Ticket URLs rediredcting to invalid paths for some users

[Jamie Speed]

We have an internally hosted instance of Jira 8.20, and a minority of users are unable to access tickets directly, that they can still work when they appear on boards. When they try and load the ticket by direct URL (or by clicking on a link to it in some other Jira page) they get redirected to an incorrect invalid path.

E.g. when they try to go to

• "https://jira.mydomain.com/browse/MYPROJECT-123"

They get redirected to

• "https://jira.mydomain.com/undefined/browse/MYPROJECT-123"

Which of course doesn't work, and produces a 404.

Unfortunately we have recently lost the vast majority of our Jira expertese due to staff leaving. Those of us remaining have no clue whatsoever why this might be happening.

Any advice is appreciated.

[Nic Brough -Adaptavist-]

This sounds like your base URL could be set wrong, can you check what that is first?  It can be found at Admin -> System -> General configuration

Given your URLs above, I suspect you've got it set to https://jira.mydomain.com/undefined and it should be set to https://jira.mydomain.com

If it is not that, then you'll need to be looking at the proxy servers you've got in front of Jira and removing the URL rewrite it is doing, or correcting the connector settings in the Tomcat your Jira is running in.

[Jamie Speed]

If the base URL was wrong, wouldn't it be affecting all users, rather than just a few?

[Nic Brough -Adaptavist-]

Indeed, I phrased the bit about the base url incorrectly, I was trying to say it is the usual cause of the symptoms you are seeing, but in this case, is not because, as you say, it's not affecting everyone.

That may also be the case for the Tomcat connector - that would affect all users, assuming that you only have one connector.

[Jamie Speed]

Some more information has now come to light.

At the top of the page source are a bunch of WRM._unparsedData[] lines inside a <script> tag

This line is the issue:

WRM._unparsedData["com.atlassian.jira.project-templates-plugin:project-templates-plugin-resources.ptAnalyticsData"]="{\"instanceCreatedDate\":\"2018-11-20\"}";

For the affected users, there is a rogue newline character before the last speech quote:

WRM._unparsedData["com.atlassian.jira.project-templates-plugin:project-templates-plugin-resources.ptAnalyticsData"]="{\"instanceCreatedDate\":\"2018-11-20\"}
";

That breaks the javascript for the page, which I assume is what causes the other JavaScript errors we see and I assume ultimately causes the URL to be broken.

And it's not computer or windows AD login level, either. I can log in just fine and it all works, if an affected user logs in to Jira using my computer/windows session, then it breaks. Two incognito browser tabs, one with my Jira login and working, one eith theirs and not working. So it is specifically related to their Jira user profile somehow.

What is extra strange, is this only happens to the affected users when they access via the load balancer e.g. "https://jira.mycompany.com". Not when they access a Jira node directly e.g. "https://jira.node01.mycompany.internaldns.com:12345" (we have 3 nodes)

Either something in the Jira Application itself, or somehow the load balancer is mangling this one line or causing Jira to mangle this one line? The load balancer must be aware of login sessiosn in order to ensure that a login session stays on one node.

Any further ideas? (I'm not knowledgeable enough to know if those earlier links from Vishwas are still relevant given this new info)

[Jamie Speed]

Thanks both, we are investigating these possibilities.

[Jon Kiddy]

Jamie, did you ever find a solution to this issue?

I'm experiencing the same problem. Thanks.

[Jamie Speed]

Our Wintel and Linux server people ended up building a whole new load balancer server. I'm afraid I don't know any more than that, sorry

[Vishwas]

Hey @Jamie Speed 

Can you check if proxy server is setup for the jira application, that might be causing this issue. Is it an apache or nginx proxy server ? Please work with IT Team on this.

I was going through other community posts there it was mentioned CSP header configuration, please check that at the server level.

Pulled out these 2 posts which can be helpful:

https://community.atlassian.com/t5/Confluence-questions/URL-mismatch-quot-undefined-quot-appended-to-correct-url/qaq-p/1318221

https://community.atlassian.com/t5/Confluence-questions/URL-Doesn-t-match-with-undefined/qaq-p/1167509

Regards,

Vishwas