Service info - When Messages are not displayed on the Service Desk portal

Owned by JiBrok
Last updated: Jun 18, 2021
2 min read

 

If messages are not displayed correctly on the portal (some technical information is visible), then to solve the problem, you need to collect additional information.

Please send all the collected information to our support. This will greatly help in finding the problem.

Support portal: https://jibrok.atlassian.net/servicedesk/customer/portal/9/group/41/create/142

 

  1. What versions are you using?

  • Plugin version.

  • Jira version?

  • Server or Data Center?

  • Service Desk version?

2. Which browser is the problem? Is the bug reproduced in other browsers?

3. Do you have a way to see errors in the browser console? 

https://developer.chrome.com/docs/devtools/console/log/

4. Are there any other plugins that work in conjunction with the desk service? For example “Refined” requires the connection of separate resources for work correctly with our plugin - https://jibrok.com/docs/message-field/refined-for-jira/

5. Screenshot with the enabled modules:  https://jibrok.com/docs/message-field/refined-for-jira/

6. Screenshots with message settings.

7. Open browser console and run next code and create screenshot:

 

Code:

var serviceData = [ MESSAGE_FIELD_SD_OBJECT, MESSAGE_FIELD_OBJECT, JIBROK_MESSAGE_FIELD_CONTEXT, MESSAGE_FIELD_SD_OBJECT.isSDViewContext(), MESSAGE_FIELD_SD_OBJECT.isSDCreateContext(), AJS.$('dd:visible').text(), AJS.$('.rw_item_section:visible').text(), ] MESSAGE_FIELD_SD_OBJECT.messageFieldInit(); serviceData

  1. Click right mouse button on message field text and open inspect.

  2. Create screenshot of html fragment

3. Paste the code from the column on the left into the console

4. and press Enter to start

5. Create screenshot of the result. Messages should also display correctly on this page.

 

8. Try clearing your plugin cache.

  • Shut down JIRA

  • Delete the following hidden plugin cache directories:

    JIRA_HOME/plugins/.bundled-plugins JIRA_HOME/plugins/.osgi-plugins

  • Restart JIRA (These directories will be recreated on JIRA reboot with new plugin cache)

9. Sometimes in Jira, plugin resources behave strangely and some problems were solved by reinstallation. Try uninstalling and reinstalling the plugin manually. Or manually install the previous version of the plugin and update to the latest.