[Bug?] Custom Fields randomly set to null on issue update/reassign/transition

Hi, we're having an issue where users are updating, assigning, or transitioning tickets, and when it reindexes or saves or whatnot, it suddenly sets some of our customfields to null. This happens randomly on probably about 1/100 of our issues and we have NO idea why it is.

Here's a screenshot of a changegroup in our database where this happened. The bottom row is the field that the agent wanted to update. The top two rows just got dragged along with it for some reason, and mysteriously got set to null.



Another interesting thing is that this seems to happen on the same handful of customfields, several of which are related to our company's revenue--so you see why this is problematic.

My best guess is that this is some kind of bug related to indexing. Just wanted to check if anyone had any ideas or experienced something similar.




2 answers

2 votes
Joe Pitt Community Champion Jun 28, 2016

You should open an issue with Atlassian

2 votes

It's not the indexing - that only reads the database, doesn't write.  It's something in the change process.

I would start with a proper look at the history - what does that say (changeitem is only part of the history, I'd like to see all of the entry for the change)

Do you mean the "history" tab on the issue or is there a better place to look? Because our history tab only shows certain key updates like status and assignee, so it's not useful here. I'm not sure if we set this preference somewhere or if that's how it works by default.

If changes to a custom field are not being shown in the Issue History I would suspect that there is some custom code involved with those custom fields. Perhaps a listener that looks for changes to a field and updates other fields?

We have some script listeners but none that touch those fields. Also we do not have any javascript or anything like that at the moment that might be interfering during changes

You definitely have some custom code somewhere - the history tab should show all updates on all fields on the issue.

In fact, I'd start to suspect that whatever is hiding (or possibly damaging?) your history is quite possibly the cause of the problem.

Joe Pitt Community Champion Jun 28, 2016

I've heard the 'yes we have code, but it doesn't touch that' many times in the past on multiple applications and it almost always comes back that the code did cause the problem but either the current staff didn't know the extent of the code or there was a bug and you just met the condition that triggered it. I had something running in production for about 18 months before the situation came up that uncovered the bug.

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Thursday in Jira

5 ways you can make the most of Jira Software and Bitbucket Cloud

As part of the Bitbucket product team I'm always interested in better understanding what kind of impact the use of our tools have on the way you work. In a recent study we conducted of software devel...

90 views 0 5
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you