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Here we’ve gathered the most common issues with the way how to troubleshoot them, and possible solutions.

Problem

Probably Cause

Possible Solution

1

Not able to add new checklist items. Here is what is logged in the browser consolde

PUT https://[instance]/rest/railsware/1.0/checklist/-1/item 500
{errorMessage: "bundle [com.railsware.rw-smart-checklist-biz]"}

This error can happen anytime the database user has not be granted the needed permissions, and JIRA is expected to create a new foreign key constraint.

Explained here

https://confluence.atlassian.com/jirakb/com-mysql-jdbc-exceptions-jdbc4-mysqlsyntaxerrorexception-references-command-denied-to-user-872266070.html

Grant proper permisisons to Jira User by executing SQL command 

GRANT SELECT,INSERT,UPDATE,DELETE,CREATE,DROP,REFERENCES,ALTER,INDEX on <JIRADB>.* TO '<USERNAME>'@'<JIRA_SERVER_HOSTNAME>' IDENTIFIED BY '<PASSWORD>';
2

Checklist statuses are not available

Conflict with settigns left after prevous version of Smart Addon that was installed on this instance

  1. Stop the Jira instance

  2. Delete the following hidden plugin cache directories (just these two):

    1. JIRA_HOME/plugins/.bundled-plugins

    2. JIRA_HOME/plugins/.osgi-plugins

  3. Restart JIRA

3

"Uncaught DOMException: Permission denied to access property "document" on cross-origin object" in the JavaScript”

message appears when trying an import checklist from a Template

Jira version 8.12

Known bug introduced by Atlassian in Jira v 8.12

Fixed in Jira 8.12.3, 8.13.1

More details: https://jira.atlassian.com/browse/JRASERVER-71747

Upgrade your Jira to 8.12.3 or 8.13.1 version

How can you help a team to better troubleshoot an error

Getting Browser Logs

  • 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 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 Jira Server/Data Center Logs

  • Go to the directory where you have installed Jira on your server. Find the Jira logs & share atlassian-jira.log file with us

  • For UNIX server: If the directory name is Jira. You can access Jira/home/log/atlassian-jira.log. In case you do not find the files, trigger the below commands in the UNIX terminal which would fetch the list of logs files path.

    find / -name "atlassian-jira.log" 2>/dev/null

  • For Windows server : You can access log 

    C:\Program Files\Atlassian\Application Data\JIRA\log\atlassian-jira.log

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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