Technical info

Table of contents

Reporting procedure - fine-grained logs

Gathering profiling

This section allows you to perform basic troubleshooting actions or (whenever required) extract information that you can later send to the Support Team. 

If you've encountered any issues with the App and the problem persists after updating to the latest version, please contact our Support Team via our ServiceDesk, providing as many details describing the error as possible.

Please remember that the more details we have on the issue, the higher the chance that we will be able to help you resolve it in the first reply. We are always more than happy to receive screenshots showing the problem, preferably with highlighted areas where the problem occurs.

Along with the above, we need you to send us information on the version of Jira you are currently using, the version of our application (if you are not using the latest release) as well as the fine-grained logs.

Security and access

• Only Jira administrators can access this page.

• Click the "wrench" icon at the top right and select "Advanced" from the drop-down list. Next, go to the "Technical info" tab.

Open

Technical info and Troubleshooting

Feature	Description

Feature	Description
Download all locks data	Generate locks report to identify performance issues.
Download all cluster lock data	Generate locks report to identify performance issues for Data Center clusters.
Release all clusters locks	Release all locks on all Data Center clusters. In Jira Data Centre, some operations require a lock to be placed across all nodes for operations that should only be operated on one node at a time, for example, taking a backup of the index. Info: While releasing the locks might resolve the performance issues on your instance, this information must identify the root cause of the problem and do not release the locks before contacting the Support Team.
Release current node cluster locks	Release the current node's cluster lock.
Show Integrity checker	The integrity check is the process of comparing the current state of stored data and/or programs to a previously recorded state to detect any changes.
Fix integrity checker errors	Fix the identified integrity errors. The most common problem resolved by fixing integrity errors is when the App revers date fields mapped as start/end dates once they are cleared.
Lock logging	Enable/disable the lock logging.
Maximum tasks to load	Specify the maximum number of tasks in each Box scope. There is no maximum limit.
Synchronization time interval	System job checking and synchronizing changes made in Jira (a process known as partial-sync) are configurable. The allowed time interval is 1-10 seconds.
Generate thread dumps	A log informing about the processes and threads currently running within the Java Virtual Machine. Used in solving support tickets, in particular, in diagnosing performance problems. You can download such logs directly from the Technical info section of the BigPicture Advanced configuration. Refer to the video above for more information.
Download Task Relations report	Generate a zip file containing the report. The file is automatically downloaded to your computer. Open state_versions.csv - history of changes of parent/child task relationships and/or dependencies tree_events.csv - task information (change of parent/child) link_events.csv - dependency information (changes of dependencies)  node_siblings.csv - information on task order rejected_events.csv - information about errors when state_versions actions are attempted

Monitoring - Statistic collection

Purpose

Tracking and evaluation of user behavior to optimize software quality.

Examples of statistical data being collected:

• quantitative data on how user cohorts interact with the user interface (to optimize app usability)

• statistical data on the use of application services on the backend (to improve application performance)

User-related data

All collected data is anonymous. No personal data is being collected (user id only). 

Activation/deactivation

Basic Troubleshooting

This section allows you to perform basic troubleshooting actions or (whenever required) extract information that you can later send to the Support Team. 

If you've encountered any issues with the App and the problem persists after updating to the latest version, please contact our Support Team via our ServiceDesk, providing as many details describing the error as possible.

Please remember that the more details we have on the issue, the higher the chance that we will be able to help you resolve it in the first reply. We are always more than happy to receive screenshots showing the problem, preferably with highlighted areas where the problem occurs.

Along with the above, we need you to send us information on the version of Jira you are currently using, the version of our application (if you are not using the latest release) as well as the Fine-grained Log.

Onboarding tour

Turn the onboarding tour pop-ups on/off by toggling the switch. 

Synchronization

Technical user

Jira Cloud limitations

When BigPicture is hosted on Jira Cloud the technical user is created automatically and is then used by the app -  the technical user defaults to the anonymous user and can't be changed.

Jira Server/ Data Center

The Technical user drop-down feature provides more visibility into updates done by the App during auto-scheduling and field synchronization. You can create a user that will be used by the App (for example, "BigPicture") to easily know that the App itself was responsible for changes. 

When the person responsible for a change cannot be put down as the person responsible, the selected technical user is listed as the user making changes to your tasks (instead of an anonymous user (Jira Server fallback user)). 

For example, when a task change is committed from BigPicture to an integration instance (such as Jira) and the known user context fails due to lack of user permissions, then the same action is retried using the technical user (that typically should have higher permissions).

• Changes made as a result of a scheduling cascade will be pushed out, even if the user doesn't have permissions for the tasks in cascade, as long as the user has the permissions for the first task that is moved

• Changes made as a result of administrative actions (eg. changing the sub-scope sync field) will be pushed out, even if the user doesn't have permissions for all the tasks

• Beyond these two cases, this change should not allow the user to commit any action that they weren't able to make before

• Changes, where the user had permissions to edit the task but lost them between the permission check and the actual commit, will be pushed out

On Jira Server/Data Center the technical user defaults to the anonymous user but can be changed.

Scheduled synchronization

Jira does not always notify the BigPicture App about changes (for example, no events are triggered when a project is removed) - the scheduled synchronization mechanism assures that the scope of your work is always up to date. 

Task grouping limit

Set a limit on how many tasks a box can handle to allow grouping. The maximum number is set to 50000 tasks.

Performance

Set the maximum number of tasks that a single Box can hold to limit BP's performance impact on your Jira instance. The default value is 100,000 tasks, and there is no maximum limit.

For more information, see our BigPicture Sizing Guide.

The performance can also be improved by increasing the synchronization time interval.