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This is the documentation of JSU for Jira Server/Data Center. If you are using JSU on Jira Cloud, |
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see our JSU Cloud documentation. |
This is information about troubleshooting of JSU in generalpage provides general troubleshooting tips for the JSU app. If you have a problem with a encounter problems using a particular module, please also check the documentation for that module. If you did read all the documentation, analysed refer to the documentation or search our /wiki/spaces/JSU/pages/1356759054. We recommend that you test your workflows in a test project or separate test instance before committing your rules in production.
If you have read our documentation, analyzed your log files, and tried different configuration, but it still does not work, feel free to submit a support ticket: Servicedesk configurations, yet continue to have issues, get in touch with our Support team.
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Some or all functionality not working
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In rare cases JIRA has difficulties to enable , Jira may have difficulty enabling JSU. Usually, this can be solved by uninstalluninstalling/re-installinstalling, reset, or reload, etc. things.
We recommend to check checking the following things:
Manage add-ons: is the JSU app enabled
..., and all modules enabled
(except one, which is disabled per default!)?
Check your log files, serious problems usually leave a stacktrace. Do you see a reference to a class
?com.googlecode.jsu.*
determentdetermine which module cannot be loaded)?
Re-install the app
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Reinstall JSU
Have you tried to remove the JSU app and reinstall it in the JIRA Jira administration? (Without restarting JIRAJira)
See also https://confluence.atlassian.com/upm/uninstalling-Atlassian's guidance on uninstalling add-ons-273875709.html .
If re-installation of the app in the JIRA reinstalling JSU in Jira administration does not work, try to do it with a restart of JIRA, follow this stepsJira:
Uninstall JSU
Stop
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Jira
Perform a backup of your
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Jira installation and database
If you could not uninstall JSU before, delete the file
$JIRA_HOME/plugins/installed-plugins/*jira-suite-utilities*.jarDelete the following
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two directories:
$JIRA_HOME/plugins/.bundled-plugins
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and
$JIRA_HOME/plugins/.osgi-plugins(they will be recreated)Start
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Jira
Install JSU
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No configurations (for example workflow or customer field related) will be removed |
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when reinstalling, however, it's always a good idea to perform a backup |
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Install an older version
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JSU
Follow the steps re-installationto reinstall the app, but at the end just install the an older version.
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| Note |
You might lose some functionality or potentially re-introduce some bugs , that have been fixed in the a newer version. So generally Generally, it is not a good idea to downgrade JSU. Further if If you have saved any configuration with a newer version of JSU (in particular in the area of workflows), the configuration saved with a newer version of JSU might not be compatible with an older version of JSU. (We provide only compatibility for updates of JSU). |
Bean dependency problems with messages in the log file
In rare cases, we have had reports that user got users received a 404 error message in the browser, for example when navigation navigating to JSU General Configuration. Checking the log file there had have been messages likesimilar to the following:
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Error creating bean with name 'com.googlecode.jsu.actions.ConfigurationAction': Unsatisfied dependency expressed through constructor argument with index 0 of type |
This was because of a conflict with some other pluginanother add-on. We had been able to fix resolved this issue in JSU version 2.5.2. We recommend updating to update to the latest version of JSU.
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Debug the JSU app
If you want to turn on the 'JSU' debug messages, you may do so as follows:
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To enable JSU debug messages:
Temporarily (until next
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Jira restart):
Log
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in as a Jira administrator and go to System
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> Troubleshooting and Support
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> Logging & Profiling.
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Locate and select Configure logging level for another package
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Enter:
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com.googlecode.jsu |
as Package name and select DEBUG as Logging Level
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Repeat for
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ch.beecom.jira.jsu |
Permanently:
Add the following lines into to the file WEB-INF/classes/log4j.properties:
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log4j.category.com.googlecode.jsu = DEBUG, filelog log4j.additivity.com.googlecode.jsu = false log4j.category.ch.beecom.jira.jsu = DEBUG, filelog log4j.additivity.ch.beecom.jira.jsu = false |
| Warningnote |
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Debug log messages are very detailed. Your log file will grow very quickly, even and the performance of the whole system can be affected. For these reasons we recommend to leave We recommend enabling the logging only for a very short time on debug log level. |
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