Troubleshooting and Debugging Information

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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. 

Look for lines in the server log with .ClonePlus or ClonePlusDetails

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.

For more detailed steps, refer the How to retrieve debug logs for Bobswift apps in Jira page.

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. 

Ensure to make a copy of the server log to resolve any possible issues encountered.

Error encountered

Possible causes

Recommended actions

Error encountered

Possible causes

Recommended actions

Unresponsive UI

Insufficient memory if bulk clone operation was performed

It is recommended to follow the Atlassian guidelines during the initial Jira instances' setup.

For more details, refer to any of these articles:

User does not have relevant permissions to perform the bulk clone operation

The administrator must review the given roles and permissions for the user and verify that the specified user has the relevant permissions to perform bulk cloning.


Log a request with our support team.

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