[JSDSERVER-12210] There was a problem completing the current request error message while linking a KB from Jira OnPrem to Confluence Cloud

Type: Bug
Resolution: Fixed
Priority: High
Fix Version/s: 4.20.17, 5.4.2, 5.6.0, 5.5.2
Affects Version/s: 4.22.2, 4.20.10, 5.1.0, 4.20.12
Component/s: API and Integrations, Knowledge Base
Labels:
None

Support reference count:
2
Symptom Severity:
Severity 2 - Major
UIS:
31
Bug Fix Policy:
View Atlassian Server bug fix policy

Issue Summary

When we have a Jira OnPrem connected to Confluence Cloud, it might be possible the connection stops working.

Steps to Reproduce

Have Jira OnPrem integrating with Confluence Cloud using the Confluence Cloud Integration, which was working previously.
Try to link a KB to an Issue
We should see a message like this "There was a problem completing the current request" from the UI.

Expected Results

The KB should be linked with no issues.

Actual Results

A warning message ("There was a problem completing the current request) shows on the UI, and the task will not be completed.

From the logs in the atlassian-jira.log file, we should see several StackOverFlowError while Jira is running some REST APIs against Confluence Cloud. Like the sample below -

 2022-09-22 21:53:53,308+0000 http-nio-8080-exec-26465 url: /rest/servicedesk/1/servicedesk/HD/kb/CONFLUENCE_CLOUD/space; user: xxxxx ERROR xxxxx 1313x14878224x1 c17btf xx.xx.xx.xx /rest/servicedesk/1/servicedesk/HD/kb/CONFLUENCE_CLOUD/space [c.a.p.r.c.error.jersey.ThrowableExceptionMapper] Uncaught exception thrown by REST service: null
java.lang.StackOverflowError
    at java.base/java.lang.String.toLowerCase(Unknown Source)
    at java.base/java.lang.String.toLowerCase(Unknown Source)
    at com.sun.jersey.core.util.StringIgnoreCaseKeyComparator.hash(StringIgnoreCaseKeyComparator.java:53)
    at com.sun.jersey.core.util.StringIgnoreCaseKeyComparator.hash(StringIgnoreCaseKeyComparator.java:48)
    at com.sun.jersey.core.util.KeyComparatorHashMap.keyComparatorHash(KeyComparatorHashMap.java:294)
    at com.sun.jersey.core.util.KeyComparatorHashMap.containsKey(KeyComparatorHashMap.java:359)
    at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:102)
    at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)

We may look at the HTTPBasicAuthFilter class.

This issue is caused by a BUG, where the filter allowing to authenticate the request made to Confluence Cloud is added at each request. This is causing a stack overflow when an exception occurs on Confluence side but also eats up a lot of memory unnecessarily even when the request works fine.

Note that the following error might be thrown in the atlassian-servicedesk.log file:

2023-01-03 15:24:24,861-0500 https-jsse-nio-8443-exec-68 url:/issues/rest/se...les/<ISSUE_KEY> username:someuser ERROR <SANITIZED DATA> /rest/servicedesk/knowledgebase/latest/articles/<ISSUE_KEY> [confluenceknowledgebase.cloud.client.ConfluenceCloudClientImpl] Failed to call Confluence Cloud API for path /rest/api/search
com.sun.jersey.api.client.ClientHandlerException: java.lang.IllegalStateException: Stream handler unavailable due to: null
	at com.sun.jersey.client.urlconnection.URLConnectionClientHandler.handle(URLConnectionClientHandler.java:155)
	at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
	at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
	at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
	at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
	at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
	at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
...

Impact of this bug:

For now, there are 2 known symptoms caused by this bug:

When opening any ticket from the Service Management project in the Agent view, the Related Knowledge base articles will show a red exclamation mark without any error:
- More information in the KB article https://confluence.atlassian.com/jirakb/the-related-knowledge-base-articles-panel-shows-a-red-exclamation-mark-without-any-error-1206550574.html
The error There was a problem completing the current request is thrown when trying to select a space while configuring the knowledge base space in a JSM project
- More information in the KB article https://confluence.atlassian.com/jirakb/error-when-trying-to-configure-a-knowledge-base-in-a-service-management-project-1085200961.html

Workaround

Currently, the only workaround is to restart the Jira Service to clean the service object, because the filter is added on every request after the service is constructed (on startup).

