General troubleshooting guidelines
- Antonella Capalbo
Below you can find some potential issues that you may be running into, as well as the way to fix them.
Partnership Configuration issues
Symptoms
When clicking on the save button on the Herzum Quick Linker Partnership Configuration screen you get a Warning Message:
If you encounter this alert, check the Source instance Base URL on
- System→ General configuration->Base URL
- Case of HTTPS URL, the connector directive in the Tomcat server.xml file:
proxyName
The proxyName parameter should be set to the FQDN that the application server will be accessed on - for example jira.example.com if accessing it on http://jira.example.com or example.com if accessing it on http://www.example.com/jira. It should not include the context path.
scheme
E.g. scheme="https" secure="true"
Symptoms
When clicking on the save button on the Herzum Quick Linker Partnership Configuration screen you get a Warning Message:
If you encounter this alert, check the Destination instance Base URL on
- System→ General configuration->Base URL
- Connector directive in the Tomcat server.xml file:
proxyName
scheme
Symptoms
When clicking on the save button on the Herzum Quick Linker Partnership Configuration screen you get a Warning Message:
If you encounter this alert, check the Source Username exists, it is active, it is a Jira user and password is correct.
Symptoms
When clicking on the save button on the Herzum Quick Linker Partnership Configuration screen you get a Warning Message:
If you encounter this alert, check the Destination Username exists, it is active, it is a Jira user and password is correct
Symptoms
When editing the Destination URL in the Partnership Configuration screen you get a Warning Message:
If you encounter this alert, you are trying to perform an illegal action:
it's not allowed to transform an existing local partnership into a remote partnership.
Symptoms
When clicking on the Herzum Quick Linker Main Partnership Configuration screen you get a Warning Message:
If you encounter this alert it's due the Jira instance on the remote server isn't reachable or the provided credentials aren't valid anymore.
If the problem is caused by invalid credentials, you can encounter the following scenarios:
- the inactive partership is turned in red: you can edit it, update the user/password configured as source/destination credential and save.
- the inactive partership is turned in orange: you can edit it but you are allowed to update only the user/password configured as destination credential.
Herzum Quick Linker Main Partnership Configuration screen
Symptoms
When clicking on an Herzum Quick Linker Action button to create and link a new issue you get a Warning Message:
If you encounter this alert it's due invalid credentials allowing issue creation and linking.
In order to fix that follow /wiki/spaces/HQL/pages/311922007.
HQL Message: Permission Violation
Mapping Configuration issues
Symptoms
When clicking on the Herzum Quick Linker Main Mapping Configuration screen you get a Warning Message:
If you encounter this alert it's due:
- the partnership is not active
- the configured mapping is no more consistent with data in Jira cause of:
- source project key has been updated
- target project key has been updated
- source issue type doesn't exist anymore or it isn't still active for the source project
- destination issue type doesn't exist anymore or it isn't still active for the destination project
- has been dropped on the source Jira instance
If the problem is due an incosistent Mapping configuration, you can encounter the following scenarios:
- the inactive mapping is turned in red: you can update data and save.
- the inactive mapping is turned in orange: you cannot edit it; the configured mapping can be activated only via the Herzum Quick Linker Mapping Configuration screen of the remote Jira instance joining the partnership.
Herzum Quick Linker Main Mapping Configuration screen
Symptoms
When clicking on the Herzum Quick Linker Main Mapping Configuration screen you get a Warning Message:
If you encounter this alert it's due:
- have been dropped on the source Jira instance
- issue Linking has been deactivated.
Herzum Quick Linker Main Mapping Configuration screen
Symptoms
When configuring a new Mapping or updating an existing one, on save, you get a Warning Message:
If you encounter this alert it's due:
a mapping has been already configured having same partnership, source project, source issue type and button label.
You must change at least one of the listed parameters and then save.
Herzum Quick Linker Mapping Configuration screen
Symptoms
When configuring a new Mapping or updating an existing one, on save, you get a Warning Message:
If you encounter this alert it's due:
- you are trying to configure a mapping having as destination issue type a Sub-task issue type and as target project a project different from the source project: this configuration isn't allowed
- you are trying to configure a mapping having as destination issue type a Sub-task issue type and partnership is configured toward a remote url: this configuration isn't allowed.
Herzum Quick Linker Mapping Configuration screen
Symptoms
When configuring the Fields Mappings for a given Mapping, on adding it, you get a Warning Message:
If you encounter this alert it's due:
- you are trying to configure a field mapping having same source and target fields of an existing one.
Herzum Quick Linker Mapping Configuration screen
Symptoms
When configuring the Fields Mappings for a given Mapping, on adding it, you get a Warning Message:
If you encounter this alert it's due you are trying to configure a not allowed field mapping.
Review /wiki/spaces/HQL/pages/313395897 Guide for further details on allowed fields mappings.
Herzum Quick Linker Mapping Configuration screen
Escalate Post function issues
Symptoms
When transitioning the issue status, you get a Warning Message:
If you encounter this alert it's due:
- the partnership selected as input for the escalate issue post function configured on the workflow transition is inactive
- at least one mapping configured for the partnership selected as input for the escalate issue post function configured on the workflow transition is inactive
If the problem is due an inactive Partnership you can fix that by accessing to the Herzum Quick Linker Main Partnership Configuration screen and following instructions provided for Partnership Configuration issues.
If the problem is due an inactive Mapping you can fix that by accessing to the Herzum Quick Linker Main Mapping Configuration screen and following instructions provided for Mapping Configuration issues.
