Issue

If a JSM issue has a reporter which is a user who doesn't have access to the project (through the Customer Permissions configuration), the error below will be thrown in the Jira logs whenever a new update is made to this issue:

2024-09-20 09:52:17,441+0000 SdSerialisedOffThreadProcessor:thread-2 ERROR admin     [c.a.s.i.sla.data.SlaDataManagerImpl] Error setting the last processed mark for issue ITSD-42

Notes

• JSM refers to "Jira Service Management"
• This bug was replicated on both 5.12.12 and 5.12.13, but it probably impacts any 5.4.x/5.12.x version and any higher versions too
• The error is the same as in the older bug JSDSERVER-15242. However, the older bug was fixed in 5.12.13, while bug still occurs on 5.12.13 and the steps to replicate it are slightly different

Steps to replicate

• Install JSM (Jira Service Management) on 5.12.13
• Create a new user (for example Alana) without application access (no license)
• Create a new JSM project and configure it as follows:
  • In Project Settings > Customer Permissions, set Raising requests to Customers who are added to this service project
    
  • Go to the Customers page, and make sure that Alana is not a customer of this project
    
• Create an automation rule in Project Settings > Automation as follows:
  • Trigger: Issue Created
  • Action: Edit Issue. Set Reporter to the user Alana
    
• Create a new issue in the JSM project and verify that the automation rule changed the Reporter field to Alana
• Now, make a few random edits to this ticket (add a label, change the priority...)
• Check the atlassian-jira.log or the atlassian-servicedesk.log files

Actual behavior

For each single update made to the JSM Issue (after changing the reporter to Alana), a new error like the one below is added to the logs:

2024-09-20 09:52:17,441+0000 SdSerialisedOffThreadProcessor:thread-2 ERROR admin     [c.a.s.i.sla.data.SlaDataManagerImpl] Error setting the last processed mark for issue ITSD-42

Expected behavior

There should not be any error in these log files.

Workaround

• Either change the customer permissions configuration in Project Settings > Customer Permissions, so that all Jira accounts have access to the customer portal
• Or change the reporter to a user who has access to the portal