Issue Collector fails with "Oops! something went wrong" error
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. 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.
*Except Fisheye and Crucible
Symptoms
When submitting a ticket through an issue collector form, the following error message appears, and the ticket is not created.
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Oops! Something went wrong...
There was a problem submitting your feedback, likely due to the configuration of this form. You might want to contact the site owner to let them know about this issue.Cause
The Oops error is a general error that can be thrown in different circumstances. There are a few known reproducible cases that can generate this error at this time.
JIRA User has no access
The following error is added to the application log:
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/rest/collectors/1.0/template/form/bae3f051 [c.a.j.c.plugin.rest.TemplateResource] Detected errors in collector 'Test issue collector' (id: bae3f051, project SCRUM): [Sorry, you can't create any issues right now, as you need to have access to a Jira application to be able to create issues. To gain application access you need to be a member of a group assigned to an application.]XSRF errors
XSRF checks were added to the endpoint /rest/collectors/1.0/template/custom as part of the fix forJRASERVER-73068 - Reflected XSS via /rest/collectors/1.0/template/custom - CVE-2021-43942.
You will get these errors in the atlassian-jira.log
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/rest/collectors/1.0/template/custom/0b2cb006 [c.a.p.r.c.security.jersey.XsrfResourceFilter] XSRF checks failed for request: ../rest/collectors/1.0/template/custom/0b2cb006 , origin: https://localhost:8080 , referrer: https://localhost:8080/rest/collectors/1.0/template/form/0b2cb006Third party plugin
The first can occur with a third party plugin installed. The examples in the below stack trace are class reference errors thrown when attempting to execute post-function steps after creating an issue.
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2013-11-21 10:48:48,238 http-bio-9526-exec-17 ERROR feedback 648x328x1 r07n6z 172.22.3.166 /rest/collectors/1.0/template/custom/5380ccf8 [onresolve.jira.groovy.GroovyFunctionPlugin] Error executing post-function
java.io.FileNotFoundException: /opt/jira/bin/groovy/testScript.groovy (No such file or directory)
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2013-11-21 10:48:51,691 http-bio-9526-exec-17 ERROR feedback 648x328x1 r07n6z 172.22.3.166 /rest/collectors/1.0/template/custom/5380ccf8 [atlassian.jira.workflow.DefaultOSWorkflowConfigurator] Could not load class 'com.metainf.jira.plugin.emailissue.workflow.EmailThisIssuePostFunction'
java.lang.ClassNotFoundException: com.metainf.jira.plugin.emailissue.workflow.EmailThisIssuePostFunctionMissing required field
The below error occurs when submitting a form that is missing a field marked as required on the Field Configuration screen. The error will list the missing field as seen below.
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2013-10-18 15:11:41,024 http-bio-9610-exec-8 ERROR admin 911x4581x1 1io5v0c 0:0:0:0:0:0:0:1%0 /rest/collectors/1.0/template/custom/ded93db8 [collector.plugin.rest.TemplateResource] Detected missing fields in collector 'Test Project Collector' (id: ded93db8, project: TEST): [customfield_10200]This bug is being tracked here: JRASERVER-30316 - Issue Collector Error - Required fields not present in collector.
Issue create permissions
If the issue collector is configured:
with a default reporter, and
to try to match the user's email
The problem will occur if either the issue creator (whether it is the submitter of the issue collector of the default reporter) doesn't have permissions to create issues in the project.
Jira is behind SSO
When an anonymous user, or a user who does not have a currently active session, attempts to use an Issue Collector to submit an issue for a Jira instance behind SSO, the issue collector will not render any fields besides Name and Email. Attempting to submit the issue even with these fields filled in will result in an error, and the issue will not be created. This is because one of the REST API calls that the Issue Collector makes will result in an HTTP 302 authentication call to SSO.
This is a known limitation for the Issue Collector plugin, and has been tracked at JRASERVER-60520 - Issue Collector not rendering correctly When JIRA is behind an SSO.
Resolution
JIRA User has no access
Follow the workaround in the bug JRASERVER-73030 - Submitting an issue through an issue collector with attempt to match submitter email address enabled may fail if the user exists on Jira without any application access
XSRF errors
Follow the workaround in the bug JRASERVER-73212 - Submitting an issue collector on a non-same origin site results in HTTP 404
Third party plugin
Check the Application logs for any errors with classes supplied by third party plugins
Check the post function of the workflow to see if any steps need to modified
Keep the plugin updated, and if necessary raise a ticket with the plugin vendor which can be found on https://marketplace.atlassian.com/
Missing required field
Check if you have included the missing field in the Issue Collector form.
Use Field permission helper to check the field in the Issue Type that is associated with the issue collector. You can manually create the issue from Jira create issue button to validate the field.
Navigate to edit the issue collector form, which should automatically add the newly required field, and then select update at the bottom of the screen.
Issue create permissions
Grant permissions to create issues to the default reporter.
If you expect logged in users to submit issues via the issue collector, they should be able to create issues as well.
For further information or help with issue collectors please have a look at Issue Collector troubleshooting guide. There is also an improvement request to add more detail to the Oops error. Please vote and watch the ticket here: JRASERVER-35214 - Issue Collector Oops Error Improvement
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