Error We can't create this issue for you right now it could be due to unsupported content when trying to create a ticket

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プラットフォームについて: Server および Data Center のみ。この記事は、Server および Data Center プラットフォームのアトラシアン製品にのみ適用されます。

Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.

*Fisheye および Crucible は除く

要約

Users can't create a ticket via user portal, Jira Software, or email incoming.
When some users try to send an email to their service desk email inbox the issue does not get created, it just sits in the inbox.
If they try to create it via the customer portal or Jira they get this error:

Error message:
We can't create this issue for you right now, it could be due to unsupported content you've entered into one or more of the issue fields. If this situation persists, contact your administrator as they'll be able to access more specific information in the log file.

  • Affects all browsers.
  • Affects customers and agent accounts.
  • The user has Create Issue Permission and Customer Permission.
  • May be limited to specific projects/issue types.


診断

When trying to create an issue whilst collecting a HAR file, we are able to identify the Create Issue request that failed:

Request URL: https://test.com/secure/QuickCreateIssue.jspa?decorator=none
Request Method: POST
Status Code: 400 400


X-AREQUESTID: 1179x3420941x1
X-ASESSIONID: 1ml5ypd
X-AUSERNAME: test-user
X-Content-Type-Options: nosniff
X-Frame-Options: SAMEORIGIN
X-Seraph-LoginReason: OK
X-XSS-Protection: 1; mode=block

Checking Jira's logs, we see that the request ID 1179x3420941x1 is failing because of a Post Function added to the Create Issue transition:

2021-05-28 19:39:46,572 ajp-nio-8009-exec-133 ERROR test-user 1179x3420941x1 1ml5ypd /secure/QuickCreateIssue.jspa [c.i.j.plugins.functions.SetFieldValueFunction] An error occurred while executing a Set Field Value post-function: Cannot invoke method flatten() on null object 
    Context information:
    	Workflow extension: Set Field Value post-function
    	Location: transition 1 of workflow 'Test WorkFlow'
    	Link to transition: https://test.com/secure/admin/workflows/ViewWorkflowTransition.jspa?workflowMode=live&workflowName=Test+Workflow&workflowTransition=1&workflowStep=1&descriptorTab=postfunctions
    	Issue: null
    
java.lang.NullPointerException: Cannot invoke method flatten() on null object
	at org.codehaus.groovy.runtime.NullObject.invokeMethod(NullObject.java:91)
	at org.codehaus.groovy.runtime.callsite.PogoMetaClassSite.call(PogoMetaClassSite.java:43)
	at org.codehaus.groovy.runtime.callsite.CallSiteArray.defaultCall(CallSiteArray.java:47)
	at org.codehaus.groovy.runtime.callsite.NullCallSite.call(NullCallSite.java:34)
	at org.codehaus.groovy.runtime.callsite.CallSiteArray.defaultCall(CallSiteArray.java:47)
	at org.codehaus.groovy.runtime.callsite.PogoMetaClassSite.call(PogoMetaClassSite.java:52)
	at org.codehaus.groovy.runtime.callsite.AbstractCallSite.call(AbstractCallSite.java:119)
	at script_b0ed88b694c86e5cc6be4730d755fffe.run(script_b0ed88b694c86e5cc6be4730d755fffe.groovy:1)
	at com.innovalog.groovy.GroovyExpression.eval(GroovyExpression.java:183)
	at com.innovalog.groovy.GroovyExpression.eval(GroovyExpression.java:130)
	at com.innovalog.jmwe.plugins.functions.SetFieldValueFunction.executeFunction(SetFieldValueFunction.java:86)
	at com.innovalog.jmwe.plugins.functions.AbstractPreserveChangesPostFunction.execute(AbstractPreserveChangesPostFunction.java:126)

原因

The offending Post-function was placed above the Create Issue Transition in the Workflow, which results in an error preventing the issue from being created.

This problem was recently seen to occur after upgrading Jira Misc Workflow Extensions (JMWE) to version 8.4.0, where the app automatically swapped the order of post-functions. This was logged as a bug on their tracker under the ID JMWE-1937, and is planned to be fixed on the following versions.

The solution of this article is also valid if you are affected by the app upgrade.


ソリューション

As with all recommendations made by Atlassian Support, please follow best practices for Change Management and test and validate these settings in a Test/Development and Staging environment prior to rolling any changes into a Production environment. This is to validate these changes and ensure that they will function well within your infrastructure prior to placing these changes in production.

Detailed steps

  1. Find the workflow used by the affected projects, and edit it.
  2. Open the Create transition, and click on Post-Functions.
  3. Validate if the Post function was placed above 'Creates issue originally'.
  4. If so, move 'Creates issue originally' to the top of the list.
  5. Save and submit the changes.
  6. Test the issue creation again.

Go to Issues - Workflow - Locate the affected Workflow from the error above - Edit - Highlight the Create Transition - Post Functions - and move the Create transition to the top of the list

最終更新日 2023 年 8 月 3 日

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