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Troubleshooting

This section contains information on how to troubleshoot potential errors in your setup.

E-mail notifications

The integration can be setup to send e-mail notifications about errors. Details about the settings file can be found here: Settings file

All integration configuration errors are sent to the Administrator e-mail address specified in the settings file.

When an error is reported on the user level (say a rejected update) the integration will check for the e-mail address of the user responsible for the edit and notify them. The integration first looks for an e-mail address on the Hansoft side. If none can be found there it checks the linked user on the JIRA side for an e-mail address. If the integration is not enabled for the responsible user the e-mail will instead be sent to the Administrator e-mail address specified in the settings file.

 

JIRA integration status dialogue

The integration adds a status tool for finding any syncing errors between Hansoft and JIRA to any project in which the integration is active. To access the status dialogue right-click any item and choose Show JIRA Integration status dialogue:

 

The status dialogue will display any current errors that are preventing syncing, as well as informing you about current syncing tasks. Two options exists, "Auto refresh", which will continuously update the status dialogue and "Enable Stack Trace Dumps" which will write out a full thread dump from the integration when it is enabled. Note that if the "Auto refresh" option is enabled the "Enable stack trace dump" option will continuously generate new trace dumps:

Database connection pool size

To prevent deadlock scenarios when the Hansoft integration is synchronizing issues, we recommend increasing the database connection pool size to at least 32.

This tool can be used if you do not want to manually edit the JIRA settings file: JIRA configuration tool

JIRA hosted on Linux - number of open files

When hosting JIRA on a Linux server the Java virtual machine might run out of file handles. Typically the limit is set to 2048 files per process and if this limit is reached the integration will start reporting exceptions when syncing issues.

This article from Atlassian describes how these variables can be modified to allow for more open files: Num open files

Examining the integration logs

The log files for the integration are found in the integration install directory under /Log/. Whenever you are troubleshooting your setup it is recommended to first check the log files for any reported errors.

Could not connect to notification host

This error is displayed when the Hansoft integration plugin, on the JIRA side, is making a call back to the host server, which is running the JIRA integration, and the connection request is denied. Make sure that a connection between your JIRA server and the server running the Hansoft JIRA integration is allowed through your network to resolve these types of errors.

Enabling JIRA logging

When the integration has been installed you have the option to enable Hansoft integration logging. Add the following lines to the “atlassian-jira\WEB-INF\classes\log4j.properties” file. The JIRA service must then be restarted for the changes to take effect.

 
---------------------------------------------------------------------------------------------------
############################################################
# Hansoft JIRA integration LOGGING LEVELS
# Writing INFO or DEBUG sets the level of detail in logging
############################################################
 
log4j.logger.se.hansoft = INFO, console, filelog
log4j.additivity.se.hansoft = false
----------------------------------------------------------------------------------------------------

 

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