After changing a non-Service Desk type project to Service Desk type, the Customer Portal and some administrative functionalities like email requests page will not load

Problem

After changing a non-Service Desk type project to Service Desk type, the Customer Portal and some administrative functionalities like email requests page will not load

Steps to Reproduce

1. Select a Software project.
2. Go to Project administration > Summary.
3. Click on the Actions button and select Change project type.
4. Change the project type to Service Desk.
5. Click on some administrative functionalities like Email requests.

Expected Result

User will be able to see the email request image, the description of what Email requests is and a link to Add an email address

Actual Result

• There is a spinner showing the page is loading but the page will not be loaded
• In the log or the Network tab from the browser console, the error below can be found:

  java.lang.NullPointerException
  	at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeFieldQStore.getRequestTypeFields(RequestTypeFieldQStore.java:100)
  	at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeFieldQStore.access$000(RequestTypeFieldQStore.java:26)
  	at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeFieldQStore$1.apply(RequestTypeFieldQStore.java:42)
  	at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeFieldQStore$1.apply(RequestTypeFieldQStore.java:35)
  	at com.atlassian.pocketknife.internal.querydsl.QueryFactoryImpl.fetch(QueryFactoryImpl.java:75)
  	at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeFieldQStore.getAllRequestTypeFieldsForPortalWithoutFieldValues(RequestTypeFieldQStore.java:35)
  	at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.field.RequestTypeFieldManager.getAllRequestTypeFieldsForPortalWithoutFieldValues(RequestTypeFieldManager.scala:59)
  	at com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.EmailPlatformChannelUtils.getFirstSuitableRequestType(EmailPlatformChannelUtils.scala:122)
  	at com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.EmailPlatformChannelManagerImpl.getFirstSuitableRequestType(EmailPlatformChannelManagerImpl.scala:147)
  	at com.atlassian.servicedesk.internal.feature.emailchannel.EmailChannelManagerDelegator.getFirstSuitableRequestType(EmailChannelManagerDelegator.scala:59)
  	at com.atlassian.servicedesk.internal.feature.emailchannel.EmailChannelManagerImpl.hasSuitableRequestTypeForEmail(EmailChannelManagerImpl.java:57)
  ...
  

Workaround

Always back up your data before performing any modifications to the database. If possible, test any insert, update, or delete SQL commands on a staging server first.

1. Identify any fields without field order using SQL query below. There should be at least one result returns.
   select * from <schema name>."AO_54307E_VIEWPORTFIELD" where "FIELD_ORDER" is null;
2. Update the field order using SQL query below:
   update <schema name>."AO_54307E_VIEWPORTFIELD" SET "FIELD_ORDER" = "ID" where "FIELD_ORDER" is null;
3. Restart JIRA.