How to get problem determination information - CSOT

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Last updated: Feb 10, 2020 by Sireesha Dugginapeddi [Appfire] (Inactive) (Deactivated)
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Description

If things are not working as expected, it can often be resolved by being careful with the configuration and looking at errors produced. Some time more detailed problem determination information may need to be sent in. 

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Initial Steps

  1. Double check your configuration together with looking at various how to's. 
    • Make sure you are using substitution variables correctly.
    • Are all required fields provided?
    • Does the user that will run the transition have permission to do the configured actions?
  2. Look through your server log for entries indicating various problems that can occur during a transition. The log is the only place some of these errors can be reported. This is especially true for problems with custom fields. Error entries are logged for most situations that cannot be completed as expected. A post function runs after the transition has occurred, so error logs are really the best way to indicate that some things may not have done based on the situation. If you add INFO logging (see the steps below), you will get some more detail explanations of what is happening with conditioning and other features. 
  3. If still a problem, open an issue with information on your configuration, JIRA version, and add-on version. 
    • If it is a custom field specific issue, indicate what type of custom field is causing problems. Not all custom field types are fully supported - see Custom Field Types. 
  4. In most cases, that will be sufficient to resolve the issue. In some situation more information may be needed. 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 application server log with org.swift.jira or .cot. or something similar depending on your log configuration.

The application server log is located in the <JIRA install directory>/home/log directory and is likely called atlassian-jira.log.

Steps to collection more information

  1. Read: JIRA logging and profiling - how to configure additional temporary logging in JIRA
  2. Add an entry for INFO or DEBUG using org.swift.jira
    • Temporary logging will get you started without a server restart. It does not carry over after restart
    • INFO - gives less information, but usually more relevant without extra stuff
    • DEBUG - gives more information and usually should be done if you are opening an issue and reporting information
  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: .cot.
  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 - make sure it doesn't contain sensitive information
    3. Copy your server log and remove earlier entries or other information you may not want to share.

Configuration Information

The easiest way to provide configuration information is to take a screen shot of the post function configuration. Go to the view post function screen and capture one or more post function views: