Andy Heinzer Atlassian Team

Hi Dave, Thanks for these logs. I can see where Jira is syncing with this directory and in turn it is removing these users from Jira. I would only expect this to happen when the directory itself does not contain the user accounts at the time of that sync, or the accounts exist but are not matching your filters configured…

You are not expected to be able to change this field in the jiraissue table. Actually the value in the jiraissues table is correct. I understand why you might believe it to be wrong, but that is because of the way Jira is tracking user account renames. Jira tracks a user account being renamed inside the app_user table.…

Hi Dan, At the moment, it does not appear that this is possible to do with Jira Service Desk. But there is a feature request to add this that is being tracked in https://jira.atlassian.com/browse/JSDSERVER-4417 for Server and https://jira.atlassian.com/browse/JSDCLOUD-4417 for Cloud. I would recommend watching those issues…

Jira does have a function for creating release notes as documented in Creating release notes - Atlassian documentation. However these are not created in a Word format. Instead these can either be created in text or html formats. You can customize the formatting of those templates as well, that same link has more…

Hi Ritchie, Thanks for updating the post to let others know the solution here. In the future, I would recommend when you find a solution like this to instead post an answer to your own question and then accept it. This way the Community site has a better way to track which questions asked have answers and which do not.…

Hi Matthew, Sorry to hear about this problem. I am interested to see if we can learn more about this. It sounds like you might be encountering a known problem that is documented in this bug report: https://jira.atlassian.com/browse/JSWSERVER-13881 If that is the case, then there might be a problem with your workflow in…

Jira Cloud is using the sender's email address as a lookup to make sure that the useraccount actually has the permissions to create issues. Given what you have described, it seems likely to me that this user does not have access to create issues with that specific account, in the specific project that mail handler is setup…

Hi Jeremy, I believe that the Atlassian Marketplace does currently have a few different plugins for Jira that could be used to connect Jira with another site/service such as Sharepoint. I'd recommend taking a look at these search results: https://marketplace.atlassian.com/search?product=jira&query=sharepoint I hope this…

Yes there are certain versions of browsers that are supported depending on your product. For Jira Cloud we have documented the browsers that are supported in Supported browsers. For Jira Server please see the documentation Supported platforms - Atlassian Documentation. That page has a corresponding page for each version of…

Hi Werner, I just posted a reply to that support ticket. I was able to see the logs you supplied there and I believe the error you are seeing is caused by an incorrect collation on the database that Jira is using. java.sql.SQLException: Illegal mix of collations (latin1_swedish_ci,IMPLICIT) and (utf8_general_ci,COERCIBLE)…

Hi Stefan, I am sorry to hear this has not been resolved yet. We did create a previous support request to try to help in regards to this problem, however we have not received any update from you on that issue in several weeks. Typically we would like to focus on this same support request until the problem is resolved…

Hi Dave, The failed incremental sync is not uncommon to see with Jira. That by itself is not really an indication of a problem here. I would be interested to learn if there have been other reported problems with users being unable to login since Friday. I can't say yet if this might be something to do with a setting in…

Hi Erika, Thanks for letting us know the specific details that helped resolve this. Cheers, Andy

Sorry to hear this did not resolve this problem. In this case, it would probably be best to undo this dark feature. You can do this by returning to this page and clicking the disable button for this feature name. Could you let me know a bit more about your environment and this recent upgrade? Such as, what version of Jira…

Clicking the Request assistance should show you a stack trace that will help us understand the problem more. It would also help if we could see the contents of your $JIRAHOME/log/atlassian-jira.log file. This will tell us more about why you are seeing this 500 error.

Is this a Service Desk project? If so, then yes, there is a simple way to do this. There is a built in Automation feature in Service Desk projects that you can use in order to create a custom rule that would send a notification when a comment is added, and you can then setup a IF condition that is something along the lines…

Hi Tyler, I don't understand what you mean by 'non-portal customers'. Do you mean customer portal? Or the main Jira login that Jira Core and administrators utilize? In Service Desk, everyone should have access to the customer portal if they have an account in Jira. Unless the service desk project is restricted to a certain…

Hi Frank, Sorry for the inconvenience here. It is not just you that is having this particular problem. We actually have a documented bug for this problem where you can track the progress of this problem. Please see https://jira.atlassian.com/browse/JRACLOUD-67719 for more details. I know it is not as convenient to have to…

Hi, I believe that you are encountering a documented bug in Jira 7.2.x and higher versions. This bug is currently being tracked in https://jira.atlassian.com/browse/JRASERVER-64095 At the moment, our development team is still trying to gather a more comprehensive view of the different possible causes for this kind of…

You could try to turn on access logging in Jira. In the Jira administration page for this, there is a link to have Jira start logging all access requests. On large environments with lots of users, this can create a lot of log entries very quickly. It might not show you all the information you are looking for here, but it…

^ this is true for all Jira Server 7.x instances. However if you happen to be on a Jira 6 or before, then the versions locations for Jira Agile and Jira Service Desk can be found by going to Cog Icon -> Add-ons -> Manage Add-ons -> Select user Addons, you would need to find those plugins here and expand them to see what…

Actually the link Tayyab posted here is for the Jira Server project, which doesn't have core boards. Please use the Jira Cloud project issue instead: https://jira.atlassian.com/browse/JRACLOUD-62667 I have made a note about this difference on the server issue. Thanks.

Hi Dave, Looking at that part of the log, I don't see a problem that clearly explains the behavior you report. But given what you are reporting happening I have a theory that Jira might be stuck doing a sync, in which case either the account is missing or the group membership is missing or both. Either way, it could…

Hi Werner, In order to better troubleshoot this particular problem, I would like to take a closer look at your Jira logs when this happens. These logs should contain more information about the problem here. Please see the support request created for this request. Regards, Andy

So the boards are limiting the issues shown there by the board filter. The sprint will still show there because there were issues in that sprint at the time those issues where moved to another project. If you want to close that, seemingly empty sprint that appears on that board, you are probably going to have to return to…

Hi Jens, The project issue list that I believe you are referring to, does not have a means to show other fields like status in that view. However, Luciano is referring to the global search, which you can easily get to from the project issue page if you click the link in the top right of the page called "View all issue and…

Hi Erika, This activity stream filter is pretty particular in the username value it will accept. I think the easiest way to make sure that you are using the username value Jira is expecting would be to first load the activity stream without this user filter, then find an entry with your name. If you hover over the link for…

There is no process to take index data and move it to the database. Database data and Index data is not a two-way street, so to speak. The indexes are created solely upon the content in the database. When you update/create issues in Jira, the database is actually being updated first, and then Jira is triggering an…

HI Chad, Thanks for letting me know. I will re-post my previous reply as an answer and accept it in case other users encounter this same kind of problem. Regards, Andy

Hi Michal, JQL is limited in that it is only designed to return a list of Jira issues. I understand that you are looking for a specific segment of data in those issues, but JQL is not granular enough to provide only this. It is designed to return the issues in Jira that match your query and with it all the values in that…