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How can you help a team to better troubleshoot an error

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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

  2. Click the Console tab.

  3. Refresh the page with Jira Issue and checklist opened

  4. 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 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 add-on version

• make screenshots, screen recordings of the checklist behavior that you think are not valid

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Problem

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Probable Cause

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Possible Solution

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Can’t save a Template.

No “Save as a Template” 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

OR if you have enabled Custom Permissions , grant Add Smart Checklist Items permission to a user/group/role.

More on this:

Permissions & Access

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“Unauthorised” message on addon’s pages

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Incoming/Outgoing connection is blocked by company’s proxy settings.

Check if proxy settings enabled onyour computer.

E.g. on Windows Uuse setup script

might be turned on pointing to a script file.

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Reach your network administrator, whitelist domains

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jirachecklist.com

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air.jirachecklist.com

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pro.jirachecklist.com

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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

1. Navigate to System > Migrate to Cloud.

2. Find your migration in the list.

3. Click View details.

4. 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:

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

• curl https://smartchecklist.io/health

• curl https://pro.jirachecklist.com/healthcheck

• curl https://air.jirachecklist.com/healthcheck

2. Share the results of these commands with the support team.
   

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:

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

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

2. Allow smartchecklist.io