[JSDSERVER-12452] JSM >= 5.5 is not writing ServiceDesk and Insight/Assets logs in Windows

Type: Bug
Resolution: Fixed
Priority: High
Fix Version/s: 5.11.0
Affects Version/s: 5.5.0, 5.6.0, 5.10.2
Component/s: Assets - Core experiences, Jira Service Management
Labels:
None

Support reference count:
5
Symptom Severity:
Severity 3 - Minor
UIS:
1
Bug Fix Policy:
View Atlassian Server bug fix policy

Issue Summary

JSM >= 5.5 is not writing ServiceDesk and Insight/Assets logs in Windows. Probably related to updates made in log4j2.

This is reproducible on Data Center: (yes)

Steps to Reproduce

Deploy JSM 5.5 or 5.6 in Windows (can be also an update)
Perform any action in JSM or Insight that would be logged
1. Insight example: export object schema.
2. JSM example: Edit something in a project's SLA
Logs aren't updated.

Expected Results

The logs atlassian-servicedesk.log and the Insight logs should be populated as they were up to JSM 5.4

Actual Results

The atlassian-servicedesk.log and the Insight logs aren't updated at all. The following stack trace was found at the startup and may be related:

03-Mar-2023 08:35:00.486 INFO [main] org.apache.catalina.core.StandardEngine.startInternal Starting Servlet engine: [Apache Tomcat/9.0.70]
ERROR StatusLogger Unable to create custom ContextSelector. Falling back to default.
 java.lang.ClassNotFoundException: org.apache.logging.log4j.core.selector.BasicContextSelector -Dlog4j2.disableJmx=true -Dlog4j2.garbagefree.threadContextMap=true -Dlog4j2.isWebapp=false -Djava.awt.headless=true
        at java.base/java.net.URLClassLoader.findClass(Unknown Source)
        at java.base/java.lang.ClassLoader.loadClass(Unknown Source)
        at java.base/java.lang.ClassLoader.loadClass(Unknown Source)
        at java.base/java.lang.Class.forName0(Native Method)
        at java.base/java.lang.Class.forName(Unknown Source)
        at org.apache.logging.log4j.util.LoaderUtil.loadClass(LoaderUtil.java:173)
        at org.apache.logging.log4j.util.LoaderUtil.newInstanceOf(LoaderUtil.java:211)
        at org.apache.logging.log4j.util.LoaderUtil.newCheckedInstanceOf(LoaderUtil.java:231)
        at org.apache.logging.log4j.util.LoaderUtil.newCheckedInstanceOfProperty(LoaderUtil.java:255)
        at org.apache.logging.log4j.core.util.Loader.newCheckedInstanceOfProperty(Loader.java:338)
        at org.apache.logging.log4j.core.impl.Log4jContextFactory.createContextSelector(Log4jContextFactory.java:100)
        at org.apache.logging.log4j.core.impl.Log4jContextFactory.<init>(Log4jContextFactory.java:61)
        at java.base/jdk.internal.reflect.NativeConstructorAccessorImpl.newInstance0(Native Method)
        at java.base/jdk.internal.reflect.NativeConstructorAccessorImpl.newInstance(Unknown Source)
        at java.base/jdk.internal.reflect.DelegatingConstructorAccessorImpl.newInstance(Unknown Source)
        at java.base/java.lang.reflect.Constructor.newInstance(Unknown Source)
        at java.base/java.lang.Class.newInstance(Unknown Source)
        at org.apache.logging.log4j.LogManager.<clinit>(LogManager.java:95)
        at com.atlassian.logging.log4j.juli.JuliToLog4jHandler.publish(JuliToLog4jHandler.java:45)
        at java.logging/java.util.logging.Logger.log(Unknown Source)
        at java.logging/java.util.logging.Logger.doLog(Unknown Source)
        at java.logging/java.util.logging.Logger.logp(Unknown Source)
        at org.apache.juli.logging.DirectJDKLog.log(DirectJDKLog.java:173)
        at org.apache.juli.logging.DirectJDKLog.info(DirectJDKLog.java:116)
        at org.apache.jasper.servlet.TldScanner.scanJars(TldScanner.java:264)
        at org.apache.jasper.servlet.TldScanner.scan(TldScanner.java:104)
        at org.apache.jasper.servlet.JasperInitializer.onStartup(JasperInitializer.java:83)
        at org.apache.catalina.core.StandardContext.startInternal(StandardContext.java:5211)
        at org.apache.catalina.util.LifecycleBase.start(LifecycleBase.java:183)
        at org.apache.catalina.core.ContainerBase$StartChild.call(ContainerBase.java:1393)
        at org.apache.catalina.core.ContainerBase$StartChild.call(ContainerBase.java:1383)
        at java.base/java.util.concurrent.FutureTask.run(Unknown Source)
        at org.apache.tomcat.util.threads.InlineExecutorService.execute(InlineExecutorService.java:75)
        at java.base/java.util.concurrent.AbstractExecutorService.submit(Unknown Source)
        at org.apache.catalina.core.ContainerBase.startInternal(ContainerBase.java:916)
        at org.apache.catalina.core.StandardHost.startInternal(StandardHost.java:835)
        at org.apache.catalina.util.LifecycleBase.start(LifecycleBase.java:183)
        at org.apache.catalina.core.ContainerBase$StartChild.call(ContainerBase.java:1393)
        at org.apache.catalina.core.ContainerBase$StartChild.call(ContainerBase.java:1383)
        at java.base/java.util.concurrent.FutureTask.run(Unknown Source)
        at org.apache.tomcat.util.threads.InlineExecutorService.execute(InlineExecutorService.java:75)
        at java.base/java.util.concurrent.AbstractExecutorService.submit(Unknown Source)
        at org.apache.catalina.core.ContainerBase.startInternal(ContainerBase.java:916)
        at org.apache.catalina.core.StandardEngine.startInternal(StandardEngine.java:265)
        at org.apache.catalina.util.LifecycleBase.start(LifecycleBase.java:183)
        at org.apache.catalina.core.StandardService.startInternal(StandardService.java:430)
        at org.apache.catalina.util.LifecycleBase.start(LifecycleBase.java:183)
        at org.apache.catalina.core.StandardServer.startInternal(StandardServer.java:930)
        at org.apache.catalina.util.LifecycleBase.start(LifecycleBase.java:183)
        at org.apache.catalina.startup.Catalina.start(Catalina.java:772)
        at java.base/jdk.internal.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
        at java.base/jdk.internal.reflect.NativeMethodAccessorImpl.invoke(Unknown Source)
        at java.base/jdk.internal.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source)
        at java.base/java.lang.reflect.Method.invoke(Unknown Source)
        at org.apache.catalina.startup.Bootstrap.start(Bootstrap.java:347)
        at org.apache.catalina.startup.Bootstrap.main(Bootstrap.java:478)

