That is what Jira's Tomcat instance is expecting to happen with those parameters set. If that is…

This kind of JavaScript error is known to be caused by any of the following: * User-installed plugins * Script in the instance (announcement banner or issue fields) * Environmental configuration (Proxy/SSL) In order for us to troubleshoot this further, could you please try to answer the following: * When did it start…

Yes, I believe this is still related to the bug I posted above. Since there is a specific package that does not appear to be publicly available, it looks like either this is going to need to be made public or a new set of steps would be required to be able to build Jira from source in these versions of 7.4.0 and higher of…

Yeah sorry to report, but the Jira Cloud database is not accessible to Cloud subscribers. This is certainly something you could control if you were using the Server line of products as you would need to setup that up in order to connect Jira to a database on setup. However the Cloud offerings do not provide a means to…

You can certainly create a mail handler in Jira in order to have Jira check a mailbox for messages which in turn could be used to create issues from these. However even that guide suggests if you are doing this in order to then communicate with customers, it would probably be better use Jira Service Desk, as this way you…

Hi Lynn, I'm not sure you're doing anything wrong, but let me try to explain what I think I understand about this situation so far. By setting a default value for a custom field, all issues that have this field will use that value when the issue is created, unless some other value is being entered at the time the issue is…

Hi Christian, I am not sure why the board configuration page would behave this way for you. However I am interested to see if you can actually edit the workflow being used in place here. If there is a single workflow that encompasses all the issues that appear on this board, then you should be able to View/Edit the…

From looking at that plugin's support page on our Marketplace, it looks like they have two different links you can use to reach out to them: Contact * Email vendor * Submit a support request It is not clear to me if there is perhaps a configuration option within this plugin to do what you want or not. In this case, I think…

Is there a reason you are trying to use the issue edit endpoint in REST to do this? Jira Service Desk has some addition APIs that are intended to handle just this specific function of adding requested participants. I would recommend trying to use those endpoints in REST instead:…

Jira depends on SQL server being up in order to operate. So if I have to restart the SQL service/server, I would just make sure to stop Jira first. If you don't do this, then I would expect to see all kinds of errors in Jira itself. Those might just be temporary, but Jira is always expecting to have access to the SQL…