Not able to create issue via this Service Desk.

An user can not create an issue via  some specific customer portal views. 

When an error occurred, I got the message below in catalina.out. 

"http-bio-8080-exec-21 DEBUG XXXXX 1343x17796x1 ul5a1t 10.40.240.167 /rest/analytics/1.0/publish/bulk [analytics.client.listener.ProductEventListener] Sending event message servicedesk.page.view.customerview.createRequest.saveFailed took 1236 µs"

Please let me know if any further information is required. 

2 answers

Hi

When the error happens do you see any messages in the Customer Portal, or within the console debugger in your browser?

Regards

Matt

Hi,

" Error! Not able to create issue via this Service Desk." 

The title of this answer is the message from customer portal when the error happened. 

Below is the detail from browser console.

errors: [{errorMessage: "Not able to create issue via this Service Desk."}]
reasonCode: "400"
reasonKey: "cv.request.create.workflow.failure"

[General]
Remote Address:10.40.29.59:80
Request URL:http://10.40.29.59/servicedesk/customer/portal/51/create/256
Request Method:POST
Status Code:400 Bad Request

[Response Headers]
HTTP/1.1 400 Bad Request
Server: Apache-Coyote/1.1
X-AREQUESTID: 576x19080x1
X-ASESSIONID: 1lhragb
X-ASEN: SEN-4154000
X-Seraph-LoginReason: OK
X-AUSERNAME: XXXXX
Cache-Control: no-cache, no-store, no-transform
X-Content-Type-Options: nosniff
Content-Type: application/json;charset=UTF-8
Content-Length: 147
Date: Fri, 12 Jun 2015 00:36:56 GMT
Connection: close

[Request Headers]
POST /servicedesk/customer/portal/51/create/256 HTTP/1.1
Host: 10.40.29.59
Connection: keep-alive
Content-Length: 320
Accept: */*
Origin: http://10.40.29.59
X-Requested-With: XMLHttpRequest
User-Agent: Mozilla/5.0 (Macintosh; Intel Mac OS X 10_10_3) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/43.0.2357.81 Safari/537.36
Content-Type: application/x-www-form-urlencoded
Referer: http://10.40.29.59/servicedesk/customer/portal/51/create/256
Accept-Encoding: gzip, deflate
Accept-Language: ko-KR,ko;q=0.8,en-US;q=0.6,en;q=0.4
Cookie: AJS.conglomerate.cookie=""; JSESSIONID=D22B85B8E45BFB139009B60312EE59FB; atlassian.xsrf.token=B60P-QAHY-JFI0-ORHC|a2f8d303644b5ffeaea5c10285dfc0415753d8c6|lin


[From Data]
atl_token=B60P-QAHY-JFI0-ORHC%7Ca2f8d303644b5ffeaea5c10285dfc0415753d8c6%7Clin&projectId=11204&summary=test+summary&components=21760&customfield_10662=10266&customfield_10688=test+purpose&description=test&pid=11204&atl_token=B60P-QAHY-JFI0-ORHC%7Ca2f8d303644b5ffeaea5c10285dfc0415753d8c6%7Clin&sd-kb-article-viewed=false

The versions of JIRA and Service Desk are as it follows.
JIRA : v6.3.15
Service Desk : 1.2.7

 

Are there anything I can do to look into this problem?

 

Thanks

Jiyeoun

Are there any error messages / stacktraces in the logs when the problem occurs?

I changed the log levels of some packages to DEBUG. And this is the only difference comparing it to normal request. "http-bio-8080-exec-21 DEBUG XXXXX 1343x17796x1 ul5a1t 10.40.240.167 /rest/analytics/1.0/publish/bulk [analytics.client.listener.ProductEventListener] Sending event message servicedesk.page.view.customerview.createRequest.saveFailed took 1236 µs"

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