Workaround

https://confluence.atlassian.com/adminjiraserver/setting-properties-and-options-on-startup-938847831.html

Follow the "Windows Service" steps here, but looks like they're outdated for the latest settings, so please use:

tomcat9w.exe //ES//JIRA

The first line of the "Java options" are all on one line, this is what is causing the issue, they all need to be on their own line, their separator is the "-D", so seperate each of those options across multiple lines. Here's an example of the start of what the config should look like after you've made the change.

-Dlog4j2.contextSelector=org.apache.logging.log4j.core.selector.BasicContextSelector
-Dlog4j2.disableJmx=true
-Dlog4j2.garbagefree.threadContextMap=true
-Dlog4j2.isWebapp=false
-Djava.awt.headless=true
-Datlassian.standalone=JIRA

Then restart Jira via Windows services.msc.

Alternatively, use the start-up.bat file to start Jira instead of running Jira as a service.

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

Form Name

Alex Cooksey added a comment - 03/Jul/2023 1:55 AM

We're working with the Jira Core team on a permanent fix for this bug.

Currently blocked while we wait, but assured a fix to be complete soon.

Aiming to have resolved in time for the 5.12 LTS.

Alex Cooksey added a comment - 03/Jul/2023 1:55 AM We're working with the Jira Core team on a permanent fix for this bug. Currently blocked while we wait, but assured a fix to be complete soon. Aiming to have resolved in time for the 5.12 LTS.

Details

Description

Issue Summary

Steps to Reproduce

Expected Results

Actual Results

Workaround

Attachments

Issue Links

Forms

Activity

Collapse comment: Alex Cooksey added a comment - 03/Jul/2023 1:55 AM

Expand comment: Alex Cooksey added a comment - 03/Jul/2023 1:55 AM

People

Dates

Backbone Issue Sync