Support Channel WIDGET - is submitting but nothing arrives

[Tom Hanoldt]

Hi Community,

I m new here and have to change our support system - I would like to stay within atlassian products but I have a critical problem.

I managed to setup our help center (https://slidevision.atlassian.net/servicedesk/customer/portal/1) and also the email channel is working.

But to finish the transition our customers have to be able to use the Widget to send support requests. The widget is showing up and is also transmitting without errors but the requests doesn't arrive in our queues.

I followed all the instructions here and linked documents here https://confluence.atlassian.com/servicedeskcloud/blog/2017/09/embed-request-forms-anywhere but it is not working.

I have no more ideas and will be very grateful if someone has an idea or knows the behaviour?

Many thanks in advance.

Tom

[Angélica Luz]

Hello Tom,

Thank you for reaching out to Community and for sharing the screenshots.

Testing on my local site, I wasn't able to replicate the same issue, but the error that you are facing (We can't load the widget right now) is related to a failure on the add-on and the only way to fix it by uninstalling and installing it again.

I did that on our end and the widget should work now.

Please, go to the widget's page and check if you can configure it again. If you face any issues, let us know.

Regards,
Angélica

[Tom Hanoldt]

Hello Angélica,

thanks for your effort.

I logged out and in but message stays as before.

Url: https://slidevision.atlassian.net/servicedesk/admin/SVC/addon/com.atlassian.servicedesk.embedded__settings

Screenshot attached.

Thanks for your help.

Best

Tom

[Dirk Ronsmans]

Hi @Angélica Luz

For which instance did you disable/enable the widget? Just to make sure it wasn't on mine :)

[Angélica Luz]

Thank you for the details, Tom.

I followed the steps again and it returned 200, so the add-on was uninstalled and installed correctly.

The only different thing from your site to the one I'm using is the URL.

On my site, the URL doesn't contain addon/com.atlassian.servicedesk.embedded__settings.

Below is the URL that shows on my site, can you please change the name and the key and check if the widget loads:?

Next-gen:

https://xxxxxx.atlassian.net/jira/servicedesk/projects/KEY/settings/channels/widget

Classic: 

https://xxxxxx.atlassian.net/jira/servicedesk/projects/KEY/settings/widget

Are you accessing a direct link or you are accessing by going to Project settings > Widget (or Channels > Widget for next-gen)?

Also, were your projects imported from another Cloud or Server site?

[Tom Hanoldt]

Hello,

I was going to Project > Channels > Widget and getting the "We can't load the widget right now. Try again in a little while." error.

https://slidevision.atlassian.net/servicedesk/admin/SVC/addon/com.atlassian.servicedesk.embedded__settings

When I go to Project Setting widget I get the same under this uri:

https://slidevision.atlassian.net/jira/servicedesk/projects/SVC/settings/widget

...maybe you can just reset our hole service desk instance? ...I m willing to do all adjustments a second time, but I have to make progress with the transition?

[Angélica Luz]

Thank you for testing, Tom.

Is this issue happening to other projects? 

Can you create a new one in order to test the widget?

Did you import a backup from another Cloud or a Server site or this is a brand new site with new projects?

[Dirk Ronsmans]

@Tom Hanoldt 

FYI, I just got the email confirmation of the test that I did the 20th so it eventually came through :)

[Tom Hanoldt]

Yes thanks, the issue is solved now, thank you all :)

[Dirk Ronsmans]

Great!

Anything you can share about what resolved it eventually?

[Tom Hanoldt]

At the end I gave data access to my project and the support team solved it internally - can not say more.

[Dirk Ronsmans]

Hi @Tom Hanoldt ,

If the widget upon submitting shows no error the ticket should be created.. (i made a small test :))

Could it be your queues are just defined too limited and that you are filtering out the ticket?

if instead of using the queues, you go to the filters -> advanced issue search and do a search of  created >= startOfDay() do you see the tickets (or at least mine) there?

[Tom Hanoldt]

Hi Dirk,

first of all many thanks for your fast answer :)

I did what you suggested, but nothing is showing up. We also have only one project so no chance of having the wrong project widget.

I attached a screenshot - you maybe have another idea what I could made wrong?

Thanks

Tom

[Dirk Ronsmans]

So it seems it really never gets created in that instance. (the search doesn't specify a project so even if it were in another project you would see it now)

Are we sure the widget on the site is actually from your environment, there was not a test created on a different instance or something?

Right now I no longer see the widget on your webpage, did you remove it?

This shouldn't be so difficult :).. I'm intrigued what the problem will be..

[Tom Hanoldt]

Really something changed - in the widget settings I see now "We can't load the widget right now. Try again in a little while."

I copied the widget code this morning so I m sure it is the right embed code.

So I will check periodically if its back again.

Thanks again :)

[Tom Hanoldt]

On the website http response code is 404 - in jira service desk is answering with http code 409 - conflict - just for completeness.

[Dirk Ronsmans]

I feel like there might be more going wrong with the widget channel right now then.

I'll see if I can get someone from Atlassian to take a look at this directly.

[Tom Hanoldt]

Thanks :)

[Dirk Ronsmans]

I just tried it on my own environment too and it's also broken.

seems bit more general.

[Tom Hanoldt]

You can see the widget here in action: https://slider-beta.slidevision.io/login