Issue screen
Symptoms
When transitioning the issue status, you get a Warning Message:
If you encounter this alert it's due the user configured on the partnership as destination credentials has not the required grants on the target project.
Follow /wiki/spaces/HQL/pages/311922007 to fix that.
Issue screen
Symptoms
When displaying the post functions configured for a workflow transition, you get the Message:
If you encounter this alert it's due:
the partnership selected as input for the escalate issue post function configured on the workflow transition is inactive.
In order to fix that:
- click on edit, update parameters of the Escalate Issue Function and save.
- access to the Herzum Quick Linker Main Partnership Configuration screen and follow instructions provided for Partnership Configuration issues.
Workflow's transition configuration screen
Quick Actions Issues
Symptoms
When clicking on one button on the Quick Actions panel you get the Message:
If you encounter this alert it's due:
- the configured mapping is inactive
- one or more mappings have been configured toward an partnership that is deactivate.
In order to fix that:
- access to the Herzum Quick Linker Main Mapping Configuration screen and follow instructions provided for Mapping Configuration issues
- access to the Herzum Quick Linker Main Partnership Configuration screen and following instructions provided for Partnership Configuration issues
Issue screen
When displaying the issue the Quick Actions panel you get the Message:
If you encounter this alert it's due:
- one or more mappings have been configured toward a partnership that has been deactivated.
In order to fix that:
- access to the Herzum Quick Linker Main Partnership Configuration screen and following instructions provided for Partnership Configuration issues
Issue screen
When displaying the Quick Links on the Herzum Quick Links panel you get the Message: Issue Link not available.
If you encounter this alert it's due:
- the current issue has been linked via a remote mapping that has been configured toward a partnership that is deactivate.
In order to fix that:
- contact the Jira Administrators of the remote Jira instance asking to activate the partnership.
Herzum Quick Links panel
When displaying the Quick Links on the Herzum Quick Links panel you get the Message: Missing Link type.
If you encounter this alert it's due the issue link type has been deleted.
In order to fix that review /wiki/spaces/HQL/pages/312673710 asking to the Database Administrator to fix that.
Herzum Quick Links panel
When clicking on the Button to create and linking a new issue you get the Message:
If you encounter this alert it's due the user configured as destination credentials on the partnership has not the required grants on the target project.
Follow /wiki/spaces/HQL/pages/311922007 to fix that.
Issue screen
When clicking on the Button to link an existing issue you get the Message:
If you encounter this alert it's due the user configured on the partnership as destination credentials has not the required grants on the target project.
Follow /wiki/spaces/HQL/pages/311922007 to fix that.
Issue screen
When clicking on the Button to create and linking a new issue you get the Message:
If you encounter this alert it's due the user configured on the partnership as destination credentials has not the required grants on the target project.
Follow /wiki/spaces/HQL/pages/311922007 to fix that.
Issue screen
When clicking on the Button to link an existing issue you get the Message:
If you encounter this alert it's due the user configured on the partnership as destination credentials has not the required grants on the target project.
Follow /wiki/spaces/HQL/pages/311922007 to fix that.
Issue screen
When editing Affect/Fix Version/s, Component/s, Assignee, Reporter, Priority, Custom fields, Summary or Description, on the issue Edit Screen, a new Comment is added as reported bellow:
If you encounter this alert it's due the user configured as destination credentials on the partnership has not the required grants on the target project.
Follow /wiki/spaces/HQL/pages/311922007
Issue screen
When editing the Fix Version, on the issue Edit Screen, a new Comment is added as reported bellow:
If you encounter this alert it's due the user configured on the partnership as destination credentials has not the required grants on the target project.
Issue screen
When editing the Assigee, on the issue Edit Screen, a new Comment is added as reported bellow:
HQL sync field error message
If you encounter this alert it's due the user configured on the partnership as destination credentials has not the required grants on the target project.
Issue screen
When adding an Attachment, on the issue Edit Screen, a new Comment is added as reported bellow:
If you encounter this alert it's due the user configured on the partnership as destination credentials has not the required grants on the target project.
Issue screen
When editing the Reporter, on the issue Edit Screen, a new Comment is added as reported bellow:
If you encounter this alert it's due the user configured on the partnership as destination credentials has not the required grants on the target project.
Follow /wiki/spaces/HQL/pages/311922007.
Issue screen
The following Comment is displayed:
If you encounter this alert it's due the user configured on the partnership as destination credentials has not the required grants on the target project.
Follow /wiki/spaces/HQL/pages/311922007.
Issue screen
When deleting a Comment, a new Comment is added as reported bellow:
If you encounter this alert it's due the user configured on the partnership as destination credentials has not the required grants on the target project.
Follow /wiki/spaces/HQL/pages/311922007.
Issue screen
When editing a Comment, a new Comment is added as reported bellow:
If you encounter this alert it's due the user configured on the partnership as destination credentials has not the required grants on the target project.
Follow /wiki/spaces/HQL/pages/311922007.
Issue screen
When editing the Affects/Fix Version/s, Component/s, Assignee, Reporter or Priority on the issue Edit Screen, a new Comment is added on the Source and on the Target Issue as reported bellow:
If you encounter this alert it's due selected Affects/Fix Version/s, Component/s, Assignee, Reporter or Priority are not admissible for the Target Project.
Align Affects/Fix Version/s, Component/s, Assignee, Reporter, Priority on Source/Target Project/JIRA instance to allow synchronization.
Issue screen
When editing the issue a new Comment is added on the Source and on the Target Issue as reported bellow:
If you encounter this alert it's due the target issue isn't editable (e.g. issue status is 'Closed').
Issue screen