Andy Heinzer Atlassian Team

HI John, I created a support case for this topic over in https://getsupport.atlassian.com/servicedesk/customer/portal/3/SDS-43185 I have requested some additional information about your system so that our support team can better try to help here. Regards, Andy

Hi, Sorry to hear about this error. I understand that you have upgraded Jira to 8.2.3 and since that time you are unable to use the 'Force Garbage Collection' feature within the system info page in Jira. I was also able to recreate this problem in my 8.2.3. As such I created a new bug for this problem in JRASERVER-69609.…

Hi Joe, I understand you're using Jira Cloud and you're looking to create a sample project complete with issues, sprints, the works. There is actually a built in way in Jira to do this. If you can make your way to the manage boards page, it's easy to do this. In Jira Cloud: you can do this by going to the Search, then…

Hi David, I understand that you are using Jira Cloud and want to find all the @ mentions in comments of a particular user. It appears that you can find some of these with the currentUser() function, but not all examples appear here. I am actually surprised to see that you could use that specific JQL function in the comment…

Hi, I see you are getting a SQL error when trying to restore this backup file. However in order to better help here, I would like to know more about this backup file. * Where did it come from? * Was this a backup from a Jira Cloud site? If so when was this backup created? * Or was this a backup of a Jira Server site? If…

Hi Jens, I see that you are trying to export a text file but that the output appears to be in an different file encoding than expected. I suspect that the file getting created here is subject to the JVM's character encoding settings. While we recommend Jira server installs use the UTF-8 encoding, this doesn't always happen…

HI RANARIVELO, I understand you are looking to better understand the usage of filters within Jira. Admittedly Jira does not natively give you this information in the most useful of ways. What I would recommend is that you suggest your end users favorite any filters they are currently using. This way it makes it much easier…

Hi Francesco, I suspect that this problem could be caused by the plugin itself. I understand there is an indexing problem here in regards to how Jira is trying to index this data. It looks like the version of that plugin is listed as compatible with that version of Jira. I would be interested to see if you can temporarily…

Hi Sacha, I understand that your script was making a REST API call to Jira Cloud and this recently stopped working. This is because Atlassian's Cloud platform recently deprecated support for use of password and cookie based auth when using basic auth for REST API. Details in…

Technically, it's not /customer/portals but rather /servicedesk/customer/portals This page will exist if you have Service Desk installed. Service Desk does not have a means for you to keep all service desk projects open to everyone, but then hide some of these from specific users. The method expected in that use case here…

Hi Andrew, You will not be able to upgrade Jira if your license is expired. In order to upgrade Jira, you need to have an active license applied to Jira. Even if you do not obtain a new license, you can still at least follow the mitigation steps to avoid having this vulnerability exploited. I have posted details on how to…

HI Manesh, I see that you appear to be getting a MS SQL exception in your stack trace. Unfortunately, this specific error is not common enough for us to know the precise cause yet. I suspect that Jira is trying to access this database element, but either it does not exist, or Jira does not have the proper SQL permissions…

Hi, Sorry to hear about this problem. If I understand the issue here, it's that the issue collector is not displaying correctly when you select a custom option in the 'issue collector form' section. There was a known bug about this that affected a lot of Jira 7 versions before 7.12.0. Please see the bug…

Hi Greg, Sorry to hear about this problem. If I understand your situation, it seems that your Jira 8.2.2 is not allowing you to remove that issue from the sprint as expected. I have searched our public bug tracker, but I have not found an existing bug that matches your reported behavior here. Nor have I been able to…

Hi Daniel, I understand you are having a few different problems in regards to using Jira. Thanks for posting the support zip, I was able to take a closer look at the errors there and I found both problems as you described. The first problem appear to be the inability to move or delete issues from Jira. I found this error…

It's difficult to say with the information we have right now. I have a hunch as to the problem here, but there are many unknowns to be sure. I would be interested to see if you can try something when Jira exhibits this behavior. Namely, try to have one of those accounts login to the Jira site near the time when this email…

Hi Sue, I see that your scheduler within Jira's system administration panel is showing a DVCS scheduler that is constantly failing. I believe that this is a known problem when you have upgrade Jira from some older versions. There are more details in the KB JIRA upgrade abandons old DVCS scheduler job. You should be able to…

Hi Andreas, If I understand correctly, after an upgrade to Jira you can no longer login to Jira on some pages. Since we know you're using an IIS reverse proxy in front of Jira, it seems likely that this could be a factor in regards to the upgrade itself. I am curious to see if perhaps your $JIRAINSTALL/conf/server.xml was…

Hi all, sorry for the delay, I was out last week. It appears there was another documented incident in the time frame you replied here. You can see more details about this in https://jira-core.status.atlassian.com/incidents/d48c8jq2nsm1 This specifically affected user profiles and user searching. So the given error…

Hi Eutelo, I see that you are looking to import Github project data into Jira. This can still be done, but depending on your platform for Jira the steps to do so are quite different. If you were using Jira Server: Then you could utilize the importer plugin in Jira to use the wizard that specifically caters to importing…

Hi Dennis, I see that you created a separate topic for this problem. Had I known, I would have replied here instead. Just to try to close the loop, I posted a response to this specific error over in…

@Vasanta Kumaar I can see in your webhook you have a JQL filter of Project=WAYN and project ="CH Backlog" I can tell you that if these are two different projects, then your JQL query will always return 0 Jira issues. In turn this could prevent this webhook from ever working. That specific query is only return Jira issues…

Hi Carine, I see that you have noticed using the IE 11 browser with a Jira Server 8 site appears to have a memory leak that is not reproduced in other browsers like Chrome or Firefox. We are actually tracking this report as it relates to Jira Server in JRASERVER-64863. However from reviewing this it looks like the problem…

Hi Lorri, If I understand your concern here is in regards to the titles of the pages you see in the browser tabs (or the browser title bar) for Jira Cloud pages. There was a bug about this last week when you created this question that you can see in JSWCLOUD-17968. The description was slightly different from the way you…

Hi Julio, Sorry to hear that you are unable to try out the portfolio app. I created a support request so that our Cloud support team can take a closer look at your site to see if there might be a problem with it that is preventing this trial. You can find more details in…

Hi Tim, Sorry to hear about this problem. It sounds like the health check plugin in Jira might be giving you some kind of false positive. However before we jump to that conclusion, I'd be interested to learn more about your environment, such as * Your Jira version here * The version of the Oracle JDBC database driver you…

Hi, Given your description, the fact this works in a browser session, and the very recent Deprecation notice - Basic authentication with passwords and cookie-based authentication, it very well could be a problem with the way you have formatted that authorization header. But it's not clear to me yet that is the problem…

Hi Veronika, It looks like there is something strange in regards to the dates themselves being used here. I would expect this formatting to be in a day/month/year format, but from looking at your values here, I'm not sure that the dates listed there are actually accurate to the sprint data. Before we try to change the…

Hi Bhawtosh, I see that you are looking to configure some SLAs in Service Desk that could have to repeat multiple times for an issue. While the guide in Setting up SLAs can be a good starting guide for using SLAs in Service Desk, it does have a little snippet link that highlights the need for these multiple cycle SLAs and…

Hi Tim, I see that you are getting this warning message in the logs of Jira. The existence of this warning is not necessarily a problem in Jira. There is a documented ticket about this in JRASERVER-67783. While the work-around there can limit these logging messages, I think I have a way you can try to identify this…