Page Comparison

How can you help a team to better troubleshoot an error

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Tip
Here we’ve gathered the

most common issues with the way how to troubleshoot them, and possible solutions.

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Problem

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Probably Cause

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Possible Solution

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Can’t save a Template.

No “Save as a Teamplate” menu item option

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Not enough Permissions

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Grant Project Administrator permissions to a user.

Go to Project Settings → People → Add Person with Administrator Permissions

Useful information to troubleshoot your case – please provide:

instance URL, SEN license number;
Smart Checklist version;
screenshots and/or screen recordings of the checklist behavior that you think is not valid.

Additionally, we can ask you to provide:

Browser Console Log file

Open Browser Console Log and make a screenshot of errors
1. In your Chrome browser, click and then More tools > Developer tools
(F12)
2. Click the Console tab.
3. Refresh the page with Jira
issue
1. Issue and checklist opened
2. to check for any errors in the console and send them to us as screenshots or screencasts
Generate.HAR file following these instructions from Atlassian and send to us.

Getting Jira Cloud Logs

Getting additional information

let us know if you are on Cloud or Jira Server/Data Center
provide us with your Jira Server/Data Center version
provide us with the Smart Checklist addon version
make screenshots, screen recordings of the checklist behavior that you think is not valid

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Migration logs

Location: /JIRA_HOME/log/smart-checklist-migration.log
Or it can be downloaded via the link: /plugins/servlet/railsware/migrationlog

*in case of any issues with JCMA migration from DC/Server to Cloud

Smart Checklist app logs from JCMA

Navigate to System > Migrate to Cloud.
Find your migration in the list.
Click View details.
Click on the 3-dots menu near the Smart Checklist app > Select View logs.

Troubleshooting the “Unauthorized” error

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If you encounter the "Unauthorized" error, you can try the following steps:

Execute the commands below (or simply open the provided links in your browser):

Share the results of these commands with the support team.

Panel

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panelIcon	:point_down:
panelIconText	👇
bgColor	#DEEBFF

Try out a solution below

In most cases, the “Unauthorized” error is caused by network settings on the customer/Jira user side. To resolve this, try adding the following resources to the whitelist in your VPN/Firewall settings:

Allow jirachecklist.com and all subdomains (*. jirachecklist.com );

Subdomains are needed if you switch between Free and Pro versions.

Allow smartchecklist.io