Blog

Introduction

Recent upgrades to Jira Data Center version 10 have introduced a noticeable issue regarding the display of mail server names and hostnames within the Incoming Mail configuration. Specifically, instead of showing the actual server values, the user interface now renders placeholders, impacting configuration visibility.

Main Content

This problem emerged following the upgrade and appears to be linked to the UI’s processing of mail server configuration data. Notably, no changes were made to Velocity templates or related frontend files. Our initial troubleshooting involved several steps, including clearing plugin and temporary caches, activating Safe Mode to eliminate potential plugin conflicts, and performing a full re-index of the instance. These actions temporarily resolved the issue for approximately one day. However, the problem subsequently reappeared during configuration changes to the mail server, with the placeholders continuing to display.

The root cause appears to be related to Velocity template rendering. The placeholders, such as `$esc.html($server.name)`, often arise when Jira encounters difficulties rendering field values due to escaping or backend data problems. To diagnose this, we recommend the following: First, execute an SQL query to examine the mail server names and hostnames for any special characters (e.g., <, >, &, $). Remove or sanitize any problematic values. Second, enable debug logging for Velocity to trace rendering issues by setting `log4j.logger.com.atlassian.velocity=DEBUG`. Finally, review the `velocity.properties` file for any incorrect or customized escape settings, such as `directive.set.escapehtml = true`.

Conclusion

By systematically investigating the data and Velocity rendering settings, we can effectively address this issue. Further investigation into potential rendering bugs within Jira Data Center 10 is warranted to ensure consistent and accurate display of mail server information.

Source: https://community.atlassian.com/forums/Jira-questions/Mail-Server-Names-Not-Displayed-in-quot-Incoming-Mail-quot/qaq-p/3057757

Introduction

Many teams face the challenge of managing ticket volume and preventing over-creation of issues, particularly when focusing on specific dates. This article addresses a common request: limiting the number of tickets created on a single date field within Jira.

The Solution

A user recently inquired about blocking the creation of more than a specified number of tickets on the same date field using ScriptRunner for Jira Cloud. Unfortunately, this functionality isn’t directly achievable with ScriptRunner due to the limitations of the Jira Expression Framework. This framework, provided by Atlassian, used by ScriptRunner for Jira Cloud, doesn’t allow for querying the number of issues created within a particular day. Therefore, directly implementing this restriction through ScriptRunner is not possible.

Conclusion

While ScriptRunner offers powerful automation capabilities, it lacks the necessary functionality to precisely track and limit issue creation based on daily occurrences. Teams should explore alternative workflow configurations or consider other Jira apps designed for managing issue volume and preventing duplicate submissions.

Source: https://community.atlassian.com/forums/Jira-questions/Block-the-creation-of-more-than-x-ticket-on-a-same-date-field/qaq-p/2606453

Introduction

Managing issue hierarchies effectively is crucial for successful Agile implementations, particularly within frameworks like SAFe. This article addresses a common challenge regarding Jira Issue Type hierarchies, specifically the desire to modify the level of an Epic. We’ll explore a practical solution for achieving this within the Jira Cloud environment.

Jira Issue Type Hierarchy and the Feature Level

Our team utilizes a standard hierarchy: (Initiative/Objective/Project) > Epic > Feature > Story > (Task/Sub-task). Currently, we’re seeking a way to introduce a higher level within the Scrum board backlog for Features. Within Jira Cloud, direct adjustments to the Epic level are unavailable, appearing greyed out. A temporary workaround involves creating a new Epic version labeled “SAFe Epic” and either moving Features to this level or establishing a secondary Feature issue type iteration.

A Recommended Solution

Fortunately, there’s a viable alternative. James Woyciesjes suggested renaming the default “EPIC” issue type and creating a new one at a different level. This approach avoids altering the inherent Jira semantics. For example, renaming “EPIC” to “XYZ” would not change how the system recognizes it as an Epic within boards. However, the renamed issue type would no longer be treated as an Epic.

Conclusion

By renaming the native “EPIC” issue type and introducing a new one at a higher level, teams can effectively manage their Jira Issue Type hierarchy and accommodate the need for a level 1 within the Feature hierarchy, improving backlog organization and Scrum board functionality.

