---
title: "L1/L2 Troubleshooting Framework for JMWE Escalations"
canonical: "https://support.appfire.com/space/SUPPORT/2164982505/L1%2FL2%20Troubleshooting%20Framework%20for%20JMWE%20Escalations"
format: markdown
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### **L1 Analysis – First-line Checks**

In this section, we will conduct a series of initial checks to ensure that all fundamental aspects of the application are functioning correctly. The checkpoints listed below will help us ascertain the application's current status and identify any potential issues that may need addressing.

| Checkpoint | Status ✅ / ❌ | additional notes/observations |
| --- | --- | --- |
| Confirmed App version is up to date |  |  |
| Jira version identified (Cloud/DC/Server) |  |  |
| Check if there is any existing ticket with the same issue. |  |  |
| Check if there is an existing bug ticket. |  |  |
| Check for Atlassian limitations. |  |  |
| Custom field exists and is correctly mapped. Field present in Create/Edit/View transitions |  |  |
| Workflow configuration reviewed (validators, PFs, Conditions) |  |  |
| Screens/context for field verified |  |  |
| Use JMWE Logs (Admin > JMWE Logs), or atlassian-jira.log (for DC) or Loggly(Cloud) |  |  |
| Syntax or logic error ruled out (expression/script) |  |  |
| Post-function run order verified |  |  |
| Delayed execution settings |  |  |
| Run-As user configuration |  |  |
| Field presence during post-function execution confirmed |  |  |
| Test run with static user, ID, or string |  |  |
| If fields fail silently, confirm API behavior |  |  |
| Locked or hidden fields in Field configuration Scheme |  |  |
| Confirm other tools aren’t altering expected behavior |  |  |
| Cloud limit: webhooks |  |  |
| Ask for a brief recording that visually demonstrates the problem, including any transitions, field changes, or errors |  | Request a **concise screen recording** that effectively illustrates the issue. It should encompass:    
– The **transition** being performed    
– Expected Outcome  
– Any **error messages**, unanticipated UI behavior, or console logs |
| Reproduced the issue in the test instance. |  | *Attempt to replicate the issue in a test/sandbox instance using identical configurations.*  
🔹 **For Jira Data Center (DC)**: Use the **same Jira and JMWE version**, replicate the **exact workflow configuration, field mapping, post-functions, and validators**.  
🔹 **For Jira Cloud**: Replicate **field contexts, workflow steps, and logic**, and test using similar conditions.  
This step helps determine if the issue is reproducible, platform-specific, or environment-dependent. |

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### **L2 Analysis – Advanced Troubleshooting**

In this advanced troubleshooting phase, we will delve deeper into the potential issues identified during the first-line checks. This analysis aims to uncover more complex problems that may not have been apparent initially.

| Checkpoint | Status ✅ / ❌ | additional notes/observations |
| --- | --- | --- |
| Existing bug ticket? |  |  |
| Issue reproduced? |  |  |
| Steps to Reproduce the issue |  |  |
| HAR, console log, network error message |  |  |
| Field types, contexts, and options reviewed |  |  |
| Custom scripts/unit logic simplified for test |  |  |
| Third-party apps disabled or tested for conflict |  |  |
| Alternative workflow tested |  |  |
| Logs from the customer instance collected |  |  |
| Compare with the working configuration |  |  |

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### **Indicators for Escalation to Atlassian**

In this section, we will identify specific triggers that may warrant escalation to Atlassian for further assistance. Recognising these indicators is crucial for the timely resolution of issues that could significantly impact user experience or system functionality.

| Trigger | Applicable? ✅ / ❌ | additional notes/observations |
| --- | --- | --- |
| Trigger confirmed, but no log entries generated |  |  |
| Platform behavior regression suspected (Behavior broke post Jira/Cloud platform upgrade) |  |  |
| JCMA migration issue — app configuration doesn’t transfer despite mapping |  |  |
| REST API response allows field; UI fails to update |  |  |
| App user has Browse/Transition permissions but cannot access the issue |  |  |
| JMWE post-function marked "executed" but no action taken |  |  |
| Working configuration now failing after Jira patch/version |  |  |
| Behavior is inconsistent across environments |  |  |

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### 💬 **Summary**

In conclusion, we will compile our findings from the analyses conducted above. This summary will provide a clear overview of the issue's reproducibility, its environmental specificity, and the severity of the blocking issue, along with recommended next steps for resolution.

- **Reproducible?**: Yes / No
- **Environment Specific?**: Yes / No
- **Blocking Severity**: High / Medium / Low
- **Recommended Next Step**:
  - Resolve internally
  - Escalate to Dev (include script samples, logs)
  - Escalate to Atlassian (permissions, field model)

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