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Internal Server Error

Owned by Rina Nir _RadBee
Last updated: Jul 12, 2021 by Bonnie Roskes (Unlicensed)

Symptoms

When attempting to take a new snapshot, you get an error message indicating that the snapshot cannot be taken due to an internal server error. A snapshot is not taken, and a new page version is not triggered.

Solution

The internal server error frequently comes after Jira returns an error for the data request. Follow these steps to troubleshoot:

  1. With the help of your admin, find out which user has permission to access Jira and retrieve the snapshot. This is important because this user may have different view permissions than you when accessing Jira.

  2. Verify that the user who is configured for access can perform an advanced search in Jira, using the exact JQL clause configured in your snapshot. If this user gets an error when performing the advanced search, possible reasons are:

    1. The JQL clause has an error.

    2. The user has access restrictions that caused the JQL to fail. For example: the JQL clause has no errors, but the user has no access to the project referenced in the JQL.

    3. If the snapshot used to work but doesn’t work now, this may be due to changes in the Jira configuration, such as a change in custom field.

  3. The JQL verification needs to be done for each of the levels configured in your macro. For Levels 2 and above, which have dependencies on previous levels, try replacing the dependency with real data. For example: replace “$key” with “SPACE-334” (or whatever is relevant for your data), to check that at least the syntax is correct.