Source: https://community.atlassian.com/forums/Jira-questions/Adjust-Jira-Issue-Type-Hierarchy-so-that-you-can-change-the/qaq-p/2894166

Introduction

This article addresses a common issue reported by Jira administrators regarding the ‘Login as User’ option, specifically when attempting to access user records. We’ll explore potential causes and provide a straightforward solution to resolve this problem.

Main Content

A user, identifying as an organization administrator, reported difficulty locating the ‘Login as User’ feature within the Jira user management system, despite following the steps outlined in the Atlassian support article: https://support.atlassian.com/user-management/docs/log-in-as-another-user/. The user was unable to find this option when reviewing user records or the user directory.

The solution involves confirming that the target user for the ‘Login as User’ function isn’t one of the restricted accounts. Specifically, you cannot log in as another organization administrator, a user who hasn’t yet accessed any applications within your organization, your own account, or a customer account within the Jira Service Management portal.

Conclusion

By verifying that the intended user does not fall into any of these restricted categories, the ‘Login as User’ option should become visible within the Jira user management interface.

Source: https://community.atlassian.com/forums/Jira-questions/Login-As-User-option-not-showing-up-for-admin/qaq-p/3057762

An issue has been reported regarding the OpenSprints() function within Jira Query Language (JQL). This article addresses the problem and provides a straightforward solution for users experiencing difficulties.

A user, Sharon Youmans, reported that the OpenSprints() function was no longer functioning correctly. Initial investigation suggested a potential replacement of the “Sprint” field within Jira. Adam Rypel from MoroSystems confirmed the function was working as expected for him. The root cause appeared to be the creation of a duplicate field named “Sprint” within Sharon’s Jira instance, leading to JQL confusion.

The recommended resolution involves renaming the newly created “Sprint” field to avoid conflicts. Alternatively, a temporary workaround is to select one of the “Sprint” fields within the JQL query, as suggested by Adam Rypel. Sharon was unable to locate the new custom field through a global search, highlighting the need for more precise field identification. Selecting the sprint value from the dropdown menu also failed to populate any values.

This issue has been resolved by identifying and renaming the duplicate field, ensuring JQL correctly references the intended “Sprint” data within the OpenSprints() function.

Source: https://community.atlassian.com/forums/Jira-questions/OpenSprints-function-does-not-work-in-JQL-Jira-anymore/qaq-p/2606463

Creating a large number of tickets within Jira Cloud can be streamlined through a straightforward process. Many users require the ability to generate over 200 tickets simultaneously, pre-populated with specific details like component assignments, descriptions, and labels.

Fortunately, Jira Cloud offers a solution for bulk data import. You can upload a CSV file containing your desired ticket information, and Jira will automatically generate the corresponding tickets based on the data within the file. This method is particularly useful when you need to create a significant volume of tickets with pre-defined fields.

As demonstrated by ReleaseTEAM, utilizing a CSV upload is a simple and effective approach. For detailed instructions, refer to Atlassian’s official documentation: https://support.atlassian.com/jira-cloud-administration/docs/import-data-from-a-csv-file/.

Source: https://community.atlassian.com/forums/Jira-questions/Bulk-Upload-Data-into-Jira-Cloud-to-Generate-Tickets-based-on/qaq-p/2894171

We received a report from a user experiencing difficulties with their Jira Service Management project, specifically regarding loading issues and a malfunctioning email channel. The user was unable to access the project, receiving error messages, and their configured Service Desk email address was not generating new tickets from incoming emails. Let’s explore potential solutions to address these problems.

Initially, we recommended several standard troubleshooting steps. These included clearing the browser cache, attempting the issue in incognito mode, refreshing the page, and testing with a different web browser. The user confirmed that they had already performed all of these actions.

Often, these types of issues stem from temporary glitches or browser-related conflicts. By systematically addressing common causes like cached data and browser compatibility, we can frequently resolve these problems. Continued troubleshooting may involve deeper investigation into Jira Service Management settings or contacting Jira support for further assistance.

Source: https://community.atlassian.com/forums/Jira-questions/Service-Desk-project-not-working-unable-to-load-and-email/qaq-p/3057766