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  1. Jira Service Management Data Center
  2. JSDSERVER-335

Create KB button no longer works in Service Desk 1.2

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    • Icon: Bug Bug
    • Resolution: Fixed
    • Icon: Medium Medium
    • 1.2.1
    • 1.2, 1.2.0.1, 1.2.0.2
    • None

      NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.

      Summary of Issue

      When using Service Desk 1.2, the 'Create KB' button in the issues are no longer working. When the user clicks on it, nothing will appear (a tiny dropdown menu should appear)

      Steps to Reproduce

      1. Install Service Desk 1.1.6 first, and connect it to a Confluence space
      2. Upgrade Service Desk to 1.2 or above
      3. Try to create a KB from an issue

      In the browser development tools, under the 'Console' menu, the following will appear :

      GET http://10.60.2.150/jira61/rest/servicedesk/1/servicedesk/MINE/kb/create-draft?issueId=11601&_=1392386955632 400 (Bad Request) batch.js:8243
ajax[79755633] error : {
successful  : false,
status      : 400,
statusText  : error,
hasData     : true,
readyState  : 4,
requestId   : 79755633,
aborted     : undefined,
}

      Workaround

      As a temporary workaround, downgrade your Service Desk to 1.1.6

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            [JSDSERVER-335] Create KB button no longer works in Service Desk 1.2

            Gilmore Davidson (Inactive) added a comment -

            This specific issue has been fixed in Service Desk 1.2.1.

            Note that other KB connectivity problems can occur if the underlying applinks configuration is incorrect, as mentioned in this comment on JSD-324.

            Cheers,
            Gilmore

            Gilmore Davidson (Inactive) added a comment - This specific issue has been fixed in Service Desk 1.2.1. Note that other KB connectivity problems can occur if the underlying applinks configuration is incorrect, as mentioned in this comment on JSD-324 . Cheers, Gilmore

            Sean Semone added a comment -

            Browser console when selecting the "Create KB article" button.

            Sean Semone added a comment - Browser console when selecting the "Create KB article" button.

            Sean Semone added a comment - - edited

            Correction to my previous comment.. the Update to 6.2 did not correct this issue. It only corrected the ability to link a Service Desk to a Knowledge-base.

            Sean Semone added a comment - - edited Correction to my previous comment.. the Update to 6.2 did not correct this issue. It only corrected the ability to link a Service Desk to a Knowledge-base.

            IT Solutions Team added a comment -

            We encountered the issue when the Confluence Knowledge Base was linked after Service Desk was upgraded to 1.2.

            Firebug in Firefox also reported the following Response (in addition to the one posted in the issue description):

            {"errors":[{"errorMessage":"Cannot find VPOrigin field for issue"}],"reasonKey":"com.atlassian.servicedesk.internal.comment.ServiceDeskCommentServiceErrors$VPOriginMissing$","reasonCode":"400"}

            IT Solutions Team added a comment - We encountered the issue when the Confluence Knowledge Base was linked after Service Desk was upgraded to 1.2. Firebug in Firefox also reported the following Response (in addition to the one posted in the issue description): {"errors":[{"errorMessage":"Cannot find VPOrigin field for issue"}],"reasonKey":"com.atlassian.servicedesk.internal.comment.ServiceDeskCommentServiceErrors$VPOriginMissing$","reasonCode":"400"}

              Unassigned Unassigned
              jtye Joe Wai Tye (Inactive)
              Affected customers:
              5 This affects my team
              Watchers:
              7 Start watching this issue

                Created:
                Updated:
                Resolved: