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  1. Jira Service Management Data Center
  2. JSDSERVER-6702

JIRA Service desk does not make rest calls to third-party add-on (Insight) causing custom fields to fail in Portal.

    • Icon: Bug Bug
    • Resolution: Resolved Locally
    • Icon: Low Low
    • None
    • 4.6.0, 4.6.1
    • Customer Portal

      Issue Summary

      Upon upgrade to JSD 4.6, JIRA Service desk does not make rest calls to third-party add-on (Insight) causing custom fields to fail in Portal.

      Steps to Reproduce

      1. -

      Expected Results

      Add-on provided the custom field is not editable on the Customer portal.

      Actual Results

      The custom field must be editable on the customer portal

      Workaround

      • Clearing application and browser cache temporarily help.
      • Accessing via IE

      Steps:

      • Stop Jira
      • Delete JIRA_HOME/plugins/.bundled-plugins folder (hidden).
      • Delete JIRA_HOME/plugins/.osgi-plugins folder (hidden).
      • Start Jira
      • Clear browser cache
      • Retry accessing customer portal to view the custom fields.

          Form Name

            [JSDSERVER-6702] JIRA Service desk does not make rest calls to third-party add-on (Insight) causing custom fields to fail in Portal.

            Martin Ma added a comment -

            Closing this ticket as it is resolved by the Marketplace app.

            Martin Ma added a comment - Closing this ticket as it is resolved by the Marketplace app.

            For us this solved this, our customer can create issues again! thx Mindville Support!

             

            Deleted Account (Inactive) added a comment - For us this solved this, our customer can create issues again! thx Mindville Support!  

            Hi.

                For Insight CFs - earlier today, we have released Insight 8.3.2 which resolves the Issue from our end.

            We have changed the way the Insight CFs are fetched in the Customers Portal.

            Please update Insight, and contact us at https://portal.mindville.com/ if you require our assistance.

            Kind Regards,

            Yinon

            Mindville Support Team

            yinon.negev added a comment - Hi.     For Insight CFs - earlier today, we have released Insight 8.3.2  which resolves the Issue from our end. We have changed the way the Insight CFs are fetched in the Customers Portal. Please update Insight, and contact us at  https://portal.mindville.com/ if you require our assistance. Kind Regards, Yinon Mindville Support Team

            any news on this? currently our Servicedesk is broken. Is a downgrade of the Jira Version possible? is there any Workaround?

            Deleted Account (Inactive) added a comment - any news on this? currently our Servicedesk is broken. Is a downgrade of the Jira Version possible? is there any Workaround?

            For us the impact is heavy too, the customer cant chose the affected system and therefor he cant create a ticket because its a manditory field.

            Deleted Account (Inactive) added a comment - - edited For us the impact is heavy too, the customer cant chose the affected system and therefor he cant create a ticket because its a manditory field.

            Same problem. Our customers can not choose which application is affected therefore our SD Portal is out of service.

            Why is the priority for such an issue "Low" ?

            Stefan Huber added a comment - Same problem. Our customers can not choose which application is affected therefore our SD Portal is out of service. Why is the priority for such an issue "Low" ?

            I moved this issue to the JSDSERVER project, because to the best of my knowledge it affects only Jira Service Desk.

            Kamil Cichy (Inactive) added a comment - I moved this issue to the JSDSERVER project, because to the best of my knowledge it affects only Jira Service Desk.

            Same here, our customers have to select the affected software and with automation we forward this to one of our support depending on software selected.

            We have to read each ticket to know which software is affected and assign it manually to someone.

            Clearing cache did not resolve either, we can't use IE after fighting for so long to ask ppl to let it go.

            Technicien Informatique added a comment - Same here, our customers have to select the affected software and with automation we forward this to one of our support depending on software selected. We have to read each ticket to know which software is affected and assign it manually to someone. Clearing cache did not resolve either, we can't use IE after fighting for so long to ask ppl to let it go.

            Jean-Pierre Marzi added a comment - - edited

            This is quite severe for us because we use insight object based authentication and restrictions on the fields which blocks our customers and our staff from creating a ticket via our portal. Our SD portal is effectively out of service due to this issue. 

            Clearing the application and browser cache did not resolve the issue. However it does work on IE11. Asking our customers, our our staff, to revert to IE11 will have limited success and appear unprofessional. 

            Jean-Pierre Marzi added a comment - - edited This is quite severe for us because we use insight object based authentication and restrictions on the fields which blocks our customers and our staff from creating a ticket via our portal. Our SD portal is effectively out of service due to this issue.  Clearing the application and browser cache did not resolve the issue. However it does work on IE11. Asking our customers, our our staff, to revert to IE11 will have limited success and appear unprofessional. 

              agoldthorpe Aidan Goldthorpe
              ksereedaren@atlassian.com Kishok Sereedaren (Inactive)
              Affected customers:
              12 This affects my team
              Watchers:
              21 Start watching this issue

                Created:
                Updated:
                Resolved: