On this page:

Overview

If the app is not working as expected, it can often be resolved by checking the configuration and looking at errors produced. For certain errors, more detailed problem determination information should to be sent to us.

Initial steps

1. Have you made customizations?  If so, double-check your configuration properties.

2. Look through your server log for entries indicating various problems that can occur.

3. If you are debugging a new or changed customization, turn on the debug logging (see below) to get more information on how your properties are being used.

4. If you still face a problem, open an issue with the information on your configuration including the Jira version and plugin version. 

   • If it is a custom field-specific issue, indicate what type of custom field is causing problems. 

5. In most cases, that will be sufficient to resolve the issue. In some situations, more information can be required. For instance, you can attach your exported workflow. In more difficult cases, you may be instructed to collect debug information. These are the steps to follow. You will need access to the Jira server log file. 

Steps to collect debug information

1. Refer the Jira logging and profiling page to configure additional temporary logging in Jira

2. Add an entry for DEBUG using org.swift.jira.

   • Temporary logging will get you started without a server restart. It does not carry over after restart.

3. Run a test scenario and then look in the server log. Find the time period close to your test run time and look for entries including text: .ClonePlus

4. Attach one of the following:

   1. Cut and paste the entries into a comment (if small) or into a file and attach.

   2. Zip of your server log and ensure it does not contain sensitive information.

   3. Copy your server log and remove earlier entries or other information you may not want to share.

Troubleshoot possible scenarios

This section mentions some of the common errors that users may encounter. The table lists such errors with possible causes and the actions administrators or users can take to resolve the error.