Error every time I try to create a sub-task

[Gabriel Letourneau]

Hi guys, I get an error saying to check my connection every time I try to create a sub-task, anyone can help me here? Thx

[Andy Heinzer]

Hi @Gabriel Letourneau 

Sorry to hear about this problem. It seems very strange to me that the new issue view would be the cause here.  I would like our Cloud support team to investigate this further, if you agree.  I created a support case on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-472558

Regards,

Andy

[Manon Soubies-Camy]

Hi @Gabriel Letourneau

Looks like the issue is happening on the new issue view, can you check if it works when going back to the old classic view (go to Personal settings > Jira labs > Disable New issue view)?

Hope this helps,

- Manon

[Bryan Trummer - ReleaseTEAM]

@Gabriel Letourneau - Just out of curiosity are the users all using the same browser that are having this issue or different browsers? Have the users who this is not working for cleared cache/cookies and still running into this issue? Doubt that is the cause but figured I would ask/check.

[Tinker Fadoua]

Good point @Bryan Trummer - ReleaseTEAM 

[Scott Theus]

Hi @Gabriel Letourneau ,

Do you have field validator the workflow for the sub-task? There was a bug like this that was fixed for the Cloud version in March, you can check it out here:

 https://jira.atlassian.com/browse/JRACLOUD-71657

I'm not saying it's broken again, but it wouldn't hurt to compare it with your scenario.

-Scott

[Gabriel Letourneau]

We don't use validators. And the funny thing is that it only affect some users. Some get this error or are totally prevented from creating sub-tasks while others have no trouble at all creating one

[Gabriel Letourneau]

People with issues are all using the New View...after reverting they were all fine.

[Gabriel Letourneau]

I confirm that it is an issue that is only with the "New Issue View"..going back to the old view fixed it

[Tinker Fadoua]

Weird!!!! I am glad it worked however so confusing that some people didn't have any issue when other did.

[Gabriel Letourneau]

We all use Chrome on Windows or Mac and cache is regularly cleaned. User who don't have trouble creating sub-task can do it on both platforms. So it doesn't seem to be Windows or Mac related

[Gabriel Letourneau]

All the same groups on the same project (we only have 1 project)

[Tinker Fadoua]

Well I exhausted all my troubleshooting questions @Gabriel Letourneau  🙃

let me tag an Atlassian Support Engineer

@Andy Heinzeror @Daniel Eads  please help

[Gabriel Letourneau]

1) I cannot say for sure when was the last time it was working for the concerned users, but yes I am sure it was working before. Some users are still able to create sub-task without problems with exactly the same permissions too.

2) No changes were made to network or application recently. 

[Tinker Fadoua]

Thank you for the answers @Gabriel Letourneau ! Honestly this is a weird case!!!

Do the users belong to different groups? The ones having this issue are they having it across all the projects or one specific project?

Best,

Fadoua

[Gabriel Letourneau]

we are using Jira Cloud and we tried from the section shown in the screenshot above & the main menu.

[Tinker Fadoua]

@Gabriel Letourneau  two very important questions:

• Creating Sub-Tasks before was done without issues?
• Before this issue started, were any changes made to the network? Application?

Best,

Fadoua

[Gabriel Letourneau]

Does anyone have any other idea??

[Tinker Fadoua]

@Gabriel Letourneau  IS this JIRA Cloud or Server? If server what version?

Are you trying to create a Sub-Task from the menu?

Any recent changes to the environment? Was it working properly before?

Best,

Fadoua

[Scott Theus]

@Gabriel Letourneau That sounds like a permissions issue; if some users can create sub-tasks while others can;t there is probably something different in the user's access.  

My first thought is that the user that works has the ability to create issues and edit issues, while the user that gets the error is not able to edit issues. Since adding a sub-task to an issue both created the new sub-task issue and modifies the sub-task's parent issue the user will need both permissions. 

If that does not work then you'll need to compare the permissions for the users and the groups to see where they are different. 

-Scott

[Gabriel Letourneau]

Users affected have the same permissions as those who are not. And we also don't put any restrictions on who can create or edit an issue.

[Gabriel Letourneau]

We don't use validators. And the funny thing is that it only affect some users. Some get this error or are totally prevented from creating sub-tasks while others have no trouble at all creating one