issue in creating jira ticket- dashboard says its pending for creation

[abhay2086]

Hi, Connection to jira is succesfful but for alert action the jira ticket is not able to create and is pending for creation.

Anywhere we can deep dive on this or how to resolve?

[guilhemmarchand]

Hi @abhay2086

• The UI shows the backend logs clearly, this is just bellow the single forms...
• The UI also provides shortcuts accss to the logs in the navigation bar
• If this is not enough: https://ta-jira-service-desk-simple-addon.readthedocs.io/en/latest/troubleshoot.html#add-on-logs-for-first-rest-call-attempts

Everything you need is the logs which the app gives you clear and easy access in different ways, look for the JIRA response in a single transaction and you will know

[abhay2086]

2023-06-21 19:15:54,251 INFO pid=1 tid=MainThread file=cim_actions.py:message:292 | sendmodaction - signature="Alert action jira_service_desk started." action_name="jira_service_desk" search_name="Windows Brute Force Alert Clone" sid="rt_scheduler_c2hhaWtoLjQwOTNAdGVsZXBlcmZvcm1hbmNlZGlicy5jb20searchRMD5db499db33d9dba7f_at_1687374502_45125" rid="0.372" app="search" action_mode="saved" action_status="success" 2023-06-21 19:15:54,299 INFO pid=1 tid=MainThread file=cim_actions.py:message:292 | sendmodaction - signature="JIRA Service Desk is running in passthrough mode, the ticket data was stored in the replay KVstore with uuid: 0b044926-1068-11ee-9418-0268d8b1a41d" action_name="jira_service_desk" search_name="Windows Brute Force Alert Clone" sid="rt_scheduler_c2hhaWtoLjQwOTNAdGVsZXBlcmZvcm1hbmNlZGlicy5jb20searchRMD5db499db33d9dba7f_at_1687374502_45125" rid="1.369" app="search" action_mode="saved" action_status="success"

2023-06-21 19:15:54,452 INFO pid=1 tid=MainThread file=cim_actions.py:message:292 | sendmodaction - signature="passthrough_mode: Jira passthrough mode is enabled, this instance will not attempt to contact Jira, issues will be written to the replay KVstore." action_name="jira_service_desk" search_name="Windows Brute Force Alert Clone" sid="rt_scheduler_c2hhaWtoLjQwOTNAdGVsZXBlcmZvcm1hbmNlZGlicy5jb20searchRMD5db499db33d9dba7f_at_1687374502_45125" rid="0.371" app="search" " action_mode="saved" action_status="success" 2023-06-21 19:15:54,598 INFO pid=1 tid=MainThread file=setup_util.py:log_info:142 | Proxy is not enabled! 2023-06-21 19:15:54,599 INFO pid=1 tid=MainThread file=cim_actions.py:message:292 | sendmodaction - signature="jira_customfields_parsing=enabled" action_name="jira_service_desk" search_name="Windows Brute Force Alert Clone" sid="rt_scheduler_c2hhaWtoLjQwOTNAdGVsZXBlcmZvcm1hbmNlZGlicy5jb20searchRMD5db499db33d9dba7f_at_1687374502_45125" rid="0.371" app="search" " action_mode="saved" action_status="success" 2023-06-21 19:15:54,692 INFO pid=1 tid=MainThread file=cim_actions.py:message:292 | sendmodaction - signature="JIRA Service Desk is running in passthrough mode, the ticket data was stored in the replay KVstore with uuid: 0b3f539a-1068-11ee-a0bf-0268d8b1a41d" action_name="jira_service_desk" search_name="Windows Brute Force Alert Clone" sid="rt_scheduler_c2hhaWtoLjQwOTNAdGVsZXBlcmZvcm1hbmNlZGlicy5jb20searchRMD5db499db33d9dba7f_at_1687374502_45125" rid="0.371" app="search" action_mode="saved" action_status="success" 2023-06-21 19:15:54,693 INFO pid=1 tid=MainThread file=cim_actions.py:message:292 | sendmodaction - signature="jira_customfields_parsing=enabled" action_name="jira_service_desk" search_name="Windows Brute Force Alert Clone" sid="rt_scheduler_c2hhaWtoLjQwOTNAdGVsZXBlcmZvcm1hbmNlZGlicy5jb20searchRMD5db499db33d9dba7f_at_1687374502_45125" rid="1.371" app="search" " action_mode="saved" action_status="success" 2023-06-21 19:15:54,782 INFO pid=1 tid=MainThread file=cim_actions.py:message:292 | sendmodaction - signature="JIRA Service Desk is running in passthrough mode, the ticket data was stored in the replay KVstore with uuid: 0b4e1038-1068-11ee-a0bf-0268d8b1a41d" action_name="jira_service_desk" search_name="Windows Brute Force Alert Clone" sid="rt_scheduler_c2hhaWtoLjQwOTNAdGVsZXBlcmZvcm1hbmNlZGlicy5jb20searchRMD5db499db33d9dba7f_at_1687374502_45125" rid="1.371" app="search" " action_mode="saved" action_status="success"

2023-06-21 19:15:54,846 INFO pid=1 tid=MainThread file=cim_actions.py:message:292 | sendmodaction - signature="passthrough_mode: Jira passthrough mode is enabled, this instance will not attempt to contact Jira, issues will be written to the replay KVstore." action_name="jira_service_desk" search_name="Windows Brute Force Alert Clone" sid="rt_scheduler_c2hhaWtoLjQwOTNAdGVsZXBlcmZvcm1hbmNlZGlicy5jb20searchRMD5db499db33d9dba7f_at_1687374502_45125" rid="0.372" app="search" " action_mode="saved" action_status="success" 2023-06-21 19:15:54,992 INFO pid=1 tid=MainThread file=setup_util.py:log_info:142 | Proxy is not enabled! 2023-06-21 19:15:54,993 INFO pid=1 tid=MainThread file=cim_actions.py:message:292 | sendmodaction - signature="jira_customfields_parsing=enabled" action_name="jira_service_desk" search_name="Windows Brute Force Alert Clone" sid="rt_scheduler_c2hhaWtoLjQwOTNAdGVsZXBlcmZvcm1hbmNlZGlicy5jb20searchRMD5db499db33d9dba7f_at_1687374502_45125" rid="0.372" app="search" action_mode="saved" action_status="success" 2023-06-21 19:15:55,052 INFO pid=1 tid=MainThread file=cim_actions.py:message:292 | sendmodaction - signature="JIRA Service Desk is running in passthrough mode, the ticket data was stored in the replay KVstore with uuid: 0b7971d8-1068-11ee-ab0c-0268d8b1a41d" action_name="jira_service_desk" search_name="Windows Brute Force Alert Clone" sid="rt_scheduler_c2hhaWtoLjQwOTNAdGVsZXBlcmZvcm1hbmNlZGlicy5jb20searchRMD5db499db33d9dba7f_at_1687374502_45125" rid="0.372" app="search" " action_mode="saved" action_status="success" 2023-06-21 19:15:55,053 INFO pid=1 tid=MainThread file=cim_actions.py:message:292 | sendmodaction - signature="jira_customfields_parsing=enabled" action_name="jira_service_desk" search_name="Windows Brute Force Alert Clone" sid="rt_scheduler_c2hhaWtoLjQwOTNAdGVsZXBlcmZvcm1hbmNlZGlicy5jb20searchRMD5db499db33d9dba7f_at_1687374502_45125" rid="1.372" app="search"" action_mode="saved" action_status="success" 2023-06-21 19:15:55,141 INFO pid=1 tid=MainThread file=cim_actions.py:message:292 | sendmodaction - signature="JIRA Service Desk is running in passthrough mode, the ticket data was stored in the replay KVstore with uuid: 0b849efa-1068-11ee-ab0c-0268d8b1a41d" action_name="jira_service_desk" search_name="Windows Brute Force Alert Clone" sid="rt_scheduler_c2hhaWtoLjQwOTNAdGVsZXBlcmZvcm1hbmNlZGlicy5jb20searchRMD5db499db33d9dba7f_at_1687374502_45125" rid="1.372" app="search" " action_mode="saved" action_status="success"

[abhay2086]

These are the raw logs , i can found but no errors i can relate. Could you please help to find the solution

[abhay2086]

These are the raw logs , i can found but no errors i can relate. Could you please help to find the solution

[guilhemmarchand]

Well it's in front of you:

signature="passthrough_mode: Jira passthrough mode is enabled, this instance will not attempt to contact Jira, issues will be written to the replay KVstore."

You have enabled the passthrough mode: https://ta-jira-service-desk-simple-addon.readthedocs.io/en/latest/configuration.html#distributed-setup-passthrough-mode

Maybe a mistake of yours?