JSM Service widget: Something went wrong. Sorry, try again later

[Andreas Pfeiffer]

If I go to project settings and navigate to Widget menu I get this error message

"Something went wrong. Sorry, try again later"

The request payload ist "addonKey: "com.atlassian.servicedesk.embedded""

The response is "[Failed to install system Connect add-on with key com.atlassian.servicedesk.embedded.\nError: INSTALLATION_ERROR - There was an error when installing the add-on.]"

Any ideas?

[Angélica Luz]

Hello @Michael Ford,

Welcome to Atlassian Community!

Checking the logs of your site, I found the same errors:

Error contacting remote application at 'https://jsd-widget.atlassian.com/installed' 401:[Unauthorized]:{"status":401,"error":"None","message":"","timeStamp":"Wed Jun 16 00:31:13 UTC 2021","trace":null}

Also, uninstalling and installing again show some errors and only our dev team can fix it.

Since you are using Cloud free site, I’m creating a ticket on your behalf to escalate it internally.

You will receive a notification about the ticket creation and I’ll let you know when I escalate it.

Kind regards,
Angélica

[Angélica Luz]

Hello @Andreas Pfeiffer,

Thank you for reaching out to Atlassian Community!

Checking the logs of your site, it shows errors related to authorization:

Error contacting remote application at 'https://jsd-widget.atlassian.com/installed' 401:[Unauthorized]:{"status":401,"error":"None","message":"","timeStamp":"Sat Jun 12 14:31:32 UTC 2021","trace":null}

Then, I tried to uninstall and install the widget using our tools here, but it shows some errors as well and it doesn’t work.

Based on that, we will need to escalate it internally to our development team to fix the issue.

I’m creating a ticket on your behalf and soon you will receive a notification.

Kind regards,
Angélica

[Michael Ford]

Hi, I am also getting the same issue. When I review the logs I am also getting the same POST error message when I follow the steps that @Andreas Pfeiffer outlined.

[Andreas Pfeiffer]

The development fixed the issue for me. I think there is nothing you can do by yourself aside of creating a support ticket