User receives a 500 error when trying to convert and issue

[Alex Storey]

Several of our users are trying to convert issues to a different issue type which we often do. However before completion of the process they receive a 500 error. It works fine for users with the same permissions and when I logged in as them (I'm the site admin). Anyone have any ideas?

[Wouter van den Berg · Accepted solution]

Did you try the Permission Helper? 

Go to the project where the actions are required. Select Project Settings > Permissions > Permission Helper. Select the user and a issue that should be converted (Move) and see what the output is. 

[Alex Storey]

HI, yes I checked there and they have the correct permissions. What does seem strange is it is only affecting our users that are based in India

[Wouter van den Berg]

Hi @Alex Storey 

Then the problem isn't permissions but the view. If they aren't Administrators they should only have the Move option to change issue type. The Next button is grayed out which makes it look like it isn't possible. But they should click it anyways. Can they share a screenshot of all actions? 

Have you tried moving the exact issue. There are no post functions required for the issue type at hand or the created issue type? No missing fields etc? 

Let me know. 

[Alex Storey]

Thanks for coming back to me, yes I have done it when logged in as them. It seems to be when they convert any issue. Attached are the steps/pages numbered in sequence.

In terms of whether there are any post actions the last step is always that on screen shot 4

[Wouter van den Berg]

Found that more users are experiencing this issue. Some more information here: 

https://community.atlassian.com/t5/Jira-Software-questions/Error-500-when-converting-subtask-to-issue/qaq-p/1278198

Not sure if this has been raised as a bug or things you might try which work differently for you. But since you can execute on this action on behalf of the user it seems a bug to me. 

[Alex Storey]

Thanks for this, what would be the process for raising this as a bug

[Wouter van den Berg]

To report a Bug, you can raise a support case with Atlassian Support. They will help you create a bug if needed and work out the details needed to create one. Those that are eligible will be added to the appropriate project of Atlassian. 

Let me know if you are able to raise a support request and if not let me know. 

PS: If you have worked out the support requests and that ends up being submitted as a bug it would be awesome to share that in the post I shared so others know it's been submitted: https://community.atlassian.com/t5/Jira-Software-questions/Error-500-when-converting-subtask-to-issue/qaq-p/1278198

Hope you get this problem fixed soon.