JIRA issue collector -- blank window

I have an issue collector that uses a custom template because we need to collect additional information. I've been able to use custom templates and fields with issue collectors in the past, but now all I'm getting is a blank screen whenever I click on the trigger:

I checked out the logs which contain only this message:

2013-12-18 12:19:45,451 http-bio-8085-exec-8 ERROR anonymous 739x139737x1 9081ri <REDACTED_IP> /s/d41d8cd98f00b204e9800998ecf8427e/en_USp5mnjf-1988229788/6157/10/1.4.0/_/download/batch/com.atlassian.jira.collector.plugin.jira-issue-collector-plugin:issuecollector/com.atlassian.jira.collector.plugin.jira-issue-collector-plugin:issuecollector.js [collector.plugin.transformer.CollectorTransformer] Unfiltered Issue Collector bootstrap.js request.

There's another collector for this very same project which uses the same issue type, but it doesn't use a custom template. That collector renders fine and doesn't produce errors in the logs. Has anyone seen this issue before? How do I even begin digging deeper into this issue?

This happens in every single browser and is reproducible by pretty much anyone who accesses it.

2 answers

1 accepted

1 vote
Accepted answer

It turns out that my problem was due to the fact that JIRA was hosted under one domain running on SSL (let's say https://jiradomain.com) while the issue collector being used under another domain not using SSL (http://examplesite.com). The browsers I tested with (Chrome, Safari, FF, IE) didn't seem to like the fact that the collector was loading a frame from another domain/protocol, so it was blocked -- producing a blank screen. In the Chrome console, the following error was displayed while clicking on trigger:

Uncaught SecurityError: Blocked a frame with origin "https://jiradomain.com" from accessing a frame with origin "http://examplesite.com". The frame requesting access has a protocol of "https", the frame being accessed has a protocol of "http". Protocols must match.

As a sanity check, I added the issue collector's script tags to JIRA's announcement banner. It worked without issue. Despite the fact that I was NOT seeing a blank screen with the pre-defined templates, I still saw this error in the JS console. I initially dismissed it as a red herring, which ultimately led to much frustration and cursing as I attempted to troubleshoot further. Don't make the same mistake I did.

Now obviously I don't want to disable SSL on JIRA just to get an issue collector working, so I had to get creative here. I did some research and found that Apache's mod_substitute could be used to search and replace text in the response body so I got cracking.

I enabled mod_substitute in Apache and added some directives to replace https://jiradomain.com/jirawith http://examplesite.com/jirawhich worked like a charm. I then had to proxy traffic in the examplesite.comvhost towards the JIRA installation. With this fix, I stopped seeing security errors for the pre-defined template so I switched back to a custom template. Much to my relief, it all worked without a hitch.

Hopefully this write-up proves to be helpful to someone else in the future.

2 votes
Boris Berenberg Community Champion Dec 18, 2013

This means that your JS / html is breaking the contents of the form. If you disable minification per: https://developer.atlassian.com/display/DOCS/Supporting+Minification+of+JavaScript+and+CSS+Resources#SupportingMinificationofJavaScriptandCSSResources-DisablingMinificationand then restart JIRA, it should be easier to troubleshoot the issue.

This JS/HTML is coming directly from the issue collector system plugin. Are you suggesting that the plugin itself is bugged?

For what it's worth, running JIRA with -Datlassian.webresource.disable.minification=true didn't seem to do anything for the plugin :( The JS was still minified.

Boris Berenberg Community Champion Dec 18, 2013


Thanks for the info, I misunderstood and thought you were customizing the Issue Collector using an external resource. Can you edit the issue collector via the Admin interface? Try switching it to a default form type, and then editing it back to the state you want it in. Something may have gotten broken on it. If this does not work, then I would need to see a HAR capture of the error occuring with the


option in place.

I switched the template to Raise a Bug and the collector loaded fine. After switching back, it was blank again. I didn't even add custom fields or anything.

I'm not entirely sure disabling minification would help here. Isn't the JS/CSS minified when the plugin is compiled?

In any case, I recently found that I wasn't the only one who experienced this issue: https://jira.atlassian.com/browse/JRA-32579

So I decided to open a support request of my own. I'll be sure to post a solution if one is found. Thanks for all the help so far!

Did you get a resolution for this? If not I'll open my own support ticket.

I did. See the accepted answer above.

Sorry, I had even read that. Just didn't fit my scenario. Turns out one of our level 1 admins added custom JS to a customfield descritpion that was on the collector. It was conflicting and breaking the Issue Collector.

Users just happened to notice it right after I switched our isntance from http to https.

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