[JSDSERVER-16224] Help Center page does not load when the Extensions app is enabled and Gzip compression is off

Type: Bug
Resolution: Tracked Elsewhere
Priority: Highest
Fix Version/s: None
Affects Version/s: 10.0.0, 10.3.2, 10.3.3, 10.3.4, 10.3.5, 10.3.6, 10.6.1
Component/s: Jira Service Management
Labels:
- ril

Support reference count:
4
Symptom Severity:
Severity 3 - Minor
UIS:
137
Bug Fix Policy:
View Atlassian Server bug fix policy

Problem

When using Jira Service Management (JSM) version 10+ with more than one JSM projects configured, accessing the Help Center page at <BASE_URL>/servicedesk/customer/portals fails to load and results in an indefinite loading spinner under specific conditions. This issue arises when the "Extension for Jira Service Management" app is installed and the "Use gzip compression" setting is turned off.

Environment

Jira Service Management 10+

Steps to Reproduce

Install JSM 10+
Create 2 or more JSM projects
- This is so you can reach the <BASE_URL>/servicedesk/customer/portals URL. If you only have a single JSM project, you will be redirected to <BASE_URL>/servicedesk/customer/portal/1 instead. The issue only occurs when reaching <BASE_URL>/servicedesk/customer/portals
Install the Extension for Jira Service Management app
Confirm that "Use gzip compression" is turned off
Navigate to <BASE_URL>/servicedesk/customer/portals, and the page does not load, and the spinning load icon persists indefinitely.

Expected Results

The Help Center page successfully loads and displays the available JSM portals:

Actual Results

The Help Center page does not load, and is presents a spinning, load icon indefinitely:

Further investigation into the browser console during the page load show that /rest/servicedesk/1/customer/models appears to be responding with incomplete JSON:

In contrast, when "Use gzip compression" is turned on, the JSON response is valid and complete:

Workaround

Enable the "Use gzip compression" setting as noted in Configuring Jira application options

Controls whether to compress the web pages that Jira sends to the browser. It is recommended that this be turned ON, unless you are using mod_proxy.
Default: ON

Alternatively, if enabling Jira's native gzip compression is not an option, you can start typing in the Help Center's search bar, and doing so will display the list of available JSM portals.