Proforma - Form not showing in JIRA Software Issue

[Holger Bracker]

Since a server maintenance restart yesterday the established Proforma forms in 3 projects are exclusively showing up in the JIRA Service Management Portal when creating the issue. 

When opening an issue from the queue in JIRA Software (as an agent or member of the ServiceDesk Team), the form doesn't show even though the Title "Form" is visible.

No fields are hidden, no security level is defined.

Any ideas?

[John Funk]

Hi Holger,

Were the forms showing in the software project before the restart? Do they show in other Software projects?

[Holger Bracker]

Dear John,

I confirm that forms showed up before the restart and no, forms do not show up in the 3 projects in which forms are used. 

Most funny things is - and that's where I start struggling - if I go to the dashboard that I set up for those 3 projects containing the forms and if I then click on an issue showing up in the activity stream, the issue opens and the form is visible.

I don't find anything in the log (I use last log to visualize the log-file ).

Best,

[Holger Bracker]

Just to give some more details on when form shows up and when not:

--> opening the issue from the queue 

.../jira/projects/CMDPET/queues/custom/220/CMDPET-1135

doesn't show the form.

-------------------------------------------------------------------------

--> opening the issue from activity stream

.../jira/browse/CMDPET-1135

shows the form, but in a surprisingly different manner as it used to:

Well that is really weird.

[John Funk]

If you are really still on Server (and not Data Center) I would strongly suggest a migration. Then you could get support. And if it is already Data Center, then you should open a support ticket with Atlassian. 

[Erika]

We are having the same issue, but we have Data Center.

Indeed, if we open the issue from the queue, the Form is not shown. If opening the issue by browsing, the Form is shown.

Any ideas on how to solve it?

Thanks

[Holger Bracker]

@John Funk

We're on Data Center, not Server.

@Erika : Which version are you running? I figured out that a Jira update (to 9.12.18) did the job for us. 

Best,

Holger

[Erika]

We are using Jira Service Management Data Center v9.15.2.

[Holger Bracker]

v9.15.2 release date is May 2024, I'd recommend to check if an update is possible (you will need to check plugin-support for other releases).

Hope this helps.

Good luck!