Issue After Migrating Jira to Data Center – Unable to Interact with Issues

[John Ken]

Hi Team,

Previously, we deployed Jira on Azure and everything worked fine. However, a few days ago, we decided to migrate Jira to our on-premises Data Center, and we’ve encountered an issue:

All users can access projects normally and can view issues using filters. However, they are unable to interact with issues (e.g., select, edit, or transition them). The issue screen appears dimmed and unresponsive.

Environment:

• Jira Software version: 8.7.1

• Operating System: Oracle Linux 8

• Java version: 1.8

Actions Taken:

• We preserved all settings during the migration (projects, roles, permissions, etc.) — nothing was changed.

• We reviewed the following log files: atlassian-jira.log and catalina.out. No relevant error messages were found.

• We granted all roles and permissions to a test user within a project, but the user still cannot perform any actions beyond viewing issues.

We would greatly appreciate any insights or suggestions you may have to help resolve this issue.

Thank you!

[John Ken]

Sorry Team,

I’d like to provide an updated explanation regarding the root cause.

It turns out the issue was not related to the Server ID. After enabling network capture in the browser, we discovered HTTPS-related errors (see image below for reference).

We then made some configuration adjustments to Tomcat and Nginx:

Tomcat Configuration:

<Connector port="8080"
relaxedPathChars="[]|"
relaxedQueryChars="[]|{}^&#x5c;&#x60;&quot;&lt;&gt;"
maxThreads="150"
minSpareThreads="25"
connectionTimeout="20000"
enableLookups="false"
maxHttpHeaderSize="8192"
protocol="HTTP/1.1"
useBodyEncodingForURI="true"
redirectPort="8443"
acceptCount="100"
disableUploadTimeout="true"
bindOnInit="false"
proxyName="your domain"
proxyPort="443"
scheme="https"
secure="true"/>
Nginx Configuration:

NGINX
proxy_set_header X-Forwarded-Ssl on;
proxy_redirect off;

After these changes, all Jira features are now functioning correctly.

Thank you all once again for your support and collaboration!

[John Ken]

Dear Team,

We’ve identified the root cause of the issue.
The problem was related to the Server ID parameter under System → System Info. It appears that maybe Jira encountered a conflict between the two environments (Azure and the on-premises server).

After we updated the Server ID (using any string of the same length) and re-built the index, the issue was resolved.

Thank you all for your enthusiastic support!

[Matt Doar _Adaptavist_]

That's interesting. And a bit annoying

[Brant Schroeder]

@John Ken welcome to the Atlassian community

Do you have an active license on that instance?  It sounds like that is the issue?

[John Ken]

Thank you for your quick reply.

We are currently using a commercial license.
Could you please confirm whether we need to obtain a new license key after changing the server?

Thank you again for your support.

[Aron Gombas _Midori_]

@John Ken To me the symptoms look like an "invalid/expired license" problem.

The license has an identifier in the format ABCD-ABCD-ABCD-ABCD. I could imagine that the migration changed this... (e.g. if it depends on the physical machine that hosts Jira).

If it changed, then the old license (tied to the old ID) will not work on the new server, and as a consequence Jira will turn to "read only" mode.

[John Ken]

Thank you, Aron.

According to information from the Atlassian team, there should be no issues with Jira when changing servers:
Atlassian Community Reference

In our case, we performed a server migration, not a fresh installation.

Additionally, we tested applying an invalid license key, and Jira immediately flagged it and blocked the action. Based on this behavior, I believe our current license is still valid.

Please let me know if you think we should verify anything else.

[Piyush Annadate _ACE Pune_]

Hello @Brant Schroeder ,
What does PERMISSION INSPECTION says? Try checking for a affected user and issue wherein they are unable to EDIT? 
Also, could be license issue or it is expired or so?

[John Ken]

Thank you, Piyush.

I’ve checked the Jira license, and everything appears to be in order.
Could you please provide more details about your suggestion?

Besides, we’ve already tried assigning all project roles to a user, but that user is still only able to view the issue list and cannot interact with Issues.

Your further guidance would be greatly appreciated.

[Piyush Annadate _ACE Pune_]

Try as:
Project -> Settings -> Permission -> Permission Helper -> Select any issue of that project -> Affect user and submit
Let us know the result of that.

[John Ken]

Hi Piyush,

I'm not sure if I followed your instructions correctly.
Here is the result I got—could you please take a look and let me know if I missed anything?

Thank you!

[Piyush Annadate _ACE Pune_]

Thanks for the info. So though it is saying that edit permission is available; can you check browse permission as well?

Also, visit your workflow for the project -> Edit workflow -> Click on the status (in progress) -> Properties -> let me know any properties added to it.  

Just to confirm - that's for all users having this issue?

Able to create ?
All not able to edit?
Can add comment?
Transition the issue?

Also, try making an update to issue via REST API - and let us know the result !

[Piyush Annadate _ACE Pune_]

@John Ken  ^^^

[John Ken]

Thank you Piyush,

We found the root cause, issue was fixed