Details
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Bug
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Resolution: Fixed
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Low
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3.2.0
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Severity 1 - Critical
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38
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Description
Description of problem:
A NullPointerException is thrown due to a missing ICON_ID in "AO_54307E_VIEWPORTFORM".
- JIRA Service Desk will not fully start if one of the affected request types is configured to receive email. This results in partial functionality working.
- When JIRA Service Desk does start, users are unable to access some request types or service desk projects. In some cases the entire customer portal may not load.
Request types that are missing the ICON_ID are affected and portals containing those request types may experience problems. In addition, when configuring request types the "Edit Fields" link on affected request types no longer works.
- The "Edit Fields" link does work for unaffected request types in the same service desk project.
- The service desk project containing affected request type(s) will not load in customer portal. Users may see an error, a spinning icon, or a blank page.
Steps to reproduce:
It is unknown how this the data got into this state, the problem occurred on a customer's instance after starting JIRA Service Desk.
- It is possible to trigger this problem and see the symptoms by setting the ICON_ID of a request type to be NULL.
- In one case Service Desk logs of upgrade from version 2.5.9 > 3.1.9 > 3.2.1 do not show where "SyncUpgradeTaskMigrateRequestTypeIconIDs" ever ran.
NB: This task may have run previously in 3.1.x as AsyncUpgradeTaskMigrateRequestTypeIconIDs
Expected Results
JSD starts without any problems and after startup there are no issues accessing request types or portal.
Actual Results
Startup Problem
The below exception is thrown during startup when an affected request type is configured for email:
2016-08-30 03:43:19,490 JIRA-Bootstrap ERROR [c.a.servicedesk.bootstrap.lifecycle] java.lang.NullPointerException at scala.Predef$.Long2long(Predef.scala:358) at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestType$.apply(RequestType.scala:73) at com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.EmailChannelSetting$.toModel(EmailChannelSetting.scala:28) at com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.EmailChannelSettingManager.com$atlassian$servicedesk$internal$feature$emailchannel$emailplatform$EmailChannelSettingManager$$toSettingModel(EmailChannelSettingManager.scala:124) at com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.EmailChannelSettingManager$$anonfun$getEmailChannelSettings$1.apply(EmailChannelSettingManager.scala:105) at com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.EmailChannelSettingManager$$anonfun$getEmailChannelSettings$1.apply(EmailChannelSettingManager.scala:105) at scala.collection.immutable.List.map(List.scala:273) at com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.EmailChannelSettingManager.getEmailChannelSettings(EmailChannelSettingManager.scala:105) at com.atlassian.servicedesk.bootstrap.lifecycle.SDMailChannelInitializer.updateSDMailChannels(SDMailChannelInitializer.java:48) at com.atlassian.servicedesk.bootstrap.lifecycle.SDMailChannelInitializer.enableSDMailChannels(SDMailChannelInitializer.java:41) at com.atlassian.servicedesk.bootstrap.lifecycle.PluginLifeCycle.runPluginStartupSideEffectsImpl(PluginLifeCycle.java:201) at com.atlassian.servicedesk.bootstrap.lifecycle.LifecycleLock.writeImpl(LifecycleLock.java:97) at com.atlassian.servicedesk.bootstrap.lifecycle.LifecycleLock.runOnStartup(LifecycleLock.java:75) at com.atlassian.servicedesk.bootstrap.lifecycle.PluginLifeCycle.onPluginStarted(PluginLifeCycle.java:126) at com.atlassian.servicedesk.bootstrap.lifecycle.Launcher.onStartCompleted(Launcher.java:75) at com.atlassian.servicedesk.bootstrap.lifecycle.Launcher.access$000(Launcher.java:23) at com.atlassian.servicedesk.bootstrap.lifecycle.Launcher$1$1.run(Launcher.java:42) at com.atlassian.pocketknife.api.util.runners.SealedRunner.checkSeals(SealedRunner.java:111) at com.atlassian.pocketknife.api.util.runners.SealedRunner.breakSeal(SealedRunner.java:68) at com.atlassian.servicedesk.bootstrap.lifecycle.Launcher.onStart(Launcher.java:68) at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager$4.consume(DefaultLifecycleManager.java:310) at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager$4.consume(DefaultLifecycleManager.java:306) at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager.notifyLifecyleAware(DefaultLifecycleManager.java:344) at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager.notifyOnStartIfStartedAndEnabled(DefaultLifecycleManager.java:304) at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager.access$300(DefaultLifecycleManager.java:50) at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager$3.evaluate(DefaultLifecycleManager.java:261) at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager$3.evaluate(DefaultLifecycleManager.java:257) at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager.notifyLifecycleAwares(DefaultLifecycleManager.java:286) at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager.notifyStartableLifecycleAwares(DefaultLifecycleManager.java:255) at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager.startIfApplicationSetup(DefaultLifecycleManager.java:241) at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager.start(DefaultLifecycleManager.java:230) at com.atlassian.sal.jira.lifecycle.JiraLifecycleManager.onJiraStart(JiraLifecycleManager.java:64) ... 3 filtered at java.lang.reflect.Method.invoke(Method.java:498) at com.atlassian.event.internal.SingleParameterMethodListenerInvoker.invoke(SingleParameterMethodListenerInvoker.java:36) at com.atlassian.event.internal.AsynchronousAbleEventDispatcher$1$1.run(AsynchronousAbleEventDispatcher.java:48) at com.google.common.util.concurrent.MoreExecutors$DirectExecutorService.execute(MoreExecutors.java:299) at com.atlassian.event.internal.AsynchronousAbleEventDispatcher.dispatch(AsynchronousAbleEventDispatcher.java:107) at com.atlassian.event.internal.EventPublisherImpl.invokeListeners(EventPublisherImpl.java:160) at com.atlassian.event.internal.EventPublisherImpl.publish(EventPublisherImpl.java:79) at com.atlassian.plugin.event.impl.DefaultPluginEventManager.broadcast(DefaultPluginEventManager.java:73) at com.atlassian.jira.upgrade.PluginUpgradeLauncher.start(PluginUpgradeLauncher.java:30) at com.atlassian.jira.startup.ActiveServicesLauncher.start(ActiveServicesLauncher.java:51) at com.atlassian.jira.startup.DefaultJiraLauncher.lambda$postTenantArrived$4(DefaultJiraLauncher.java:178) at com.atlassian.jira.startup.DefaultInstantUpgradeManager$StartupTask.run(DefaultInstantUpgradeManager.java:139) at com.atlassian.jira.startup.DefaultInstantUpgradeManager.runTask(DefaultInstantUpgradeManager.java:55) at com.atlassian.jira.startup.DefaultInstantUpgradeManager.doNowOrWhenInstanceBecomesActive(DefaultInstantUpgradeManager.java:42) at com.atlassian.jira.startup.DefaultJiraLauncher.postTenantArrived(DefaultJiraLauncher.java:171) at com.atlassian.jira.startup.DefaultJiraLauncher.lambda$postDBActivated$3(DefaultJiraLauncher.java:159) at com.atlassian.jira.tenancy.DefaultTenantManager.doNowOrWhenTenantArrives(DefaultTenantManager.java:55) at com.atlassian.jira.startup.DefaultJiraLauncher.postDBActivated(DefaultJiraLauncher.java:156) at com.atlassian.jira.startup.DefaultJiraLauncher.lambda$postDbLaunch$2(DefaultJiraLauncher.java:145) at com.atlassian.jira.config.database.DatabaseConfigurationManagerImpl.doNowOrEnqueue(DatabaseConfigurationManagerImpl.java:298) at com.atlassian.jira.config.database.DatabaseConfigurationManagerImpl.doNowOrWhenDatabaseActivated(DatabaseConfigurationManagerImpl.java:194) at com.atlassian.jira.startup.DefaultJiraLauncher.postDbLaunch(DefaultJiraLauncher.java:135) at com.atlassian.jira.startup.DefaultJiraLauncher.lambda$start$0(DefaultJiraLauncher.java:101) at com.atlassian.jira.util.devspeed.JiraDevSpeedTimer.run(JiraDevSpeedTimer.java:31) at com.atlassian.jira.startup.DefaultJiraLauncher.start(DefaultJiraLauncher.java:99) at com.atlassian.jira.startup.LauncherContextListener.initSlowStuff(LauncherContextListener.java:149) at java.lang.Thread.run(Thread.java:745)
Portal / Request Type Problems
Example of stacktrace thrown when trying to access affected project through customer portal:
2016-09-26 15:36:09,392 http-nio-8080-exec-1 ERROR USERNAME 936x696x1 unw300 000.000.000.000,0:0:0:0:0:0:0:1 /servicedesk/customer/portal/56 [c.a.p.r.c.error.jersey.ThrowableExceptionMapper] Uncaught exception thrown by REST service: null java.lang.NullPointerException at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeQStoreImpl$RequestTypeMapper.apply(RequestTypeQStoreImpl.java:439) at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeQStoreImpl$RequestTypeMapper.apply(RequestTypeQStoreImpl.java:409) at java.util.stream.ReferencePipeline$3$1.accept(ReferencePipeline.java:193) at java.util.ArrayList$ArrayListSpliterator.forEachRemaining(ArrayList.java:1374) at java.util.stream.AbstractPipeline.copyInto(AbstractPipeline.java:481) at java.util.stream.AbstractPipeline.wrapAndCopyInto(AbstractPipeline.java:471) at java.util.stream.ReduceOps$ReduceOp.evaluateSequential(ReduceOps.java:708) at java.util.stream.AbstractPipeline.evaluate(AbstractPipeline.java:234) at java.util.stream.ReferencePipeline.collect(ReferencePipeline.java:499) at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeQStoreImpl.getRequestTypesWithGroups(RequestTypeQStoreImpl.java:91) at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeInternalManagerScala.getAllRequestTypes(RequestTypeInternalManagerScala.scala:128) at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeInternalManagerScala.getAllValidRequestTypes(RequestTypeInternalManagerScala.scala:120) at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeInternalServiceScala.getAllValidRequestTypes(RequestTypeInternalServiceScala.scala:74) at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeInternalServiceImpl.getAllValidRequestTypes(RequestTypeInternalServiceImpl.java:115) at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeInternalServiceImpl.getAllValidNonHiddenRequestTypes(RequestTypeInternalServiceImpl.java:120) at com.atlassian.servicedesk.internal.feature.customer.portal.providers.PortalResponseProvider.lambda$getResponse$0(PortalResponseProvider.java:64) at com.atlassian.fugue.Either$RightProjection.flatMap(Either.java:839) at com.atlassian.fugue.Either.flatMap(Either.java:294) at com.atlassian.pocketknife.EitherStep1.then(EitherStep1.java:21) at com.atlassian.servicedesk.internal.feature.customer.portal.providers.PortalResponseProvider.getResponse(PortalResponseProvider.java:64) at com.atlassian.servicedesk.internal.feature.customer.portal.providers.CustomerResponseProviderDelegatorImpl.getResponse(CustomerResponseProviderDelegatorImpl.java:142) at com.atlassian.servicedesk.internal.rest.CustomerResponseFactory.com$atlassian$servicedesk$internal$rest$CustomerResponseFactory$$getResponse(CustomerResponseFactory.scala:133) at com.atlassian.servicedesk.internal.rest.CustomerResponseFactory$$anonfun$2.apply(CustomerResponseFactory.scala:63) at com.atlassian.servicedesk.internal.rest.CustomerResponseFactory$$anonfun$2.apply(CustomerResponseFactory.scala:63) at