Jira Service Management Customer notification rule is saving to the wrong rule

お困りですか?

アトラシアン コミュニティをご利用ください。

コミュニティに質問

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

問題

When you edit a notification rule in customer notifications, your changes are saved into some of the other rules as well.


In the following example, changing the Request created rule also changes the Public comment added rule:

  1. Go to Project settings > Customer notifications.
  2. Edit the Request created rule and update its content:
  3. Go back to rules, and edit the Public comment added rules. The same changes will be visible in this rule.


原因

This problem is caused by inconsistencies in the database, specifically the AO_C7F17E_LINGO_REVISION table and its LINGO_ID column. The data in the LINGO_ID column should be unique for each customer notification rule, but because of this inconsistency the IDs are duplicated, and your changes are saved to multiple rules. To investigate this problem further, you can have a look at additional tables that are used when you edit a notification:

  • AO_C7F17E_LINGO_REVISION
  • AO_C7F17E_LINGO_TRANSLATION
  • AO_C7F17E_LINGO

A known root cause for the duplicate IDs is the fact that the 3rd party add-on Project Configurator was used to import Jira Service Management projects from one instance to another. This add-on is impacted by a bug (linked below) which is known to create duplicate lingo IDs when importing projects:

回避策

To work around this problem, you can clean up the data in the database tables mentioned above, so the IDs are unique.

Make sure to backup your database before completing any of the following actions.

Determine which Customer notifications belong to the affected project.

ステップ 1

Run below SQL to find out which IDs from the AO_C7F17E_LINGO table are used by the affected project:

select "ID" from "AO_C7F17E_LINGO" 
	where "PROJECT_ID" = <AFFECTED_PROJ_ID>;

(info) Replace the <AFFECTED_PROJ_ID> with the affected project ID. You can figure out the ID of your Project using the steps from How to get project id from the Jira User Interface article.

ステップ 2

Run below SQL to find which IDs from the AO_C7F17E_LINGO_REVISION table belonging to the affected project:

select "ID" from "AO_C7F17E_LINGO_REVISION" 
	where "LINGO_ID" IN (1,2,3,4,5,6,7,8,9);

(info) Replace 1,2,3,... under IN with the IDs returned from Step 1.

Delete Customer notifications belonging to the affected project.

  1. Jira を停止します。
  2. Run below query one by one:

    delete from "AO_C7F17E_LINGO_TRANSLATION" 
    	where "LINGO_REVISION_ID" IN (166,167,168,169,170);

    (info) Replace 166,167,168,169,170,... under IN with the IDs returned from Step 2 from the section Determine which Customer notifications belong to the affected project.

    delete from "AO_C7F17E_LINGO_REVISION" 
    	where "LINGO_ID" IN (1,2,3,4,5,6,7,8,9);

    (info) Replace 1,2,3,... under IN with the ID return from Step 1 from the section Determine which Customer notifications belong to the affected project.

    delete from "AO_C7F17E_LINGO" 
    	where "PROJECT_ID" = <AFFECTED_PROJ_ID>;

    (info) Replace the <AFFECTED_PROJ_ID> with the affected project ID. You can figure out the ID of your Project using the steps from How to get project id from the Jira User Interface article.

  3. Jira を起動します。

  4. Go back to Affected Project > Project settings > Customer notification.
  5. Set back the Customer notification for all of the rules. Click Edit and put your customize notification.


説明 Customer notification rule is saving to the wrong rule
製品Jira Service Management

最終更新日 2023 年 5 月 30 日

この内容はお役に立ちましたか?

はい
いいえ
この記事についてのフィードバックを送信する
Powered by Confluence and Scroll Viewport.