Jira Software throws UI error when ranking issues on boards

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

Summary

During issue ranking at the Agile board you may get the following error in the browser (UI Error):

JIRA Software cannot execute the rank operation at this time. Other users may be ranking the issues that you are trying to rank. Please try again later

Screenshot:

(Auto-migrated image: description temporarily unavailable)

Solution

There could be some reasons for that, and the obvious one: JIRA running Rebalancing operation during that time, see related KB: Understand the LexoRank managment page in Jira server
If problem persist you need to enable additional DEBUG logging, collect and share logs with us.

Technical details

While doing ranking operation Issue ranking request has two limits

Total time limit for retry for whole method: 4000 ms
More specific timeout for rank lock: 1500 ms (it will retry until total limit exceeded)

If any of timeouts is expired, Issue ranking operation fails. This is caused by doing number of SQL calls to AO_60DB71_LEXORANK table under lock and some of them are slow.

Collecting additional data

Please enable logging set DEBUG for com.atlassian.greenhopper.service.lexorank and com.atlassian.greenhopper.manager.lexorank Steps on how to do this are as follows:

1. Navigate to Cog Icon > System > Logging and profiling
2. Click Configure logging level for another package.
3. Fill the form as follows:
  1. Package name:com.atlassian.greenhopper.service.lexorank.LexoRankOperation
  2. Logging Level:DEBUG
4. Repeat for Package name:com.atlassian.greenhopper.manager.lexorank

Retry the operation
Collect the logs (support.zip) and share with us.

Examples

Examples of expected logging and possible problems.

Logs coming from atlassian-greenhopper.log :

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2017-05-15 03:51:37,226 https-8443-exec-12 DEBUG admin 231x1024011x9 2h8zm5 1.1.1.1 /rest/agile/1.0/epic/1582851/rank [greenhopper.manager.lexorank.LexoRankDaoImpl]  LexoRank Query : SELECT FIELD_ID,ID,ISSUE_ID,LOCK_HASH,LOCK_TIME,RANK,TYPE FROM AO_60DB71_LEXORANK WHERE FIELD_ID = ? AND RANK <= ? ORDER BY RANK DESC LIMIT 2; params[15180, 0|i18v13:]
2017-05-15 03:51:42,614 https-8443-exec-12 DEBUG admin 231x1024011x9 2h8zm5 1.1.1.1 /rest/agile/1.0/epic/1582851/rank [greenhopper.manager.lexorank.LexoRankDaoImpl]  LexoRank Query : SELECT FIELD_ID,ID,ISSUE_ID,LOCK_HASH,LOCK_TIME,RANK,TYPE FROM AO_60DB71_LEXORANK WHERE FIELD_ID = ? AND RANK >= ? ORDER BY RANK ASC LIMIT 2; params[15180, 0|i18v1b:] 
2017-05-15 03:51:42,617 https-8443-exec-12 DEBUG admin 231x1024011x9 2h8zm5 1.1.1.1 /rest/agile/1.0/epic/1582851/rank [greenhopper.service.lexorank.LexoRankOperation] Save of rank row [LexoRankRow{id=3101388, fieldId=15180, issueId=1582851, lockHash='8284c06d-a7bf-4da9-ae34-77fe6685e51a', lockTime=1494845497223, bucket=0, rank='0|i18v17:', type=ISSUE_RANK_ROW}] failed, retrying rank operation

Examples of Slow SQL call. If it takes more then 1500 ms, rank operation will fail:

 SELECT FIELD_ID,ID,ISSUE_ID,LOCK_HASH,LOCK_TIME,RANK,TYPE FROM AO_60DB71_LEXORANK WHERE FIELD_ID = 15180 AND RANK <= '0|i18v53:' ORDER BY RANK DESC LIMIT 2;

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