scala.collection.TraversableLike$$anonfun$map$1.apply(TraversableLike.scala:245) at scala.collection.TraversableLike$$anonfun$map$1.apply(TraversableLike.scala:245) at scala.collection.Iterator$class.foreach(Iterator.scala:750) at scala.collection.AbstractIterator.foreach(Iterator.scala:1202) at scala.collection.IterableLike$class.foreach(IterableLike.scala:72) at scala.collection.AbstractIterable.foreach(Iterable.scala:54) at scala.collection.TraversableLike$class.map(TraversableLike.scala:245) at scala.collection.AbstractTraversable.map(Traversable.scala:104) at com.atlassian.servicedesk.internal.rest.CustomerResponseFactory.createResponse(CustomerResponseFactory.scala:63) at com.atlassian.servicedesk.internal.web.CustomerPageRenderer.createPageParams(CustomerPageRenderer.scala:97) at com.atlassian.servicedesk.internal.web.CustomerPageRenderer.createPage(CustomerPageRenderer.scala:66) at com.atlassian.servicedesk.internal.web.CustomerPageRenderer.createPage(CustomerPageRenderer.scala:71) at com.atlassian.servicedesk.internal.rest.CustomerWeb.landingPage(CustomerWeb.scala:228) ... 3 filtered at java.lang.reflect.Method.invoke(Method.java:497) ... 19 filtered at com.atlassian.plugins.rest.module.RestDelegatingServletFilter$JerseyOsgiServletContainer.doFilter(RestDelegatingServletFilter.java:154) ... 1 filtered at com.atlassian.plugins.rest.module.RestDelegatingServletFilter.doFilter(RestDelegatingServletFilter.java:68) ... 33 filtered at com.atlassian.servicedesk.internal.web.OperationalStatusAwareHttpFilter.doFilter(OperationalStatusAwareHttpFilter.java:31) ... 4 filtered at com.atlassian.servicedesk.internal.web.UrlOperationalStatusCheckFilter.doFilterWhenLicensed(UrlOperationalStatusCheckFilter.java:38) at com.atlassian.servicedesk.internal.web.OperationalStatusAwareHttpFilter.doFilter(OperationalStatusAwareHttpFilter.java:31) ... 4 filtered at com.atlassian.servicedesk.internal.web.PopulateEyeballForRestFilter.doFilterWhenLicensed(PopulateEyeballForRestFilter.java:33) at com.atlassian.servicedesk.internal.web.OperationalStatusAwareHttpFilter.doFilter(OperationalStatusAwareHttpFilter.java:31) ... 4 filtered at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21) ... 40 filtered at com.atlassian.jira.security.JiraSecurityFilter.lambda$doFilter$0(JiraSecurityFilter.java:76) ... 1 filtered at com.atlassian.jira.security.JiraSecurityFilter.doFilter(JiraSecurityFilter.java:74) ... 24 filtered at com.atlassian.jira.servermetrics.CorrelationIdPopulatorFilter.doFilter(CorrelationIdPopulatorFilter.java:30) ... 5 filtered at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.doFilter(CustomerContextSettingFilter.java:116) ... 11 filtered at com.atlassian.jira.servermetrics.MetricsCollectorFilter.doFilter(MetricsCollectorFilter.java:25) ... 41 filtered at com.atlassian.servicedesk.project.internal.web.filters.NormaliseUrlFilter.doFilter(NormaliseUrlFilter.java:25) ... 15 filtered at com.atlassian.jira.security.JiraSecurityFilter.lambda$doFilter$0(JiraSecurityFilter.java:76) ... 1 filtered at com.atlassian.jira.security.JiraSecurityFilter.doFilter(JiraSecurityFilter.java:74) ... 33 filtered at com.atlassian.jira.servermetrics.CorrelationIdPopulatorFilter.doFilter(CorrelationIdPopulatorFilter.java:30) ... 5 filtered at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.lambda$invokeFilterChain$0(CustomerContextSettingFilter.java:181) at com.atlassian.servicedesk.internal.utils.context.ReentrantThreadLocalBasedCodeContext.rteInvoke(ReentrantThreadLocalBasedCodeContext.java:142) at com.atlassian.servicedesk.internal.utils.context.ReentrantThreadLocalBasedCodeContext.runInContext(ReentrantThreadLocalBasedCodeContext.java:57) at com.atlassian.servicedesk.internal.utils.context.CustomerContextServiceImpl.runInCustomerContext(CustomerContextServiceImpl.java:38) at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.inCustomerContext(CustomerContextSettingFilter.java:169) at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.doFilterImpl(CustomerContextSettingFilter.java:128) at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.doFilter(CustomerContextSettingFilter.java:121) ... 