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  1. Jira Service Management Cloud
  2. JSDCLOUD-5260

SLAs not displaying for new created issues

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Details

    Description

      Summary

      SLAs not displaying for new issues after a JIRA restart because the ServiceDesk startup has not been completing correctly.

      Environment

      • JIRA ServiceDesk 3.0.0-OD-03 and lower

      Expected Results

      New issues created with SLA.

      Actual Results

      • New issue created without SLA.
      • The below exception is thrown in the atlassian-jira.log file after JIRA startup: 
        2015-09-30 00:07:53,938 localhost-startStop-1 ERROR      [c.a.event.internal.AsynchronousAbleEventDispatcher] There was an exception  thrown trying to dispatch event [com.atlassian.jira.extension.JiraStartedEvent@2b1333] from the invoker [SingleParameterMethodListenerInvoker{method=public v
oid com.atlassian.sal.jira.lifecycle.JiraLifecycleManager.onJiraStart(com.atlassian.jira.extension.JiraStartedEvent), listener=com.atlassian.sal.jira.lifecycle.JiraLifecycleManager@1707737}]
java.lang.RuntimeException: org/apache/commons/lang/exception/ExceptionUtils
      at com.atlassian.event.internal.SingleParameterMethodListenerInvoker.invoke(SingleParameterMethodListenerInvoker.java:54)
      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:84)
      at com.atlassian.jira.upgrade.PluginUpgradeLauncher.start(PluginUpgradeLauncher.java:35)
      at com.atlassian.jira.startup.ActiveServicesLauncher.start(ActiveServicesLauncher.java:57)
      at com.atlassian.jira.startup.DefaultJiraLauncher.lambda$postDbLaunch$290(DefaultJiraLauncher.java:140)
      at com.atlassian.jira.startup.DefaultJiraLauncher$$Lambda$14/9044607.run(Unknown Source)
      at com.atlassian.jira.config.database.DatabaseConfigurationManagerImpl.doNowOrEnqueue(DatabaseConfigurationManagerImpl.java:356)
      at com.atlassian.jira.config.database.DatabaseConfigurationManagerImpl.doNowOrWhenDatabaseActivated(DatabaseConfigurationManagerImpl.java:226)
      at com.atlassian.jira.startup.DefaultJiraLauncher.postDbLaunch(DefaultJiraLauncher.java:126)
      at com.atlassian.jira.startup.DefaultJiraLauncher.lambda$start$288(DefaultJiraLauncher.java:92)
      at com.atlassian.jira.startup.DefaultJiraLauncher$$Lambda$1/21503669.run(Unknown Source)
      at com.atlassian.jira.util.devspeed.JiraDevSpeedTimer.run(JiraDevSpeedTimer.java:34)
      at com.atlassian.jira.startup.DefaultJiraLauncher.start(DefaultJiraLauncher.java:90)
      at com.atlassian.jira.startup.LauncherContextListener.contextInitialized(LauncherContextListener.java:84)
      ... 8 filtered
      at java.util.concurrent.Executors$RunnableAdapter.call(Executors.java:511)
      at java.util.concurrent.FutureTask.run(FutureTask.java:266)
      at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1142)
      at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:617)
      at java.lang.Thread.run(Thread.java:745)
Caused by: java.lang.NoClassDefFoundError: org/apache/commons/lang/exception/ExceptionUtils
      at com.atlassian.jira.internal.mail.processor.feature.channel.connectionverifier.DefaultChannelConnectionVerifier.verifyConnectionDefinition(DefaultChannelConnectionVerifier.java:79)
      at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
      at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:62)
      at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43)
      at java.lang.reflect.Method.invoke(Method.java:497)
      at org.eclipse.gemini.blueprint.service.importer.support.internal.aop.ServiceInvoker.doInvoke(ServiceInvoker.java:56)
      at org.eclipse.gemini.blueprint.service.importer.support.internal.aop.ServiceInvoker.invoke(ServiceInvoker.java:60)
      at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:179)
      at org.springframework.aop.support.DelegatingIntroductionInterceptor.doProceed(DelegatingIntroductionInterceptor.java:133)
      at org.springframework.aop.support.DelegatingIntroductionInterceptor.invoke(DelegatingIntroductionInterceptor.java:121)
      at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:179)
      at org.eclipse.gemini.blueprint.service.util.internal.aop.ServiceTCCLInterceptor.invokeUnprivileged(ServiceTCCLInterceptor.java:70)
      at org.eclipse.gemini.blueprint.service.util.internal.aop.ServiceTCCLInterceptor.invoke(ServiceTCCLInterceptor.java:53)
      at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:179)
      at org.eclipse.gemini.blueprint.service.importer.support.LocalBundleContextAdvice.invoke(LocalBundleContextAdvice.java:57)
      at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:179)
      at org.springframework.aop.support.DelegatingIntroductionInterceptor.doProceed(DelegatingIntroductionInterceptor.java:133)
      at org.springframework.aop.support.DelegatingIntroductionInterceptor.invoke(DelegatingIntroductionInterceptor.java:121)
