Overview

The Troubleshooting and Support screen allows

• refreshing all add-on data and reporting inconsistencies on issues pending automating transitioning (Reindexing tab)
• creating a zip file containing useful information about your instance to send via email when requesting Herzum support (Support Request tab)

• running the removal of the Approval Condition automatically added to all workflow when installing the add-on (Workflow Cleaning tab)

  Notice that it is expected that on uninstalling the add-on the Approval Conditions are automatically removed and this operation is suggested for troubleshooting exclusively.

  Do not remove the Approval Condition from the workflows to allow the add-on working properly.

  If you have removed the condition from the workflows erroneously, you can restore it by running a re-indexing.

Reindexing

Navigate the Reindexing tab on the Troubleshooting and Support screen.

When clicking Re-index the add-on will perform a check on add-on data in order to fix eventual inconsistencies.

In particular the performed actions consist in the follwowing:

• Workflow Cleaning - for each workflow, exception made for the Default JIRA Workflow, the routine removes the approval condition on each transition.
• Restore Approval Conditions on the Workflows - for each workflow, exception made for the Default JIRA Workflow, the routine adds the approval condition on each transition.
• update the user list separator. For each Approval, the routine checks, on the Users field, if the user list separator is the comma. If the check returns true, the separator ',' is replaced by the separator '&'.
• grant the user set on AWT global setting with permission to run workflow transition  on all projects.
• check  Approval Mapping data consistency - if any Approval Mapping  has Issue Type id, Project id, Source status id  or Transition id  that do not exist anymore in JIRA database, the Approval Mapping is deleted. 
• check Issue Approval data consistency.- if any Issue Approval has a Source status ,id Approval id or Transition id that do not exist anymore in JIRA database, the Issue Approval is cleaned.
• check the Permissions -> Approval Request -> Projects which have been enabled via the Permissions administration screen showed below - If the Project doesn't exist anymore in JIRA database, data are cleaned.
  
• check the Permissions -> Define approval for single issue - Projects  via the Permissions administration screen showed below   - If the Project doesn't exist anymore in JIRA database, data are cleaned.
  
• check the Permissions to notify an Approval Request via the Permissions administration screen showed below - If the Project and/or the Issue Type don't exist anymore in JIRA database, data are cleaned.
  
• check the Permissions to display the Issue Approval button - If the Project and/or the Issue Type don't exist anymore in JIRA database, data are cleaned
  
• check if existing condition/s and/or validator/s on same workflow/s have not allowed to automatically transition one/more issue/s. If any issue exists, the number of affected issues is displayed and it's allowed bulk transitioning all issues.
  
  

   

  When clicking Yes the add-on will re-try to transitioning the issues by checking again if existing validators and conditions are validated.

  If existing validators and conditions are still not validated for some issues the sys-admin can choose to Force issue transitioning (issues are transitioned without running workflow's post functions and checking conditions and validators).

  

  Click on the counter of the affected issues to display the issues that are candidate to be transitioned across the workflow.

  Issues are displayed on the JIRA issue navigator.

  

WorkFlow Cleaning

Navigate the Workflow Cleaning tab on the Troubleshooting and Support screen.

Jus click Remove Approval Condition to automatically run a routine that for each workflow, exception made for the Default JIRA Workflow, removes the approval condition on each transition.

If all workflows have been successful cleaned a message informing is returned.

If any workflow has not been successful cleaned a message reports the list of workflows still affected by Approval Conditions.

Support Request

Navigate the Support Request tab on the Troubleshooting and Support screen.

Accomplish the suggested steps to generate a file reporting information extracted from your JIRA allowing to investigate any problem with Herzum Approval add-on.

The file will include the following information: 

•  Jira Configuration File (JIRA version, database setting and other useful information)
•  Mail Server Setting
•  Jira Application Logs
•  Jira Application Outgoing Logs
•  Jira Application Incoming Logs
•  Approval Add-on Key info and data
•  Other information (Contact Email, Summary,Priority, Description)