9 filtered at com.atlassian.jwt.internal.servlet.JwtAuthFilter.doFilter(JwtAuthFilter.java:32) ... 3 filtered at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21) ... 4 filtered at com.atlassian.web.servlet.plugin.LocationCleanerFilter.doFilter(LocationCleanerFilter.java:36) ... 29 filtered at com.atlassian.jira.servermetrics.MetricsCollectorFilter.doFilter(MetricsCollectorFilter.java:25) ... 27 filtered at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1142) at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:617) at org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61) at java.lang.Thread.run(Thread.java:745)
Another example from after JIRA starts:
2016-09-26 04:56:59,542 http-nio-8080-exec-12 uri:/secure/AjaxIssueAction!default.jspa username:USERNAME ERROR USERNAME 296x46828x1 43zmt9 000.000.000.000,0:0:0:0:0:0:0:1 /secure/AjaxIssueAction!default.jspa [c.a.j.web.component.ModuleWebComponentImpl] An exception occured while rendering the web panel: com.atlassian.servicedesk:customer-portal-web-panel (null) java.lang.NullPointerException at scala.Predef$.Long2long(Predef.scala:358) at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestType$.apply(RequestType.scala:73) at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeStore$$anonfun$getRequestTypeByKey$2.apply(RequestTypeStore.scala:49) at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeStore$$anonfun$getRequestTypeByKey$2.apply(RequestTypeStore.scala:47) at scala.Option.map(Option.scala:146) at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeStore.getRequestTypeByKey(RequestTypeStore.scala:47) at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeInternalManagerScala.getRequestTypeByKey(RequestTypeInternalManagerScala.scala:115) ...
Diagnosis:
A list of affected portals can be obtained by running:
SELECT v."NAME", f."VIEWPORT_ID" FROM "AO_54307E_VIEWPORT" AS v JOIN "AO_54307E_VIEWPORTFORM" AS f ON v."ID"=f."VIEWPORT_ID" WHERE f."ICON_ID" IS NULL GROUP BY f."VIEWPORT_ID", v."NAME" ORDER BY v."NAME";
A list of affected request types can be obtained by running:
SELECT v."NAME", f."NAME", f."VIEWPORT_ID", f."ICON", f."ICON_ID" FROM "AO_54307E_VIEWPORT" AS v INNER JOIN "AO_54307E_VIEWPORTFORM" AS f ON v."ID"=f."VIEWPORT_ID" WHERE f."ICON_ID" IS NULL GROUP BY f."VIEWPORT_ID", f."NAME", v."NAME",f."ICON",f."ICON_ID" ORDER BY v."NAME";
Workaround:
If JIRA Service Desk is accessible
Use the SQL query to retrieve a list of affected request types. Manually change the icon for each of these request types in the Service Desk user interface.
If JIRA Service Desk failed to load
This was fixed by identifying there was a missing icon for the JIRA Service Desk customer portal. the broken icon was identified with the below SQL:
select "ICON_ID", a.* from "AO_54307E_VIEWPORTFORM" vpf left outer join avatar a on a.id = vpf."ICON_ID" where a.id is null;
And then fixed by updating the database to point the icon to an existing icon (ie a record in the avatar table that exists), and then JSD was restarted and the Customer Portal updated.
Background:
In Service Desk Server version 3.1.9, icons attached to request types are recorded in the ICON column in "AO_54307E_VIEWPORTFORM".
As of 3.2.1 the icons are stored in the ICON_ID column, also in the "AO_54307E_VIEWPORTFORM" table.
An upgrade task performs this change
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JIRA ServiceDesk v3.2.0-051 #DevVersion built 2016-08-26T20:02:10.216-05:00 - Starting sync upgrade task: SyncUpgradeTaskMigrateRequestTypeIconIDs
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