Andy Heinzer Atlassian Team

Hi Antonio, I doubt that particular plugin is the source of the problem here. I would be interested to see what the HAR file shows when trying to load that page. I have a feeling that something on the page is failing to load. In which case it might also help to take a closer look at a support zip from this Jira site. This…

Hi Mads, I understand that you recently reinstalled the domain controller and since that time Jira is not able to login these users. The error message you posted of Directory 'Active Directory server' is not functional during authentication of . Skipped. is a pretty clear indicator that Jira is not able to connect to the…

Hi, I understand that you are seeing this 'read past EOF' error in the Jira logs. This tends to indicate that the indexes in Jira have become corrupted. We have a helpful knowledge base article about this problem and ways to fix it over in Reindexing Jira server throws read past EOF error. From that article, if you're…

Hi Antonio, I understand that you're using Jira server 8.4.2, and that when users login for the first time the navigation bar at the top of the screen is not properly loading submenus until the user has logged off and then back in a few times on that specific machine. In my 8.4.2 I have not yet been able to replicate this…

Hi Tim, If I understand your concerns here, you have found that attachments in a Jira issue will open in a preview window, but that links to these attachments found in descriptions or comments always prompt to download instead of preview. In my testing of this, my attachments never open in Google PDF Viewer, but then…

Hi, If I understand your problem here, you are in the global permission section of Jira's administration menus, but you no longer see the ability to add a "Jira System Administrator" role to be added. This happens when your account itself is not currently a System admin. The fact that you can reach this page means that you…

Hi @Victor Catano That's very strange to see. So I tried to replicate this behavior. I found that I too could not find issues with the advanced JQL search of just summary ~ "be" Despite knowing that I have created issues with that very short word in the summary. So in the process of investigating this, I switched the…

Hi Frederic, I understand that you are using the java rest client in an app, but getting back an error in regards to the REST API endpoint that app is trying to call. Sorry for the inconvenience here, it seems that this has been documented as a bug. Please see JRACLOUD-72126 for more details. This particular bug appears to…

Hi, Sorry to hear that you are having problems with starting Jira server here. It looks like you have one or more system plugin in Jira that is failing to load on startup. As such this can cause Jira to fail to start altogether or fail to work as expected. I would recommend trying to follow through on the KB…

Hi, Sorry to hear that you appear to be having problems setting up Jira with a MySQL 5.7 database on the back end. We do have a comprehensive guide for setting up Jira to use this database type over in Connecting Jira to MySQL 5.7. I would recommend trying to follow this guide very closely. I have seen a number of users…

Hi Siva, If I understand the problem here, your Jira Cloud site is not loading Jira issues when you click on them, but instead it seems to be downloading this file instead. I have not been able to replicate this problem, nor have I found any other reports of this happening. I took a closer look at your Cloud site and I…

Hi Bruce, I understand that you have concerns about an address that is accessing your email account at the IP address of 18.246.31.227 Atlassian does list all of the IP ranges and Domains that our Atlassian Cloud sites could be potentially using in a list you can see the IP ranges at https://ip-ranges.atlassian.com/ Yes,…

Hi Emmauel, Thanks for the feedback here. I tend to agree with you that this button's current text could be easily misunderstood as to its intended function. So to attempt to remedy this problem, I created a suggestion for this problem over in JRACLOUD-73249. I am not certain that this change will be implemented into Jira…

Hi Sambamurthy, I understand you are using this other tool, BI Qlik Sense in order to try to make REST API calls to a Jira Cloud site, but it appears to be failing. It looks like you're trying to authentication to Jira Cloud using basic auth with a password here. I regret to inform you that Atlassian has deprecated support…

Hi Daniel, I understand that you are either creating or updating Jira issues using python in some method, but I am unclear as to exactly how you are doing that. The status field in Jira is a system field. It is not something that you can typically change just by editing an issues in Jira. Instead you have to execute a…

Hi Christodoulos, I understand that you recently made some changes to the customer notification template in a Jira Service Desk project, however you found that the notifications that customer received did not reflect those changes in the HTML tab. Instead you had to also edit the Text tab for them to see the changes made…

Hi Jiri, If I understand the problem here, you have at least one user that appears to always be getting the captcha upon login and the user seems to unable to login to Jira, even when apparently completing the captcha correctly. Sorry to hear about this problem, I understand this can be really frustrating to end users to…

Hi Delphin, I was not able to recreate this problem in my own Cloud site. So I created a support request on your behalf in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-523060 Someone from our Cloud support team can investigate this further to see if there is a problem with the account configuration…

@Emmanuel Oluwagbemi Try clicking the change template button on the left side. I can see your Cloud site does have Service Desk, so provided your account is a site admin, you should see options such as IT service desk or Internal service desk to be able to create a new project in service desk. This window operates a bit…

Hi Laur, Thanks for bringing this to our attention. I was previously unaware that Office 365 was planning to end support for this. I found a blog that indicates this in some more detail in End of support for Basic Authentication access to Exchange Online API’s for Office 365 customers. I can certainly see that this would…

Hi, I see that you created a support case for this problem. From reviewing that support case it looks like the solution here was to remove all elements of the DVCS connector between Jira and Bitbucket here first, and then attempt the integration once more. I hope that this synopsis is helpful to other users that might…

Hi Lukasz, The method you refer to is designed to let you input a username, and get back the user_key value. I believe that is what it is doing here. I'm not confident this is a bug though yet. I mean it could be, but I can't recreate the problem you have described so far and I do not feel that I know enough about your…

Hi Harry, If I understand the problem here, you're trying to integrate Jira on an AWS platform with Slack, but you are getting an error in the process that Jira is unable to access the internet to complete this process. It could be that the load balancer is a factor here, but that generalized error message likely just…

Hi I understand that you have an application link between Jira and Crowd, but are seeing a consumer_key_unknown OAuth error. This tends to indicate that there might be some level of corrupted data in either the Jira or Crowd SQL database, or both. Check out the KB OAuth error oauth_problem=consumer_key_unknown It…

Hi Nicole, If you're still seeing this problem, please open a support request by going to * https://support.atlassian.com/contact * Select the Jira product * Select Cloud, * Enter your Atlassian Cloud URL here This will make sure that the problem your site is seeing will be recorded with our support team. They can then…

Sorry for the inconvenience. Atlassian is aware of this problem and we are tracking this specific incident in https://jira-core.status.atlassian.com/incidents/2k1n87p83mv8 Please subscribe to that statuspage incident to receive updates on this specific problem. Regards, Andy

Hi Teodora, Sorry for the inconvenience. You are not alone in seeing this error, many Jira Cloud users are reporting the same problem. You are seeing this error due to an incident we are tracking in https://jira-core.status.atlassian.com/incidents/2k1n87p83mv8 When this has been resolved I do expect that statuspage to be…

Hi Tomek, The incident you linked does not apply to this specific problem. However there is another incident that does. Please see https://jira-software.status.atlassian.com/incidents/1zm8g5jt48hh for details: This incident is still being investigated. I see that you do have a support ticket that has been with the customer…

Hi John, I understand that you are adjusting the default user email preference setting in Jira, and in turn are wondering why you are seeing a much lower number of users with this preference defined in the SQL database. I think I can help explain why this is. Jira doesn't set a "user.notifications.mimetype" value for each…

Hi Dieter, I understand that you recently upgraded Jira to 8.4.1, but since that time you seem to be unable to get the {code} macro to properly format within Jira fields that use wiki markup (like comments or description. From looking at your screenshots, I can see that while the plugins are enabled, you appear to have…