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20/Jan/2023 1:44 PM
81 kB
Julien Rey
Screenshot 2022-12-22 141611_2022-12-22T20_28_05.310Z.png
17/Jan/2023 4:07 PM
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Julien Rey

is related to

JSDSERVER-12130 "Browse Project" permission set to specific values overrides the customer permission that results in the project getting exposed in the customer portal

Closed

mentioned in: Page Failed to load; Page Failed to load; Page Failed to load

relates to: JSMDC-15361 You do not have permission to view this issue

Artur Moura (Inactive) made changes - 14/Nov/2023 12:06 AM

Remote Link

New: This issue links to "Page (Confluence)" [ 837060 ]

goose (Inactive) made changes - 05/Jul/2023 2:23 AM

Remote Link

New: This issue links to "Page (Confluence)" [ 783337 ]

Yann made changes - 01/Feb/2023 12:21 AM

Remote Link

New: This issue links to "Page (Confluence)" [ 726584 ]

Julien Rey made changes - 20/Jan/2023 1:45 PM

Description

Original: h3. Issue Summary

When we have a Jira OnPrem connected to Confluence Cloud, it might be possible the connection stops working.
h3. Steps to Reproduce
# Have Jira OnPrem integrating with Confluence Cloud using the [Confluence Cloud Integration|https://confluence.atlassian.com/servicemanagementserver050/set-up-a-knowledge-base-with-confluence-cloud-1142253068.html], which was working previously.
# Try to link a KB to an Issue
# We should see a message like this "There was a problem completing the current request" from the UI.

h3. Expected Results

The KB should be linked with no issues.
h3. Actual Results

A warning message ("{{{}There was a problem completing the current request{}}}) shows on the UI, and the task will not be completed.

From the logs in the *atlassian-jira.log* file, we should see several {{StackOverFlowError}} while Jira is running some REST APIs against Confluence Cloud. Like the sample below -
{code:java}
2022-09-22 21:53:53,308+0000 http-nio-8080-exec-26465 url: /rest/servicedesk/1/servicedesk/HD/kb/CONFLUENCE_CLOUD/space; user: xxxxx ERROR xxxxx 1313x14878224x1 c17btf xx.xx.xx.xx /rest/servicedesk/1/servicedesk/HD/kb/CONFLUENCE_CLOUD/space [c.a.p.r.c.error.jersey.ThrowableExceptionMapper] Uncaught exception thrown by REST service: null
java.lang.StackOverflowError
    at java.base/java.lang.String.toLowerCase(Unknown Source)
    at java.base/java.lang.String.toLowerCase(Unknown Source)
    at com.sun.jersey.core.util.StringIgnoreCaseKeyComparator.hash(StringIgnoreCaseKeyComparator.java:53)
    at com.sun.jersey.core.util.StringIgnoreCaseKeyComparator.hash(StringIgnoreCaseKeyComparator.java:48)
    at com.sun.jersey.core.util.KeyComparatorHashMap.keyComparatorHash(KeyComparatorHashMap.java:294)
    at com.sun.jersey.core.util.KeyComparatorHashMap.containsKey(KeyComparatorHashMap.java:359)
    at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:102)
    at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
{code}
We may look at the {{HTTPBasicAuthFilter}} class.

This issue is caused by a BUG, where the filter allowing to authenticate the request made to Confluence Cloud is added at each request. This is causing a stack overflow when an exception occurs on Confluence side but also eats up a lot of memory unnecessarily even when the request works fine.

