Connection issues between Backbone and Jira cause problems

Description

Customers reported that Backbone fails for a issues with the following error:

This appears after Backbone is running fine for a while but loses connection at some point.

Steps to reproduce

  1. Setup a synchronization between two projects and start a sync

  2. Imitate that Backbone can not load the issue create meta, e.g. due to network/connection problems (one way can be to remove sync user permissions for creating a new issue)

  3. Sync a new issue -> this will produce the error message in the troubleshooting

Potential cause

We currently assume that this error is related to temporary connection problems because we have seen related network error logs for some customers. However, we do not know yet why this error can happen after Backbone was running fine for a certain amount of time.

 

Workarounds to fix the error

  • Customers reported it helps to stop/start the synchronization and make a retry of the errors -> this is probably the case if the network/connection problems are gone

  • Disabling/enabling Backbone can help as well but takes a bit longer since all synchronizations need to be started again.

Environment

None

Assignee

Unassigned

Reporter

Sync User [K15t]

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QA Status

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Deployment

Server

Documentation Status

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UI Concept

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External Votes

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Components

Fix versions

Affects versions

Priority

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