Troubleshooting Information

In-app troubleshooting information

When raising a problem with our support team, we can use troubleshooting information generated in-app to get a quick overview of how the app is configured and integrating with Jira.

Easy Agile TeamRhythm, Easy Agile Programs and Easy Agile Roadmaps include this Help section.

Clicking on the Info icon in the top right of this shows the following Support information. Copy and paste this to share it with our support team!

This is a JSON-formatted representation of configuration options and statistics that helps us get a quick overview of how the app is working on this page. Understanding the context of your problem with this information helps us help you faster.

Additional help - Javascript Console

Here’s how to get a copy of your Javascript console if requested.

Chrome

Right click and navigate to ‘Inspect’

Select the Console tab.

Right-click on the console and select 'Save as...'. Save the file and then attach it to the support request.

Firefox

Open 'Web Console' from under 'Web Developer'

Then right-click on the console and select 'Export visible messages to' then select 'File'

Obtaining a HAR file

For some support requests we may ask you to send our support team a HAR file.

HAR files are a log of all the data used to display the current page. They can be invaluable for diagnosing an issue but they contain sensitive information. Depending on the page this may include the content of displayed Jira issues and your browser cookies which could allow someone with access to the HAR file to impersonate you.

Easy Agile delete all copies of HAR files received from customers once they've been analysed. If you're unable to send us a HAR file we can alternatively schedule a time with the development team to diagnose an issue remotely over a screen sharing session.

Instructions for generating a HAR file can be found here.

Collecting Jira Data Center / Server Log Files

Sometimes we’ll need to analyse log files from your Jira site to diagnose issues with Easy Agile apps.

A user with Jira Administrator permission can find and make copies of these log files.

1. In Jira’s global settings, navigate to the “System” tab and then the “Logging and profiling” page:

   

2. Under “Default Loggers”, click “Configure logging level for another package.”

   

3. In the dialog enter the “Package name” for your Easy Agile app (see table below) and set the logging level to “DEBUG”.

   

4. Navigating back to the Easy Agile app, perform the actions that trigger your error.

5. Locate the Jira log file. This is typically atlassian-jira.log, located in your Jira server home directory. (Please note: if the Jira home directory is not configured, then the logs will be placed into the current working directory instead).

6. Please remove any unrelated or sensitive information from the log before sending it back to us.

The Easy Agile team will typically be looking for:

• Logs in the “Package name” namespace (eg. logs beginning with “com.kretar.jira.plugin.user-story-map”) OR

• Logs from Jira itself that are associated with the REST API calls the app makes when fetching data from Jira (eg. logs beginning with “/rest/api/latest/”)

Clearing your browser cache 

Chrome 

1. On your computer, open Chrome.

2. At the top right, click More .

3. Click More tools  Clear browsing data.

4. At the top, choose a time range. To delete everything, select All time.

5. Next to "Cookies and other site data" and "Cached images and files," check the boxes.

6. Click Clear data.

Chrome documentation here. 

Firefox

1. Click the menu button and select Preferences 

2. Select the Privacy & Security panel

3. In the Cookies and Site Data section, click Clear Data 

4. Remove the check mark in front of Cookies and Site Data

5. With Cached Web Content check marked, click the Clear button

6. Close the about:preferences page. Any changes you've made will automatically be saved

Firefox documentation here. 

Safari 

1. Select the first item Safari in the main menu and from the drop-down the item Preferences...

2. A popup opens. Click on the tab Advanced

3. Check the option Show Develop menu in menu bar at the bottom. Now you should see a new menu item in the main menu named Develop

4. If you click on the menu item Develop you can select Empty Caches from the submenu items

5. Reload the site

Safari documentation here.