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Symptoms

When attempting to take a new snapshot, an error message indicated that the snapshot cannot be taken because an internal . A snapshot is not taken and a new page version is not triggered.

How to solve this?

Internal server error is frequently arising from Jira returning an error for the request for data. Follow these steps to troubleshoot:

  1. Find out (with the help of your admin) which user is configured to perform the access to Jira and the retrieval of the snapshot. This is important because this user may have different view permissions than what you have when you access Jira.

  2. Verify that the user who is configured for access, can, in Jira, perform advanced search using exactly the JQL clause that is configured in your snapshot. If performing the advanced search in Jira with that user returns an error, this might be because:

    1. The JQL has an error

    2. The user has access restrictions that cause the JQL to fail (for example- they have no access to a project that is mentioned in a well-formed JQL)

    3. If the snapshot used to work but now stopped, this might be because of changes in Jira configuration. For example- a change in custom field.

  3. The verification of JQL needs to be done for each of the levels that is configured in your macro. For Levels 2 and above, where you use a dependence on previous levels, replace real data instead of the dependence: ie, replace $key with SPACE-334 (or whatever is suitable for your data), to check that at least the sytax is correct.

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