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Details

Type: Bug
Resolution: Unresolved
Priority: Low
Fix Version/s: None
Affects Version/s: 3.0.0
Component/s: Email - Incoming
Labels:
- affects-server
- pm

Support reference count:
4
Symptom Severity:
Severity 3 - Minor
UIS:
0
Bug Fix Policy:
View Atlassian Server bug fix policy

Description

Summary

JIRA Service Desk is not creating or updating issues via email. Restarting JIRA solves the problem, but after some time, the problem happens again.
The following appears in the application.xml:

<service>
  <name>Mail handler used by JIRA Service Desk. Do not modify or delete. 10,200</name>
  <delay>60ms</delay>
  <status>unloaded</status>
</service>
<service>
  <name>Mail handler used by JIRA Service Desk. Do not modify or delete. 10,201</name>
  <delay>60ms</delay>
  <status>unloaded</status>
</service>
<service>
  <name>Mail handler used by JIRA Service Desk. Do not modify or delete. 10,300</name>
  <delay>60ms</delay>
  <status>unloaded</status>
</service>

Note that all the status for the Service of the Mail Handler is unloaded.

Steps to Reproduce

Was not able to reproduce this problem locally.

Expected Results

Incoming emails should be able to create or update existing issues.

Actual Results

Incoming emails are not creating or updating existing issues.
The following appears in the atlassian-jira.log:

2016-02-18 09:52:43,156 localhost-startStop-1 ERROR      [c.a.jira.service.OfBizServiceConfigStore] Unable to create a service config for service with the name : Mail handler used by JIRA Service Desk. Do not modify or delete. 10,200
com.atlassian.jira.service.OfBizServiceConfigStore$ClassNotFoundServiceException: Could not find class: com.atlassian.servicedesk.squalor.email.ServiceDeskMailFetcherService
    at com.atlassian.jira.service.OfBizServiceConfigStore.instantiateServiceContainer(OfBizServiceConfigStore.java:249)
    at com.atlassian.jira.service.OfBizServiceConfigStore.getServiceContainer(OfBizServiceConfigStore.java:209)
    at com.atlassian.jira.service.OfBizServiceConfigStore.getAllServiceConfigs(OfBizServiceConfigStore.java:194)
    at com.atlassian.jira.service.DefaultServiceManager$ServicesCacheSupplier.loadServiceConfigs(DefaultServiceManager.java:727)
    at com.atlassian.jira.service.DefaultServiceManager$ServicesCacheSupplier.get(DefaultServiceManager.java:716)
    at com.atlassian.jira.service.DefaultServiceManager$ServicesCacheSupplier.get(DefaultServiceManager.java:709)
    at com.atlassian.cache.memory.MemoryCacheManager$1$1.load(MemoryCacheManager.java:67)
    at com.atlassian.cache.memory.MemoryCacheManager$1$1.load(MemoryCacheManager.java:63)
    at com.google.common.cache.LocalCache$LoadingValueReference.loadFuture(LocalCache.java:3527)
    at com.google.common.cache.LocalCache$Segment.loadSync(LocalCache.java:2319)
    at com.google.common.cache.LocalCache$Segment.lockedGetOrLoad(LocalCache.java:2282)
    at com.google.common.cache.LocalCache$Segment.get(LocalCache.java:2197)
    at com.google.common.cache.LocalCache.get(LocalCache.java:3937)
    at com.google.common.cache.LocalCache.getOrLoad(LocalCache.java:3941)
    at com.google.common.cache.LocalCache$LocalLoadingCache.get(LocalCache.java:4824)
    at com.google.common.cache.LocalCache$LocalLoadingCache.getUnchecked(LocalCache.java:4830)
    at com.atlassian.cache.memory.DelegatingCachedReference.getUnderLock(DelegatingCachedReference.java:72)
    at com.atlassian.cache.memory.DelegatingCachedReference.get(DelegatingCachedReference.java:58)
    at com.atlassian.jira.service.DefaultServiceManager.getServiceCache(DefaultServiceManager.java:640)
    at com.atlassian.jira.service.DefaultServiceManager.getServices(DefaultServiceManager.java:129)
    at com.atlassian.jira.service.DefaultServiceManager.ensureServicesScheduled(DefaultServiceManager.java:645)
    at com.atlassian.jira.service.DefaultServiceManager.start(DefaultServiceManager.java:115)
    at com.atlassian.jira.ComponentManager.runStartable(ComponentManager.java:301)
    at com.atlassian.jira.ComponentManager.quickStart(ComponentManager.java:215)
    at com.atlassian.jira.ComponentManager.start(ComponentManager.java:168)
    at com.atlassian.jira.upgrade.PluginSystemLauncher.start(PluginSystemLauncher.java:35)
    at com.atlassian.jira.startup.DefaultJiraLauncher.lambda$postDbLaunch$175(DefaultJiraLauncher.java:136)
    at com.atlassian.jira.startup.DefaultJiraLauncher$$Lambda$15/1403746571.run(Unknown Source)
    at com.atlassian.jira.config.database.DatabaseConfigurationManagerImpl.doNowOrEnqueue(DatabaseConfigurationManagerImpl.java:356)
    at com.atlassian.jira.config.database.DatabaseConfigurationManagerImpl.doNowOrWhenDatabaseActivated(DatabaseConfigurationManagerImpl.java:226)
    at com.atlassian.jira.startup.DefaultJiraLauncher.postDbLaunch(DefaultJiraLauncher.java:126)
    at com.atlassian.jira.startup.DefaultJiraLauncher.lambda$start$173(DefaultJiraLauncher.java:92)
    at com.atlassian.jira.startup.DefaultJiraLauncher$$Lambda$2/371446540.run(Unknown Source)
    at com.atlassian.jira.util.devspeed.JiraDevSpeedTimer.run(JiraDevSpeedTimer.java:34)
    at com.atlassian.jira.startup.DefaultJiraLauncher.start(DefaultJiraLauncher.java:90)
    at com.atlassian.jira.startup.LauncherContextListener.contextInitialized(LauncherContextListener.java:84)
    ... 5 filtered
    at java.util.concurrent.FutureTask.run(FutureTask.java:266)
    at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1142)
    at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:617)
    at java.lang.Thread.run(Thread.java:745)
Caused by: java.lang.ClassNotFoundException: Class 'com.atlassian.servicedesk.squalor.email.ServiceDeskMailFetcherService' not found.
    at com.atlassian.jira.plugin.DefaultComponentClassManager.constructEvenIfNotEnabled(DefaultComponentClassManager.java:160)
    at com.atlassian.jira.plugin.DefaultComponentClassManager.newInstance(DefaultComponentClassManager.java:72)
    at com.atlassian.jira.service.OfBizServiceConfigStore.loadServiceClass(OfBizServiceConfigStore.java:385)
    at com.atlassian.jira.service.OfBizServiceConfigStore.instantiateServiceContainer(OfBizServiceConfigStore.java:244)
    ... 44 more

Further analyzing the atlassian-jira.log, you will be able to see some patterns in the errors:

Database warning:

2016-03-11 08:40:04,518 http-nio-8080-exec-20 ERROR DEdwards 520x68989x1 3f3x0w 10.10.99.18:4591,0:0:0:0:0:0:0:1 /secure/DeleteIssue.jspa [c.a.s.i.f.customer.request.RequestActivityIssueListener] Failed to store issue property 'request.public-activity.lastupdated', errors: [The specified Issue does not exist in the system.]
2016-03-11 08:40:40,409 Caesium-1-2 WARN anonymous [c.a.jira.ofbiz.ConnectionPoolHealthSqlInterceptor] Dangerous use of multiple connections: taken => count=3; marks=[2-3]; pool=2/20
2016-03-11 08:40:40,409 Caesium-1-2 WARN anonymous [c.a.jira.ofbiz.ConnectionPoolHealthSqlInterceptor] Dangerous use of multiple connections: replaced => count=2; marks=[1-3]; pool=1/20
2016-03-11 08:40:40,409 Caesium-1-2 WARN anonymous [c.a.jira.ofbiz.ConnectionPoolHealthSqlInterceptor] Dangerous use of multiple connections: replaced => count=1; marks=[0-3]; pool=0/20
2016-03-11 08:40:40,409 Caesium-1-2 WARN anonymous [c.a.jira.ofbiz.ConnectionPoolHealthSqlInterceptor] Dangerous use of multiple connections: replaced => count=0; marks=[-1-3]; pool=-1/20

NoClassDefFoundError:

2016-03-11 08:40:40,409 Caesium-1-2 ERROR anonymous [c.a.scheduler.core.JobLauncher] Scheduled job with ID 'com.atlassian.jira.internal.mail.services.MailProcessorJobRunner' failed due to binary incompatibilities
java.lang.NoClassDefFoundError: javax/xml/transform/Source
    at java.lang.Class.getDeclaredConstructors0(Native Method)
    at java.lang.Class.privateGetDeclaredConstructors(Class.java:2671)
    at java.lang.Class.getConstructor0(Class.java:3075)
    at java.lang.Class.newInstance(Class.java:412)
...

UnsupportedOperationException:

2016-03-11 08:40:46,550 Caesium-1-2 ERROR anonymous Mail handler used by JIRA Service Desk. Do not modify or delete. 10,200 [c.a.jira.service.ServiceRunner] An error occurred while trying to run service 'Mail handler used by JIRA Service Desk. Do not modify or delete. 10,200'. This method is not supported in an UnloadableJiraServiceContainer
java.lang.UnsupportedOperationException: This method is not supported in an UnloadableJiraServiceContainer
    at com.atlassian.jira.service.UnloadableJiraServiceContainer.run(UnloadableJiraServiceContainer.java:122)
    at com.atlassian.jira.service.ServiceRunner.runService(ServiceRunner.java:77)
...

Notes

Performed 2 steps which fixed the problem:

Add validation-query in dbconfig.xml file as per Surviving Connection Closures.
Update Service Desk to 3.1.1.

Attachments

Issue Links

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JIRA Service Desk mail handler shows as unloaded

Details

Description

Summary

Steps to Reproduce

Expected Results

Actual Results

Notes

Attachments

Issue Links

Activity

People

Dates

Backbone Issue Sync