      at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:179)
      at org.springframework.aop.framework.JdkDynamicAopProxy.invoke(JdkDynamicAopProxy.java:207)
      at com.sun.proxy.$Proxy3078.verifyConnectionDefinition(Unknown Source)
      at com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.JEPP.JEPPServiceImpl.testChannelConnection(JEPPServiceImpl.scala:46)
      at com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.EmailPlatformChannelManagerImpl.com$atlassian$servicedesk$internal$feature$emailchannel$emailplatform$EmailPlatformChannelManagerImpl$$testChannelConnection(EmailPlatformChannelManagerImpl.scala:421)
      at com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.EmailPlatformChannelManagerImpl.com$atlassian$servicedesk$internal$feature$emailchannel$emailplatform$EmailPlatformChannelManagerImpl$$testODMailboxConnectivityAndUpdateExpiredPasswords(EmailPlatformChannelManagerImpl.scala:440)
      at com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.EmailPlatformChannelManagerImpl$$anonfun$checkODEmailChannelConnectivityAndUpdateExpiredPasswords$1.apply(EmailPlatformChannelManagerImpl.scala:114)
      at com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.EmailPlatformChannelManagerImpl$$anonfun$checkODEmailChannelConnectivityAndUpdateExpiredPasswords$1.apply(EmailPlatformChannelManagerImpl.scala:114)
      at scala.collection.TraversableLike$$anonfun$map$1.apply(TraversableLike.scala:244)
      at scala.collection.TraversableLike$$anonfun$map$1.apply(TraversableLike.scala:244)
      at scala.collection.immutable.List.foreach(List.scala:318)
      at scala.collection.TraversableLike$class.map(TraversableLike.scala:244)
      at scala.collection.AbstractTraversable.map(Traversable.scala:105)
      at com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.EmailPlatformChannelManagerImpl.checkODEmailChannelConnectivityAndUpdateExpiredPasswords(EmailPlatformChannelManagerImpl.scala:113)
      at com.atlassian.servicedesk.internal.feature.emailchannel.EmailChannelManagerDelegator.checkODEmailChannelConnectivityAndUpdateExpiredPasswords(EmailChannelManagerDelegator.scala:44)
      at com.atlassian.servicedesk.internal.email.mailstore.ODMailStoreChecker.verifyAndUpdateODMailSettingsPassword(ODMailStoreChecker.java:20
      at com.atlassian.servicedesk.bootstrap.lifecycle.TenantAwareneODMailInitialiser.initialize(TenantAwareneODMailInitialiser.java:59)
      at com.atlassian.servicedesk.bootstrap.lifecycle.PluginLifeCycle.loadSuccessModules(PluginLifeCycle.java:429)
      at com.atlassian.servicedesk.bootstrap.lifecycle.PluginLifeCycle.loadDynamicModules(PluginLifeCycle.java:383)
      at com.atlassian.servicedesk.bootstrap.lifecycle.PluginLifeCycle.runPluginStartupSideEffectsImpl(PluginLifeCycle.java:345)
      at com.atlassian.servicedesk.bootstrap.lifecycle.PluginLifeCycle.access$000(PluginLifeCycle.java:39)
      at com.atlassian.servicedesk.bootstrap.lifecycle.PluginLifeCycle$1.run(PluginLifeCycle.java:276)
      at com.atlassian.servicedesk.bootstrap.lifecycle.LifecycleLock.writeImpl(LifecycleLock.java:115)
      at com.atlassian.servicedesk.bootstrap.lifecycle.LifecycleLock.runOnStartup(LifecycleLock.java:87)
      at com.atlassian.servicedesk.bootstrap.lifecycle.PluginLifeCycle.runPluginStartupSideEffects(PluginLifeCycle.java:271)
      at com.atlassian.servicedesk.bootstrap.lifecycle.PluginLifeCycle.onPluginStarted(PluginLifeCycle.java:116)
      at com.atlassian.servicedesk.bootstrap.lifecycle.Launcher.onStartCompleted(Launcher.java:97)
      at com.atlassian.servicedesk.bootstrap.lifecycle.Launcher.access$000(Launcher.java:29)
      at com.atlassian.servicedesk.bootstrap.lifecycle.Launcher$1$1.run(Launcher.java:59)
      at com.atlassian.pocketknife.api.util.runners.SealedRunner.checkSeals(SealedRunner.java:104)
      at com.atlassian.pocketknife.api.util.runners.SealedRunner.breakSeal(SealedRunner.java:59)
      at com.atlassian.servicedesk.bootstrap.lifecycle.Launcher.onStart(Launcher.java:89)
      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:68)
      ... 3 filtered
      at java.lang.reflect.Method.invoke(Method.java:497)
      at com.atlassian.event.internal.SingleParameterMethodListenerInvoker.invoke(SingleParameterMethodListenerInvoker.java:36)
      ... 31 more
Caused by: java.lang.ClassNotFoundException: org.apache.commons.lang.exception.ExceptionUtils not found by com.atlassian.jira.jira-email-processor-plugin [64]
      ....

      Workaround

      Restart JIRA instance to fix the missing SLA.

      Attachments

        Issue Links

          is cloned from

          SHER-400 Loading...

          mentioned in

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            People

              miruflin Michael Ruflin
              vkharisma vkharisma (Inactive)
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              Dates

                Created:
                Updated:
                Resolved: