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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.

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    • 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.

        1. Screen Shot 2020-01-14 at 12.25.36 pm.png
          Screen Shot 2020-01-14 at 12.25.36 pm.png
          342 kB

            [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 made changes -
            Resolution New: Resolved Locally [ 7 ]
            Status Original: Gathering Impact [ 12072 ] New: Closed [ 6 ]

            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.
            Bugfix Automation Bot made changes -
            Support reference count Original: 4 New: 5
            Aliaksei Melnikau (Inactive) made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 467773 ]
            Aidan Goldthorpe made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 467753 ]

            Deleted Account (Inactive) added a comment -

            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!  

            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

            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

            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?

            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?
            SET Analytics Bot made changes -
            UIS Original: 16 New: 24
            SET Analytics Bot made changes -
            UIS Original: 1 New: 16

              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: