missing notifications

[DataCenter Stokrotka]

Hello.

1. The listener synchronizes the comments with the service account (has all permissions) from project X to Z
2. User A is authorized to projects X and Z
3. User B is only authorized to project X.
4. A comment added by user A in project X triggers customer notifications to the reporter in project Z.
5. The comment added by user B in project X does not trigger a notification in project Z.

It seems that despite providing a service account to operate the Listener, the authorization is performed by the operating user.
Jira's support referred us to the seller.

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[Yury Oboz]

I see you created listener to sync issues from “MSD“ project to linked issues. You will need create second listener for sync from other project to MSD or add second project to source projects

[DataCenter Stokrotka]

Hello
Why create a second listener? in this case MSD is source project, (X project) and target is Z, via linked issues.

[Yury Oboz]

Sorry, I misunderstood the problem.

I tried to reproduce this case - but I got all the notifications.

What version of Jira and jira-sync-fields app?

Author of synced comment in project Z is “SERVICE USER“?

Can you try add comment in project Z from “SERVICE USER“ directly? Notifications will be sended?

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[DataCenter Stokrotka]

Jira Service Deskl 4.13.8
Jira Software 8.13.8
Jira Core 8.13.8
Sync Fields 8.0.5
Author of synced comment in project Z is “SERVICE USER“? - Yes, in both examples from issue description (point 2 and point 3)
Can you try add comment in project Z from “SERVICE USER“ directly? - No - for security reasons as service account, nobody can log in into.

[Yury Oboz]

I setup Jira 8.13.8 with jira-sync-field-8.0.5

• created 2 project XP and ZP
• user A, B, C and “sync“ added to project XP
• user A, C and “sync“ added to ZP project
• created link between XP-1 and ZP-1
• user "sync" added to watchers in XP-1 and ZP-1

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User “B“ do not have access to project ZP. I create comment from “B“ in XP-1 and received email from “sync“ user like “Sync user commeted ZP-1“

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4. A comment added by user A in project X triggers customer notifications to the reporter in project Z.

Do customers receive notifications from "SERVICE USER"?

[DataCenter Stokrotka]

If the comment is not related to the "resolution" of the report, the notification does not even attempt to be sent. Project settings (XP) → Customer notifications → Public comment added → Audit log.
There are entries with success - in case comment with change status/resolution - customers does receive notifications from SERVICE USER in this case
There are entries with not executed - in case comment is not public (internal)
There is no entry related with missing notifications

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[DataCenter Stokrotka]

We have similar - dev instance. There working well - so we need some tips how to debug listener itself, or how listener sending “trigger” for notifications

[Yury Oboz]

Listener don’t call trigger directly. For create comment uses this method: https://docs.atlassian.com/software/jira/docs/api/8.20.0/com/atlassian/jira/issue/comments/CommentManager.html#create-com.atlassian.jira.issue.Issue-com.atlassian.jira.user.ApplicationUser-java.lang.String-java.lang.String-java.lang.Long-java.util.Date-java.util.Map-boolean-

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Code fragment:

Comment m = commentManager.create(targetIssue, syncUser, comment, null, null, new Date(), properties, config.isCommentEvent());

config.isCommentEvent() - “Call listener on comment sync“ checkbox from settings

from jira docs:

dispatchEvent - if true then an event of type EventType.ISSUE_COMMENTED_ID will be dispatched and any notifications listening for that event will be triggered. If false no event will be dispatched.

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[DataCenter Stokrotka]

Hello
Where should I look for information whether the event is actually triggered when the listner is executed?

[Yury Oboz]

The event is fired if a comment has been created. Jira call this event automatically.

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[DataCenter Stokrotka]

Hello
I understand how the listener works, unfortunately the problem exists, so we have created this thread. Jira's support redirected us to the developer of the add-on.
Therefore, we need instructions on how to debug the event call by the Issue Sync add-on.

[Yury Oboz]

Hello

• What value of Comment Visibility property (Go to System->General Configuration)?
• User B adding comment from SD portal or directly from issue page?
• The comment has any restrictions for visible?

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[DataCenter Stokrotka]

• What value of Comment Visibility property (Go to System->General Configuration)? Answer: Project Roles Only
• User B adding comment from SD portal or directly from issue page? Answer: From issue page, not from customer portal
• The comment has any restrictions for visible? Answer: No

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[Yury Oboz]

I still can't reproduce the problem.

What you want debug? Listener call JIRA API method for create comment and nothing more

You can run this fragment with scriptrunner or “mygroovy” console

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import java.util.HashMap
import com.atlassian.jira.user.UserUtils
import com.atlassian.jira.issue.comments.Comment
import com.atlassian.jira.component.ComponentAccessor
import com.atlassian.jira.issue.comments.CommentManager
import com.atlassian.jira.issue.Issue

Issue issue = ComponentAccessor.getIssueManager().getIssueObject("AAA-1") // Change AAA-1 to issue from project Z
CommentManager cm = ComponentAccessor.getCommentManager()

// Change "admin" to "SERVICE USER" login
Comment comment = cm.create(issue, UserUtils.getUser("admin"), "comment body", null, null, new Date(), new HashMap(), true);

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Then you must see new comment in target issue. Will be notification sent?

[DataCenter Stokrotka]

Hello

By running the above code snippet, I can confirm that the notification is working. The fact may help:
executing this code I get an error, not originally related to calling trigger itself.
We have a separate code related to the comments function. The text of the error indicates that it is not invoked by service.user, but by the account which I am calling the code through scriptrunner.
Below there is a screenshot with the error.

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[Yury Oboz]

By running the above code snippet, I can confirm that the notification is working.

The same code is used in the addon.

Can you fix this listener so that it doesn't throw an error because the chain of calls to other listeners can be broken due to this error?

I can add code to change current user like this:

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import com.atlassian.jira.user.ApplicationUser
import com.atlassian.jira.security.JiraAuthenticationContext
import java.util.HashMap
import com.atlassian.jira.user.UserUtils
import com.atlassian.jira.issue.comments.Comment
import com.atlassian.jira.component.ComponentAccessor
import com.atlassian.jira.issue.comments.CommentManager
import com.atlassian.jira.issue.Issue

Issue issue = ComponentAccessor.getIssueManager().getIssueObject("AAA-1") // Change AAA-1 to issue from project Z
CommentManager cm = ComponentAccessor.getCommentManager()
JiraAuthenticationContext ac = ComponentAccessor.getJiraAuthenticationContext()

// Change "admin" to "SERVICE USER" login
ApplicationUser user = UserUtils.getUser("admin")
ApplicationUser prevUser = ac.getLoggedInUser()
ac.setLoggedInUser(user) // set current user
Comment comment = cm.create(issue, user, "comment body2", null, null, new Date(), new HashMap(), true);
ac.setLoggedInUser(prevUser) // revert current user

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[DataCenter Stokrotka]

Did you just pasted code 2 times accidentaly?

[DataCenter Stokrotka]

Now after execution your new code in error from another listener shows “service.user” not current user - so it seems work better.

How can we modify your plugin to try use this 2nd version?

[Yury Oboz]

Try this version with the patch

[DataCenter Stokrotka]

Procedure for install patch?
Just put jar file in the same path as original and restart jira?

[Yury Oboz]

No. Just install from UPM.

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[DataCenter Stokrotka]

I tried, some error shows and install did’nt succeed

[Yury Oboz]

Specify what errors occur during installation?

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[DataCenter Stokrotka]

I tried to find in attlassian-jira.log but i failed
Manual upload and restart Jira end with success. In first test seems this patch solved problem, but, ill confirm that on production in next week, so please don’t close ticket yet.

[DataCenter Stokrotka]

Thank you for your work