(!) Note that the following error might be thrown in the *atlassian-servicedesk.log* file:
{code:java}
2023-01-03 15:24:24,861-0500 https-jsse-nio-8443-exec-68 url:/issues/rest/se...les/<ISSUE_KEY> username:someuser ERROR <SANITIZED DATA> /rest/servicedesk/knowledgebase/latest/articles/<ISSUE_KEY> [confluenceknowledgebase.cloud.client.ConfluenceCloudClientImpl] Failed to call Confluence Cloud API for path /rest/api/search
com.sun.jersey.api.client.ClientHandlerException: java.lang.IllegalStateException: Stream handler unavailable due to: null
at com.sun.jersey.client.urlconnection.URLConnectionClientHandler.handle(URLConnectionClientHandler.java:155)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
...{code}

h3. Impact of this bug:

For now, there are 2 known symptoms caused by this bug:
- When opening any ticket from the Service Management project in the Agent view, the *Related Knowledge base articles* will show a red exclamation mark without any error:
!Screenshot 2022-12-22 141611_2022-12-22T20_28_05.310Z.png|thumbnail!
- The error *There was a problem completing the current request* is thrown when trying to select a space while configuring the knowledge base space in a JSM project
!OtherSymptom.png|thumbnail!

h3. Workaround

Currently, the only workaround is to restart the Jira Service to clean the service object, because the filter is added on every request after the service is constructed (on startup).

New: h3. Issue Summary

When we have a Jira OnPrem connected to Confluence Cloud, it might be possible the connection stops working.
h3. Steps to Reproduce
# Have Jira OnPrem integrating with Confluence Cloud using the [Confluence Cloud Integration|https://confluence.atlassian.com/servicemanagementserver050/set-up-a-knowledge-base-with-confluence-cloud-1142253068.html], which was working previously.
# Try to link a KB to an Issue
# We should see a message like this "There was a problem completing the current request" from the UI.

h3. Expected Results

The KB should be linked with no issues.
h3. Actual Results

A warning message ("{{{}There was a problem completing the current request{}}}) shows on the UI, and the task will not be completed.

From the logs in the *atlassian-jira.log* file, we should see several {{StackOverFlowError}} while Jira is running some REST APIs against Confluence Cloud. Like the sample below -
{code:java}
2022-09-22 21:53:53,308+0000 http-nio-8080-exec-26465 url: /rest/servicedesk/1/servicedesk/HD/kb/CONFLUENCE_CLOUD/space; user: xxxxx ERROR xxxxx 1313x14878224x1 c17btf xx.xx.xx.xx /rest/servicedesk/1/servicedesk/HD/kb/CONFLUENCE_CLOUD/space [c.a.p.r.c.error.jersey.ThrowableExceptionMapper] Uncaught exception thrown by REST service: null
java.lang.StackOverflowError
    at java.base/java.lang.String.toLowerCase(Unknown Source)
    at java.base/java.lang.String.toLowerCase(Unknown Source)
    at com.sun.jersey.core.util.StringIgnoreCaseKeyComparator.hash(StringIgnoreCaseKeyComparator.java:53)
    at com.sun.jersey.core.util.StringIgnoreCaseKeyComparator.hash(StringIgnoreCaseKeyComparator.java:48)
    at com.sun.jersey.core.util.KeyComparatorHashMap.keyComparatorHash(KeyComparatorHashMap.java:294)
    at com.sun.jersey.core.util.KeyComparatorHashMap.containsKey(KeyComparatorHashMap.java:359)
    at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:102)
    at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
{code}
We may look at the {{HTTPBasicAuthFilter}} class.

This issue is caused by a BUG, where the filter allowing to authenticate the request made to Confluence Cloud is added at each request. This is causing a stack overflow when an exception occurs on Confluence side but also eats up a lot of memory unnecessarily even when the request works fine.

(!) Note that the following error might be thrown in the *atlassian-servicedesk.log* file:
{code:java}
2023-01-03 15:24:24,861-0500 https-jsse-nio-8443-exec-68 url:/issues/rest/se...les/<ISSUE_KEY> username:someuser ERROR <SANITIZED DATA> /rest/servicedesk/knowledgebase/latest/articles/<ISSUE_KEY> [confluenceknowledgebase.cloud.client.ConfluenceCloudClientImpl] Failed to call Confluence Cloud API for path /rest/api/search
com.sun.jersey.api.client.ClientHandlerException: java.lang.IllegalStateException: Stream handler unavailable due to: null
at com.sun.jersey.client.urlconnection.URLConnectionClientHandler.handle(URLConnectionClientHandler.java:155)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
...{code}

h3. Impact of this bug:

