Behaviour no longer updates custom fields in customerportal.

[martin eirell]

we updated to:

jira v9.12.1 LTS
Jira Service Management 5.12.1
scriptrunner 8.18.0

After that all our Behaviours are not able to update customFields in customer portal (yes, they worked before).
But if i inspect the html elements it contains the values.

as shown in picture below.
 

The Bahaviours works on the "agent view" "create" button.
Are any one else experiencing the same problem?

[Ram Kumar Aravindakshan _Adaptavist_]

Hi @martin eirell

Could you please share a screenshot of your Behaviour configuration along with the code you are using so I can review it and provide some feedback.

Thank you and Kind regards,

Ram

[martin eirell]

absolutely



nothing shows up in the Atlassian-jira.log
is there any other logs that maybe could help?

[Ram Kumar Aravindakshan _Adaptavist_]

Hi @martin eirell

Looking at your code, the first thing I would suggest is to remove your Behaviour Initialiser. I am suggesting this because, in the Behaviour Initaliser, you have declared the field as required, i.e. setRequired(true) as well as hidden, i.e. setHidden(true).

This doesn't make sense. If a field is required, it must be visible so that the value can be set to it.

Secondly, in your Server-Side Behaviour, you have put many nested if/else conditions, i.e. the Behaviour will be dependent on the value selected on multiple fields before it can take effect.

If this is the case, using one Behaviour configuration alone will not work. You need to make separate Server-Side Behaviour configurations for each field that is used in the if / else condition.

Could you please clarify which fields are required along with the field type to determine the Behaviour change? I am requesting this so I can create a sample code.

I am looking forward to your feedback and clarification.

Thank you and Kind regards,

Ram

[martin eirell]

I am doing it in the Initialiser because the customer should not be able to click create by mistake.
And if i find (in this case) a computer CI that has a AD account, the other fields becomes visible. 
this form is for the technichians to change the information on the computer CI/account, in the CMDB and in Active Directory.
i use the form to call a Rundeck job by a REST call.

[Ram Kumar Aravindakshan _Adaptavist_]

Hi @martin eirell

After some further investigation, the problem you are encountering appears to be related to this Bug, i.e. SRJIRA-5517.

A fix for it is still under development and not released yet.

Thank you and Kind regards,

Ram

[martin eirell]

We got out instance to work again by doing these steps:

Removed all installed plugins by renaming the "installed-plugins" in the jira home folder (we have a clusterd env so we changed our shared home folder.)to something else and the installed-plugins on the servers.

we needed to add "jira.downgrade.allowed=true" to the  jira-config.properties, as our database had a higher buildnumber.

uninstalled the JSM via the "Applications" screen

then installed the lover version with the .obr file for JSM.

then our plugins.

We Downgraded to 
JSM 5.12.0
Scriptrunner 8.19.0

the problem is not solved we just rolled back our enviroment.

[Peter-Dave Sheehan]

Thanks, I'll have to try that downgrade method.

When we first identified the issue, I tried to downgrade, but without success. We've been hobbling along with the issue in place for 3 weeks.

[Rilwan Ahmed]

Hi @martin eirell ,

Welcome to the community !!

You can report the issue to the app vendor directly in https://productsupport.adaptavist.com/servicedesk/customer/portals