Troubleshooting and support for JIRA Misc Workflow Extensions

This section details the troubleshooting and support options provided for the Jira Misc Workflow Extensions add-on and is applicable to Jira admins. 

If one of the post-functions provided by the Jira Misc Workflow Extensions (JMWE) add-on does not seem to be working as you would expect,

1. the first step is to check for error messages on the issue view right after triggering the transition. If any of the post-functions configured on the triggered transition fails with any error JMWE displays a message with a link to the error log. Note that this message is visible only to the admins and is not visible on Jira Software boards and Jira Service Desk customer portals.

2. Next is to check if there is currently any known outage or major incident affecting the add-on. Active incidents are visible automatically on the status page for the JMWE add-on. See here for more information.

3. Next, you should head to the post-function view screen to see the count of errors and warnings that happened over the last 24 hours for that post-function. Clicking on the errors or warnings will direct you to the JMWE Logs page under the Add-ons section, which will give you detailed information on the errors and warnings for the specific post-function. In general, you can access the add-on logs on this page for errors or warnings you might have overlooked. If there are any errors or warnings, you can download the logs (explained below) and investigate the errors.

4. The next step is to search our Knowledge Base and the Atlassian Community website for existing answers to your problem. You can also ask the community for help with your specific problem, especially if you are looking for a solution to a specific use case.

   Finally, if you believe you are running into a bug in the JMWE add-on, or if you would like to suggest a new feature, don't hesitate to raise a support request with us.

Automated error checking

Another special notification appears on this page when there are any errors detected in your logs that are related to Permission Schemes and/or some Issue Security Schemes.

Errors or/and warnings detected in your logs

If errors and/or warnings are detected in your logs, a message box will appear on the Troubleshooting and Support page, after a slight delay. If you click on one of the numbers, the corresponding errors or warnings will start downloading.

reset counters : Clicking on this link will reset the error and warnings counters, after which only new errors or warnings (appearing after the reset) will be taken into account. Thus, next time you visit this page, the message box will only appear if new warnings or errors are detected.

Accessing the Innovalog status page

You can access the status page for the JMWE for Jira Cloud add-on here: http://status.innovalog.com/.  This page helps in keeping you informed about outages and major incidents, if any, in the add-on. 

You can subscribe to updates to this page to be notified via Email or SMS whenever a new incident is reported.