For now, there are 2 known symptoms caused by this bug:
- When opening any ticket from the Service Management project in the Agent view, the *Related Knowledge base articles* will show a red exclamation mark without any error:
!Screenshot 2022-12-22 141611_2022-12-22T20_28_05.310Z.png|thumbnail!
-- More information in the KB article https://confluence.atlassian.com/jirakb/the-related-knowledge-base-articles-panel-shows-a-red-exclamation-mark-without-any-error-1206550574.html
- The error *There was a problem completing the current request* is thrown when trying to select a space while configuring the knowledge base space in a JSM project
!OtherSymptom.png|thumbnail!
-- More information in the KB article https://confluence.atlassian.com/jirakb/error-when-trying-to-configure-a-knowledge-base-in-a-service-management-project-1085200961.html

h3. Workaround

Currently, the only workaround is to restart the Jira Service to clean the service object, because the filter is added on every request after the service is constructed (on startup).

Julien Rey made changes - 20/Jan/2023 1:44 PM

Description

Original: h3. Issue Summary

When we have a Jira OnPrem connected to Confluence Cloud, it might be possible the connection stops working.
h3. Steps to Reproduce
# Have Jira OnPrem integrating with Confluence Cloud using the [Confluence Cloud Integration|https://confluence.atlassian.com/servicemanagementserver050/set-up-a-knowledge-base-with-confluence-cloud-1142253068.html], which was working previously.
# Try to link a KB to an Issue
# We should see a message like this "There was a problem completing the current request" from the UI.

h3. Expected Results

The KB should be linked with no issues.
h3. Actual Results

A warning message ("{{{}There was a problem completing the current request{}}}) shows on the UI, and the task will not be completed.

From the logs in the *atlassian-jira.log* file, we should see several {{StackOverFlowError}} while Jira is running some REST APIs against Confluence Cloud. Like the sample below -
{code:java}
2022-09-22 21:53:53,308+0000 http-nio-8080-exec-26465 url: /rest/servicedesk/1/servicedesk/HD/kb/CONFLUENCE_CLOUD/space; user: xxxxx ERROR xxxxx 1313x14878224x1 c17btf xx.xx.xx.xx /rest/servicedesk/1/servicedesk/HD/kb/CONFLUENCE_CLOUD/space [c.a.p.r.c.error.jersey.ThrowableExceptionMapper] Uncaught exception thrown by REST service: null
java.lang.StackOverflowError
    at java.base/java.lang.String.toLowerCase(Unknown Source)
    at java.base/java.lang.String.toLowerCase(Unknown Source)
    at com.sun.jersey.core.util.StringIgnoreCaseKeyComparator.hash(StringIgnoreCaseKeyComparator.java:53)
    at com.sun.jersey.core.util.StringIgnoreCaseKeyComparator.hash(StringIgnoreCaseKeyComparator.java:48)
    at com.sun.jersey.core.util.KeyComparatorHashMap.keyComparatorHash(KeyComparatorHashMap.java:294)
    at com.sun.jersey.core.util.KeyComparatorHashMap.containsKey(KeyComparatorHashMap.java:359)
    at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:102)
    at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
{code}
We may look at the {{HTTPBasicAuthFilter}} class.

This issue is caused by a BUG, where the filter allowing to authenticate the request made to Confluence Cloud is added at each request. This is causing a stack overflow when an exception occurs on Confluence side but also eats up a lot of memory unnecessarily even when the request works fine.

(!) Note that the following error might be thrown in the *atlassian-servicedesk.log* file:
{code:java}
2023-01-03 15:24:24,861-0500 https-jsse-nio-8443-exec-68 url:/issues/rest/se...les/<ISSUE_KEY> username:someuser ERROR <SANITIZED DATA> /rest/servicedesk/knowledgebase/latest/articles/<ISSUE_KEY> [confluenceknowledgebase.cloud.client.ConfluenceCloudClientImpl] Failed to call Confluence Cloud API for path /rest/api/search
com.sun.jersey.api.client.ClientHandlerException: java.lang.IllegalStateException: Stream handler unavailable due to: null
at com.sun.jersey.client.urlconnection.URLConnectionClientHandler.handle(URLConnectionClientHandler.java:155)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
...{code}

h3. Impact of this bug:

For now, there are 2 known symptoms caused by this bug:
- When opening any ticket from the Service Management project in the Agent view, the *Related Knowledge base articles* will show a red exclamation mark without any error:
!Screenshot 2022-12-22 141611_2022-12-22T20_28_05.310Z.png|thumbnail!
- The error *There was a problem completing the current request* is thrown when trying to select a space while configuring the knowledge base space in a JSM project

h3. Workaround

Currently, the only workaround is to restart the Jira Service to clean the service object, because the filter is added on every request after the service is constructed (on startup).

New: h3. Issue Summary

When we have a Jira OnPrem connected to Confluence Cloud, it might be possible the connection stops working.
h3. Steps to Reproduce
# Have Jira OnPrem integrating with Confluence Cloud using the [Confluence Cloud Integration|https://confluence.atlassian.com/servicemanagementserver050/set-up-a-knowledge-base-with-confluence-cloud-1142253068.html], which was working previously.
# Try to link a KB to an Issue
# We should see a message like this "There was a problem completing the current request" from the UI.

h3. Expected Results

The KB should be linked with no issues.
h3. Actual Results

A warning message ("{{{}There was a problem completing the current request{}}}) shows on the UI, and the task will not be completed.

From the logs in the *atlassian-jira.log* file, we should see several {{StackOverFlowError}} while Jira is running some REST APIs against Confluence Cloud. Like the sample below -
{code:java}
2022-09-22 21:53:53,308+0000 http-nio-8080-exec-26465 url: /rest/servicedesk/1/servicedesk/HD/kb/CONFLUENCE_CLOUD/space; user: xxxxx ERROR xxxxx 1313x14878224x1 c17btf xx.xx.xx.xx /rest/servicedesk/1/servicedesk/HD/kb/CONFLUENCE_CLOUD/space [c.a.p.r.c.error.jersey.ThrowableExceptionMapper] Uncaught exception thrown by REST service: null
java.lang.StackOverflowError
    at java.base/java.lang.String.toLowerCase(Unknown Source)
    at java.base/java.lang.String.toLowerCase(Unknown Source)
    at com.sun.jersey.core.util.StringIgnoreCaseKeyComparator.hash(StringIgnoreCaseKeyComparator.java:53)
    at com.sun.jersey.core.util.StringIgnoreCaseKeyComparator.hash(StringIgnoreCaseKeyComparator.java:48)
    at com.sun.jersey.core.util.KeyComparatorHashMap.keyComparatorHash(KeyComparatorHashMap.java:294)
    at com.sun.jersey.core.util.KeyComparatorHashMap.containsKey(KeyComparatorHashMap.java:359)
    at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:102)
    at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
{code}
We may look at the {{HTTPBasicAuthFilter}} class.

This issue is caused by a BUG, where the filter allowing to authenticate the request made to Confluence Cloud is added at each request. This is causing a stack overflow when an exception occurs on Confluence side but also eats up a lot of memory unnecessarily even when the request works fine.

(!) Note that the following error might be thrown in the *atlassian-servicedesk.log* file:
{code:java}
2023-01-03 15:24:24,861-0500 https-jsse-nio-8443-exec-68 url:/issues/rest/se...les/<ISSUE_KEY> username:someuser ERROR <SANITIZED DATA> /rest/servicedesk/knowledgebase/latest/articles/<ISSUE_KEY> [confluenceknowledgebase.cloud.client.ConfluenceCloudClientImpl] Failed to call Confluence Cloud API for path /rest/api/search
com.sun.jersey.api.client.ClientHandlerException: java.lang.IllegalStateException: Stream handler unavailable due to: null
at com.sun.jersey.client.urlconnection.URLConnectionClientHandler.handle(URLConnectionClientHandler.java:155)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
...{code}

h3. Impact of this bug:

For now, there are 2 known symptoms caused by this bug:
- When opening any ticket from the Service Management project in the Agent view, the *Related Knowledge base articles* will show a red exclamation mark without any error:
!Screenshot 2022-12-22 141611_2022-12-22T20_28_05.310Z.png|thumbnail!
- The error *There was a problem completing the current request* is thrown when trying to select a space while configuring the knowledge base space in a JSM project
!OtherSymptom.png|thumbnail!

h3. Workaround

Currently, the only workaround is to restart the Jira Service to clean the service object, because the filter is added on every request after the service is constructed (on startup).

Julien Rey made changes - 20/Jan/2023 1:44 PM

Attachment

New: OtherSymptom.png [ 432939 ]

Julien Rey made changes - 20/Jan/2023 1:43 PM

Description

Original: h3. Issue Summary

When we have a Jira OnPrem connected to Confluence Cloud, it might be possible the connection stops working.
h3. Steps to Reproduce
# Have Jira OnPrem integrating with Confluence Cloud using the [Confluence Cloud Integration|https://confluence.atlassian.com/servicemanagementserver050/set-up-a-knowledge-base-with-confluence-cloud-1142253068.html], which was working previously.
# Try to link a KB to an Issue
# We should see a message like this "There was a problem completing the current request" from the UI.

h3. Expected Results

The KB should be linked with no issues.
h3. Actual Results

A warning message ("{{{}There was a problem completing the current request{}}}) shows on the UI, and the task will not be completed.

From the logs in the *atlassian-jira.log* file, we should see several {{StackOverFlowError}} while Jira is running some REST APIs against Confluence Cloud. Like the sample below -
{code:java}
2022-09-22 21:53:53,308+0000 http-nio-8080-exec-26465 url: /rest/servicedesk/1/servicedesk/HD/kb/CONFLUENCE_CLOUD/space; user: xxxxx ERROR xxxxx 1313x14878224x1 c17btf xx.xx.xx.xx /rest/servicedesk/1/servicedesk/HD/kb/CONFLUENCE_CLOUD/space [c.a.p.r.c.error.jersey.ThrowableExceptionMapper] Uncaught exception thrown by REST service: null
java.lang.StackOverflowError
    at java.base/java.lang.String.toLowerCase(Unknown Source)
    at java.base/java.lang.String.toLowerCase(Unknown Source)
    at com.sun.jersey.core.util.StringIgnoreCaseKeyComparator.hash(StringIgnoreCaseKeyComparator.java:53)
    at com.sun.jersey.core.util.StringIgnoreCaseKeyComparator.hash(StringIgnoreCaseKeyComparator.java:48)
    at com.sun.jersey.core.util.KeyComparatorHashMap.keyComparatorHash(KeyComparatorHashMap.java:294)
    at com.sun.jersey.core.util.KeyComparatorHashMap.containsKey(KeyComparatorHashMap.java:359)
    at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:102)
    at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
{code}
We may look at the {{HTTPBasicAuthFilter}} class.

This issue is caused by a BUG, where the filter allowing to authenticate the request made to Confluence Cloud is added at each request. This is causing a stack overflow when an exception occurs on Confluence side but also eats up a lot of memory unnecessarily even when the request works fine.

(!) Note that the following error might be thrown in the *atlassian-servicedesk.log* file:
{code:java}
2023-01-03 15:24:24,861-0500 https-jsse-nio-8443-exec-68 url:/issues/rest/se...les/<ISSUE_KEY> username:someuser ERROR <SANITIZED DATA> /rest/servicedesk/knowledgebase/latest/articles/<ISSUE_KEY> [confluenceknowledgebase.cloud.client.ConfluenceCloudClientImpl] Failed to call Confluence Cloud API for path /rest/api/search
com.sun.jersey.api.client.ClientHandlerException: java.lang.IllegalStateException: Stream handler unavailable due to: null
at com.sun.jersey.client.urlconnection.URLConnectionClientHandler.handle(URLConnectionClientHandler.java:155)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
...{code}
h3. Other symptom

When opening any ticket from the Service Management project in the Agent view, the *Related Knowledge base articles* will show a red exclamation mark without any error:
!Screenshot 2022-12-22 141611_2022-12-22T20_28_05.310Z.png|thumbnail!
h3. Workaround

Currently, the only workaround is to restart the Jira Service to clean the service object, because the filter is added on every request after the service is constructed (on startup).

New: h3. Issue Summary

When we have a Jira OnPrem connected to Confluence Cloud, it might be possible the connection stops working.
h3. Steps to Reproduce
# Have Jira OnPrem integrating with Confluence Cloud using the [Confluence Cloud Integration|https://confluence.atlassian.com/servicemanagementserver050/set-up-a-knowledge-base-with-confluence-cloud-1142253068.html], which was working previously.
# Try to link a KB to an Issue
# We should see a message like this "There was a problem completing the current request" from the UI.

h3. Expected Results

The KB should be linked with no issues.
h3. Actual Results

A warning message ("{{{}There was a problem completing the current request{}}}) shows on the UI, and the task will not be completed.

From the logs in the *atlassian-jira.log* file, we should see several {{StackOverFlowError}} while Jira is running some REST APIs against Confluence Cloud. Like the sample below -
{code:java}
2022-09-22 21:53:53,308+0000 http-nio-8080-exec-26465 url: /rest/servicedesk/1/servicedesk/HD/kb/CONFLUENCE_CLOUD/space; user: xxxxx ERROR xxxxx 1313x14878224x1 c17btf xx.xx.xx.xx /rest/servicedesk/1/servicedesk/HD/kb/CONFLUENCE_CLOUD/space [c.a.p.r.c.error.jersey.ThrowableExceptionMapper] Uncaught exception thrown by REST service: null
java.lang.StackOverflowError
    at java.base/java.lang.String.toLowerCase(Unknown Source)
    at java.base/java.lang.String.toLowerCase(Unknown Source)
    at com.sun.jersey.core.util.StringIgnoreCaseKeyComparator.hash(StringIgnoreCaseKeyComparator.java:53)
    at com.sun.jersey.core.util.StringIgnoreCaseKeyComparator.hash(StringIgnoreCaseKeyComparator.java:48)
    at com.sun.jersey.core.util.KeyComparatorHashMap.keyComparatorHash(KeyComparatorHashMap.java:294)
    at com.sun.jersey.core.util.KeyComparatorHashMap.containsKey(KeyComparatorHashMap.java:359)
    at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:102)
    at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
{code}
We may look at the {{HTTPBasicAuthFilter}} class.

This issue is caused by a BUG, where the filter allowing to authenticate the request made to Confluence Cloud is added at each request. This is causing a stack overflow when an exception occurs on Confluence side but also eats up a lot of memory unnecessarily even when the request works fine.

(!) Note that the following error might be thrown in the *atlassian-servicedesk.log* file:
{code:java}
2023-01-03 15:24:24,861-0500 https-jsse-nio-8443-exec-68 url:/issues/rest/se...les/<ISSUE_KEY> username:someuser ERROR <SANITIZED DATA> /rest/servicedesk/knowledgebase/latest/articles/<ISSUE_KEY> [confluenceknowledgebase.cloud.client.ConfluenceCloudClientImpl] Failed to call Confluence Cloud API for path /rest/api/search
com.sun.jersey.api.client.ClientHandlerException: java.lang.IllegalStateException: Stream handler unavailable due to: null
at com.sun.jersey.client.urlconnection.URLConnectionClientHandler.handle(URLConnectionClientHandler.java:155)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
...{code}

h3. Impact of this bug:

For now, there are 2 known symptoms caused by this bug:
- When opening any ticket from the Service Management project in the Agent view, the *Related Knowledge base articles* will show a red exclamation mark without any error:
!Screenshot 2022-12-22 141611_2022-12-22T20_28_05.310Z.png|thumbnail!
- The error *There was a problem completing the current request* is thrown when trying to select a space while configuring the knowledge base space in a JSM project

h3. Workaround

Currently, the only workaround is to restart the Jira Service to clean the service object, because the filter is added on every request after the service is constructed (on startup).

Julien Rey made changes - 19/Jan/2023 2:25 PM

Description

New: h3. Issue Summary

When we have a Jira OnPrem connected to Confluence Cloud, it might be possible the connection stops working.
h3. Steps to Reproduce
# Have Jira OnPrem integrating with Confluence Cloud using the [Confluence Cloud Integration|https://confluence.atlassian.com/servicemanagementserver050/set-up-a-knowledge-base-with-confluence-cloud-1142253068.html], which was working previously.
# Try to link a KB to an Issue
# We should see a message like this "There was a problem completing the current request" from the UI.

h3. Expected Results

The KB should be linked with no issues.
h3. Actual Results

A warning message ("{{{}There was a problem completing the current request{}}}) shows on the UI, and the task will not be completed.

From the logs in the *atlassian-jira.log* file, we should see several {{StackOverFlowError}} while Jira is running some REST APIs against Confluence Cloud. Like the sample below -
{code:java}
2022-09-22 21:53:53,308+0000 http-nio-8080-exec-26465 url: /rest/servicedesk/1/servicedesk/HD/kb/CONFLUENCE_CLOUD/space; user: xxxxx ERROR xxxxx 1313x14878224x1 c17btf xx.xx.xx.xx /rest/servicedesk/1/servicedesk/HD/kb/CONFLUENCE_CLOUD/space [c.a.p.r.c.error.jersey.ThrowableExceptionMapper] Uncaught exception thrown by REST service: null
java.lang.StackOverflowError
    at java.base/java.lang.String.toLowerCase(Unknown Source)
    at java.base/java.lang.String.toLowerCase(Unknown Source)
    at com.sun.jersey.core.util.StringIgnoreCaseKeyComparator.hash(StringIgnoreCaseKeyComparator.java:53)
    at com.sun.jersey.core.util.StringIgnoreCaseKeyComparator.hash(StringIgnoreCaseKeyComparator.java:48)
    at com.sun.jersey.core.util.KeyComparatorHashMap.keyComparatorHash(KeyComparatorHashMap.java:294)
    at com.sun.jersey.core.util.KeyComparatorHashMap.containsKey(KeyComparatorHashMap.java:359)
    at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:102)
    at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
{code}
We may look at the {{HTTPBasicAuthFilter}} class.

This issue is caused by a BUG, where the filter allowing to authenticate the request made to Confluence Cloud is added at each request. This is causing a stack overflow when an exception occurs on Confluence side but also eats up a lot of memory unnecessarily even when the request works fine.

(!) Note that the following error might be thrown in the *atlassian-servicedesk.log* file:
{code:java}
2023-01-03 15:24:24,861-0500 https-jsse-nio-8443-exec-68 url:/issues/rest/se...les/<ISSUE_KEY> username:someuser ERROR <SANITIZED DATA> /rest/servicedesk/knowledgebase/latest/articles/<ISSUE_KEY> [confluenceknowledgebase.cloud.client.ConfluenceCloudClientImpl] Failed to call Confluence Cloud API for path /rest/api/search
com.sun.jersey.api.client.ClientHandlerException: java.lang.IllegalStateException: Stream handler unavailable due to: null
at com.sun.jersey.client.urlconnection.URLConnectionClientHandler.handle(URLConnectionClientHandler.java:155)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
at com.sun.jersey.api.client.filter.HTTPBasicAuthFilter.handle(HTTPBasicAuthFilter.java:105)
...{code}
h3. Other symptom

When opening any ticket from the Service Management project in the Agent view, the *Related Knowledge base articles* will show a red exclamation mark without any error:
!Screenshot 2022-12-22 141611_2022-12-22T20_28_05.310Z.png|thumbnail!
h3. Workaround

Currently, the only workaround is to restart the Jira Service to clean the service object, because the filter is added on every request after the service is constructed (on startup).

Yann made changes - 18/Jan/2023 12:37 AM

Assignee

New: Yann [ a64d184ae8e6 ]

Bartosz Ornatowski made changes - 18/Jan/2023 12:32 AM

Fix Version/s	Original: 5.4.3 [ 104315 ]
Fix Version/s		New: 5.4.2 [ 104393 ]

Assignee:: Yann

Reporter:: Artur Moura (Inactive)

Affected customers:: 2 This affects my team

Watchers:: 5 Start watching this issue

Created:: 05/Dec/2022 1:46 PM

Updated:: 14/Nov/2023 12:06 AM

Resolved:: 17/Jan/2023 6:21 PM

Jira Service Management Data Center

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