I created some requests, but they don’t appear in the servicedesk page, why?
This is working but is only showing the ‘correct’ requests.
How to setup a correct request:
Choose a correct type that needs approval like ‘Computers > New mobile device’
In ‘Who is your manager?’ select the user you are using to check approvals.
Create the request
Go to either approvals (/servicedesk/customer/user/approvals) or requests (servicedesk/customer/user/requests)
Make sure that you either created the request through the servicedesk, or within the main JSM page when you explicitly have a Request type on the sidebar in Jira portal for each of the open requests that you need to render in requests.
The request now appears under approvals page with the columns configuration that is set. EG:
I have an incidende that is confirmed to be related to Ultimate Customizer back-end, what information do the support team need?
we would like you to send us the Atlassian log file so we can understand what went wrong.
To set the log level:
Go to Jira → System → Logging and profiling
Under default loggers, select “Configure logging level for another package”.
Under package name, put: com.prontop
Select logging level DEBUG.
To export the log file:
Go to Jira → System → Troubleshooting and support tools.
Click customize zip → unselect all except: “Tomcat Logs” & “Jira application logs”.
Now download zip, and attach it to this ticket.
I have an incidende that is confirmed to be related to Ultimate Customizer front-end, what information do the support team need?
We would need a HAR file for that purpose with the cleared network requests until you could reproduce the problem completely
Generating a HAR file in Google Chrome™:
Open Google Chrome™
Browse to the target page
In the Google Chrome™ menu (⋮) at the upper right, click More tools > Developer Tools
A window opens (in this window you can find tabs named like: Elements, Console, Network, Performance,...)
Open the Network tab
Press the Preserve log, in the menu under Network
Reproduce the problem as requested by the Support team
As soon as the problem is reproduced, results show up in the table with some columns (Name, Method, Status,...). Click with the right-button of the mouse over any of those results
In the opened menu, click Save all as HAR with Content
A window opens requesting a location to save the file
Send the file to the Support team for analysis
Generating a HAR file in Firefox™:
Open Firefox™
Browse to the target page
In the Firefox ™(≡) at the upper right, go to Web Developer > Network
A window opens (in this window you can find tabs named like: Inspector, Console, Debugger, Network Style Editor,...)
The Network tab is selected
In the menu under Network, on the right side, click the gear with the name Network Settings > Persist logs
Reproduce the problem as requested by the Support team
As soon as the problem is reproduced, results show up in the table with some columns (Name, Method, Status,...). Click with the right-button of the mouse over any of those results
In the opened menu, click the Save all as HAR option
A window opens requesting a location to save the file
Send the file to the Support team for analysis
Generating a HAR file in Microsoft Edge:
Open Microsoft Edge
Browse to the target page
In the Microsoft Edge menu (...), go to More tools > Developer Tools
A window opens (in this window you can find tabs named like: Elements, Console, Debugger, Network, Performance,...)
Open the Network tab
Deactivate Clear entries on navigate by pressing the eighth button (from left to right)
Reproduce the problem as requested by the Support team
Click Export as HAR (third button from left to right)
A window opens requesting a location to save the file
Send the file to the Support team for analysis
Generating a HAR file in Internet Explorer:
Open Internet Explorer
Browse to the target page
In the Internet Explorer menu (⚙), click the Developer Tools option
A window opens (in this window you can find tabs named like: F12, DOM Explorer, Console, Debugger, Network,...)
Open the Network tab
Deactivate Clear entries on navigate by pressing the eighth button (from left to right)
Reproduce the problem as requested by the Support team
Click Export as HAR (third button from left to right)
A window opens requesting a location to save the file
Send the file to the Support team for analysis
Thanks IBM for the detailed guide on HAR files generation.
I accidentally deleted the login screen view, how can I log back in to the service?
If the login screen view is deleted and saved with Module based design and that administrator user logs out, the servicedesk is unaccesible unless it is enabled again. One could see it back if writing in the web browser console the following:
document.getElementById("content").style.display = "block";
I cannot access Permissions or Documentation page on Chrome
Using browser extensions, such as LastPass fo Google Chrome, may overwrite external links such as Permissions and Documentation, please consider temporarily disabling the extension not to overwrite your Browser from opening plain URL links.