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Table of Contents

Ensure JFS Patch for JIRA Is Installed

These signs indicate that JFS patch for JIRA has not been installed properly:

  • Custom field values are hidden from Issue View, but stay visible in Change History;
  • Changed values are visible in Activity Streams;
  • Hidden values are visible in Issue Print View or in MS Word representation.

If you experience one of these problems, you should download proper JFS patch for JIRA and reinstall it according to JFS Installation&Upgrade Guide. Please pay extra attention to the folder you are unpacking the patch archive.

To check if the patch is applied:

  • Navigate to Administration -> System Info;
  • Modified Files section should look like this:
    Panel
    bgColorivory

    [Installation Type: Standalone] secure/views/issue/moveissue-confirm.jsp, jira-application.properties, secure/views/issue/convertissuetosubtask-confirm.jsp, com/atlassian/jira/issue/history/ChangeLogUtils.class, entitydefs/entitymodel.xml, templates/plugins/issueviews/single-word.vm, com/atlassian/jira/issue/history/ChangeItemBean.class, templates/plugins/jira/issuetabpanels/changehistory.vm, com/atlassian/jira/plugin/atlassian-bundled-plugins.zip, com/atlassian/jira/issue/fields/CustomFieldImpl.class

    If it looks like the one below - the patch has not been applied properly:
    Panel
    bgColorivory

    [Installation Type: Standalone] jira-application.properties, entityengine.xml, secure/admin/user/views/userbrowser.js

Non-English Symbols Get Corrupted

If you are using non-English language and your default operating system encoding is not UTF8  (usually on Windows system), it is required to set Java default encoding to UTF8 . To do this: set Java property file.encoding to UTF8: -Dfile.encoding=UTF8.
You can find more info on how to set Java property for Tomcat installed as a Windows Service here: http://confluence.atlassian.com/display/JIRA/Setting+Properties+and+Options+on+Startup#SettingPropertiesandOptionsonStartup-TomcatinstalledasaWindowsService%3A

Disabling "Block Unknown URLs" Setting

Before creating a support request try to disable Block Unknown URLs setting at Administration -> Field Security -> JFS Settings.

Preparing Data for Support Request

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  1. Navigate to Administration->Field Security->JFS Settings and:
    1. Set Logging Level to TRACE;
    2. If the error is related to SOAP or XML-RPC API: set "Dump Request & Response Data to File" option to ON;
    3. Click the Save button to submit changes;
  2. Perform actions that are causing the error;
  3. Navigate to Administration->Field Security->JFS Settings and disable extended debugging by setting Logging Level to INFO and "Dump Request & Response Data to File" option to OFF; click Save button to submit;
  4. Attach JIRA log file and application server log file to the support request (see this page for how to find log files; choose your JIRA version);
  5. If the error is related to SOAP or XML-RPC: navigate to /jfs/tmp subfolder in the JIRA home folder of your instance, archive its content with any common archiver (e.g. ZIP) and attach to support request.
Column

Info

Please note that log files and/or dump files may contain some sensible information. We recommend choosing any sample JIRA issues for reproducing erroneous behavior. Furthermore, we hereby confirm that a) we will use any submitted data only for debugging purposes, a) we will not share this data with anyone without written permission of the owner and c) we will permanently delete all submitted data upon completion of the support request or if requested by the owner.