Jira Service Desk Simple Addon Unable to Configure an Account

[CyberESIArch]

We were fine running this addon at version 2.0.19 but we were dealing with a deduplication issue and needed to upgrade. I installed version 2.1.1 on a different instance of Splunk (v9.2.9) and when I try to add an account, I immediately get this error:

Alert Unexpected error "<class 'Exception'>" from python handler: "Failed to retrieve conf, exception="Failed to retrieve conf, status_code=500, response_text="[Errno 111] Connection refused""". See splunkd.log/python.log for more details.

A search of the splunk.d logs shows a little more detal:

ERROR AdminManagerExternal [2298321 TcpChannelThread] - Stack trace from python handler:\nTraceback (most recent call last):\n File "/opt/splunk/etc/apps/TA-jira-service-desk-simple-addon/lib/ta_jira_libs.py", line 66, in jira_get_conf\n raise Exception(error_message)\nException: Failed to retrieve conf, status_code=500, response_text="[Errno 111] Connection refused"\n\nDuring handling of the above exception, another exception occurred:\n\nTraceback (most recent call last):\n File "/opt/splunk/lib/python3.9/site-packages/splunk/admin.py", line 114, in init_persistent\n hand.execute(info)\n File "/opt/splunk/lib/python3.9/site-packages/splunk/admin.py", line 646, in execute\n if self.requestedAction == ACTION_CREATE: self.handleCreate(confInfo)\n File "/opt/splunk/etc/apps/TA-jira-service-desk-simple-addon/bin/ta_service_desk_simple_addon_rh_account_handler.py", line 133, in handleCreate\n self.checkConnectivity()\n File "/opt/splunk/etc/apps/TA-jira-service-desk-simple-addon/bin/ta_service_desk_simple_addon_rh_account_handler.py", line 28, in checkConnectivity\n jira_conf = jira_get_conf(self.getSessionKey(), self.handler._splunkd_uri)\n File "/opt/splunk/etc/apps/TA-jira-service-desk-simple-addon/lib/ta_jira_libs.py", line 71, in jira_get_conf\n raise Exception(error_message)\nException: Failed to retrieve conf, exception="Failed to retrieve conf, status_code=500, response_text="[Errno 111] Connection refused""\n

 I have tried to look around and since this happens immediately, (no connection to Jira cloud) I have a feeling it has something to do with the local splunkd's management REST API but I'm no wizard. Any help from actual wizards would be appreciated. 

[youngsuh]

Were you able to resolve?

http code 500 is "indicates a problem within the web server itself, such as misconfigurations, errors in the website's code, issues with database connections, or insufficient server resources."  Are able to access python.log or splunkd.log? It look like your having issue with the traffic or auth issue.  Also indicate the *.conf configuration file is missing.

[jeffland]

I'd also assume this is splunkd returning a 500 while the TA tries to access configuration files. If so, you should see the 500 pop up in splunkd_access.log too, but that only confirms it's splunkd and won't help you find out what causes it.

I'd always check the TA release notes for any changes between the version (and for compatibility with your Splunk version which seems good). Rigt off the bat, the release notes for 2.1.0 list something around a REST API, so it's likely you've either found a bug in a recently introduced feature, or don't meet some prerequisite.

I would also always recommend checking out any resources mentioned in the TA description on Splunkbase, which in this case point to documentation which has two dedicated bits for REST calls: https://ta-jira-service-desk-simple-addon.readthedocs.io/en/latest/troubleshoot.html#add-on-logs-for... and https://ta-jira-service-desk-simple-addon.readthedocs.io/en/latest/troubleshoot.html#add-on-logs-for.... Maybe those logs help you narrow it down further - if not, I'd reach out to the developer listed in the support tab of the TA on Splunkbase.