Some issues created on JSM does not want to open

[francoisj]

We upgraded JSM to V4.20.0 due to a Security Advisory from Atlassian.

Since the upgrade we find that some issues/tickets being created cannot be opened.

We also upgraded Jira to 8.20.0 which has created numerous issues for us. Specifically plugins that are not compatible with this version.

The incompatible plugins have been disabled and re-indexing performed. It does not seem to help.

[Dirk Ronsmans]

Hi @francoisj ,

Can you clarify by what you mean by "cannot be opened"? 

• The site keeps loading?
• You get an error message?
• ...?

It is indeed possible that plugins are not compatible with that version but hopefully the vendors have released new versions that are. You can check them either on the marketplace or if you have the server connected to the internet you can do it through "manage apps".

Did you not find any issues when you did your upgrade preparation? (validation of the plugins and an upgrade on a test environment?)

[francoisj]

Apologies, my answer is above and not in your repy.

[Dirk Ronsmans]

No problem :)

Would you happen to see something in the logs or in your browser's developer console? (you can reach that by pressing F12 in any modern browser).

It could still be that some apps are blocking functionality which causes the system to hang up.

Another thing, have you tried multiple browsers (Safari, Chrome, Edge,..) or just a single one?

[francoisj]

The problem is on all browsers. Everybody is complaining that they cannot open their issues.

It seems the problem is with JPEG attachments. I tested a PNG and PDF attachment and the issue can be opened. As soon as I attach a JPEG image, I cannot open the issue.

This is Console output on Chrome of the issue that will not open if you can make sense of it. There are failures that I can see in the output:

JQMIGRATE: Migrate is installed, version 1.4.1
batch.js?locale=en-ZA:1199 Use of `window.Backbone` through AUI is deprecated and will be removed in AUI 10.0.0
hqGD @ batch.js?locale=en-ZA:1199
i @ batch.js?locale=en-ZA:445
r @ batch.js?locale=en-ZA:445
t @ batch.js?locale=en-ZA:445
(anonymous) @ batch.js?locale=en-ZA:1199
batch.js?locale=en-ZA:1367 Use of `window._` through AUI is deprecated and will be removed in AUI 10.0.0
snLL @ batch.js?locale=en-ZA:1367
i @ batch.js?locale=en-ZA:445
r @ batch.js?locale=en-ZA:445
t @ batch.js?locale=en-ZA:445
(anonymous) @ batch.js?locale=en-ZA:1367
batch.js?locale=en-ZA:368 Downloading resources:
js!/s/d41d8cd98f00b204e9800998ecf8427e-CDN/q79k7u/820000/tk9t2j/a13f3a75d0c00742f483fed9b4e77718/_/download/contextbatch/js/browser-metrics-plugin.contrib,-_super,-project.issue.navigator,-jira.view.issue,-atl.general/batch.js?agile_global_admin_condition=true&baseurl-check-resources=true&healthcheck-resources=true&jag=true&jaguser=true&jira.create.linked.issue=true&richediton=true!order
DevTools failed to load source map: Could not load content for https://jira.parsec.co.za:8443/s/c9ce7b86b7509736063a1b43ab85299b-T/q79k7u/820000/tk9t2j/c7bb389ee93388e687eee2d0d224dc98/_/download/contextbatch/js/project.issue.navigator,jira.view.issue,jira.global,atl.general,jira.general,-_super/devstatus-view-issue.db31d611e52e0febdb0b.js.map: HTTP error: status code 503, net::ERR_HTTP_RESPONSE_CODE_FAILURE
batch.js?locale=en-ZA:515 DEPRECATED JS - Inline dialog constructor has been deprecated and will be removed in a future release. Use inline dialog 2 instead.
at https://jira.parsec.co.za:8443/s/c9ce7b86b7509736063a1b43ab85299b-T/q79k7u/820000/tk9t2j/c7bb389ee93388e687eee2d0d224dc98/_/download/contextbatch/js/project.issue.navigator,jira.view.issue,jira.global,atl.general,jira.general,-_super/batch.js?agile_global_admin_condition=true&baseurl-check-resources=true&healthcheck-resources=true&jag=true&jaguser=true&jira.create.linked.issue=true&locale=en-ZA&richediton=true:622:335
i @ batch.js?locale=en-ZA:515
(anonymous) @ batch.js?locale=en-ZA:515
(anonymous) @ batch.js?locale=en-ZA:515
(anonymous) @ batch.js?agile_global_admin_condition=true&baseurl-check-resources=true&healthcheck-resources=true&jag=true&jaguser=true&jira.create.linked.issue=true&locale=en-ZA&richediton=true:622
l @ batch.js?locale=en-ZA:10
u @ batch.js?locale=en-ZA:10
l @ batch.js?locale=en-ZA:10
(anonymous) @ batch.js?locale=en-ZA:10
setTimeout (async)
s @ batch.js?locale=en-ZA:10
window.require @ batch.js?locale=en-ZA:15
(anonymous) @ batch.js?agile_global_admin_condition=true&baseurl-check-resources=true&healthcheck-resources=true&jag=true&jaguser=true&jira.create.linked.issue=true&locale=en-ZA&richediton=true:744
batch.js?locale=en-ZA:368 Downloading resources:
css!/s/d41d8cd98f00b204e9800998ecf8427e-CDN/q79k7u/820000/tk9t2j/eca253df38ad883213ccda84c5192123/_/download/contextbatch/css/jira.rich.editor.api,jira.rich.editor,-_super,-project.issue.navigator,-jira.view.issue,-jira.global,-atl.general/batch.css?agile_global_admin_condition=true&baseurl-check-resources=true&healthcheck-resources=true&jag=true&jaguser=true&jira.create.linked.issue=true&richediton=true
js!/s/7626d9c136577655a6967ec1acc1a330-CDN/q79k7u/820000/tk9t2j/eca253df38ad883213ccda84c5192123/_/download/contextbatch/js/jira.rich.editor.api,jira.rich.editor,-_super,-project.issue.navigator,-jira.view.issue,-jira.global,-atl.general/batch.js?agile_global_admin_condition=true&baseurl-check-resources=true&healthcheck-resources=true&jag=true&jaguser=true&jira.create.linked.issue=true&locale=en-ZA&richediton=true!order
js!/s/d41d8cd98f00b204e9800998ecf8427e-CDN/q79k7u/820000/tk9t2j/4.6.5/_/download/resources/com.atlassian.jira.plugins.jira-editor-plugin:tinymce/tinymce.js?batch=false!order
js!/s/d41d8cd98f00b204e9800998ecf8427e-CDN/q79k7u/820000/tk9t2j/4.6.5/_/download/resources/com.atlassian.jira.plugins.jira-editor-plugin:tinymce/tinymce-amd.js?batch=false!order
js!/s/d41d8cd98f00b204e9800998ecf8427e-CDN/q79k7u/820000/tk9t2j/4.6.5/_/download/resources/com.atlassian.jira.plugins.jira-editor-plugin:tinymce/icons.js?batch=false!order
js!/s/d41d8cd98f00b204e9800998ecf8427e-CDN/q79k7u/820000/tk9t2j/4.6.5/_/download/resources/com.atlassian.jira.plugins.jira-editor-plugin:tinymce/themes/silver/theme.js?batch=false!order

[francoisj]

Is this issue related to JRASERVER-20075?

[francoisj]

Yes, the site keeps loading.

The problem is actually with Jira Server and not Jira Service Desk per se.

An issue can be viewed, but as soon as an attachment is added, one cannot open the issue anymore. The browser is just sitting there with a blank screen waiting for something to happen.

The problem was picked up when a JPEG image was loaded as an attachment to the issue. I will try to determine if is just JPEGs or any other attachment.

The Jira version is 8.20.0.