Problem:

Even after you acknowledge the accept button, the page reloads and displays the notice once again. We are unable to do anything on the Jira site due to this, as it is blocking everything. It works for all users except for one user.

Solution:

To troubleshoot the above issue follow the below steps.

1. Start by ensuring that you're using the latest version of the application. If not, update the app to the latest version and then recheck.

2. If the problem persists after updating, attempt to reset the acknowledgment by navigating to Profile > Acknowledged notifications, as illustrated in the provided screenshot.
   

3. If the issue persists, perform the following database checks:
   a. Execute the query below to retrieve the notification ID of the banner:

   SELECT "ID","TITLE" FROM "A0_63D3CD_NOTIFICATION"

   b. After obtaining the ID details, run the subsequent query, ensuring to substitute <actual_username> with the affected user's username:

   SELECT "ID" FROM public."AO_63d3CD_NOTIFICATION_USER" WHERE "USER" = '<actual_username>'

   If two IDs are returned, there's an issue with the IDs, which should be singular. In this case, delete the two IDs and verify by browsing the page again. This should resolve the issue.

4. If the problem still persists, escalate by raising a support ticket and providing the following logs:

   • Share the support zip logs by reproducing the issue, following the instructions at https://appfire.atlassian.net/wiki/spaces/SUPPORT/pages/80883004.

   • Share the browser console logs, as outlined at https://appfire.atlassian.net/wiki/spaces/SUPPORT/pages/89142159.

   • Additionally, include the complete announcement configuration details for filtering options and scheduling options tabs.

At first, please check whether you are on the latest version or not. If not, please update the app to the latest version and then check again.

If it still doesn't work even after updating the app, try to reset the acknowledgment by going to Profile > Acknowledged notifications, as shown in the screenshot below.

If it is still occurring, please check the database with the below queries.

Run the below query to get the notification id of the banner

SELECT "ID","TITLE" FROM "A0_63D3CD_NOTIFICATION"

After fetching the ID details for that particular banner run the below query. In the below you have to given the username for the user who is experiencing the issue.

SELECT "ID" FROM public."AO_63d3CD_NOTIFICATION_USER" WHERE "USER" = '<actual_username>'

If you get two IDs, then the issue is with the IDs. It should have only one ID. Then, we need to delete those 2 IDs and check again by browsing the page after deleting the two id’s from the above table. Now, it will resolve the issue.

Even if it didn’t solve the issue, then please raise a support ticket with us and share the logs below

Please share the support zip logs by reproducing the issueHow to obtain debug logs for Appfire apps in Confluence,

Please share the browser console logs How to capture Javascript console logs.

Also, please share the full announcement configuration details for filtering options and scheduling options tabs.