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Bug
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Resolution: Fixed
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Low
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2.3.4, 2.4-OD-05, 2.4.1
NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.
Steps to Reproduce:
- Have a JSD project
- Access the customer portal - it should be all ok
- Add a status on the workflow (e.g.: Atlassian Test Status) > Publish it
- On the JSD project, map this new status
- Have some issues running through this status so this status is mentioned on the history of the ticket
- Go back to the workflow and change the associated workflow to one that does not use this created status (e.g.: associate it with JIRA default workflow)
- Delete the status from the system
- Go back to customer portal and try to access any page in there
E.g.: https://YOURINSTANCE.atlassian.net/servicedesk/customer/portals
Expected Results:
The customer portal should show up normally.
Actual Results:
A stack-trace screen shows up:
java.lang.NullPointerException at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestStatusMapper.translateToCustomerStatus(RequestStatusService.scala:85) at com.atlassian.servicedesk.internal.feature.customer.request.RequestActivityProvider$$anonfun$7.apply(RequestActivityProvider.scala:146) at com.atlassian.servicedesk.internal.feature.customer.request.RequestActivityProvider$$anonfun$7.apply(RequestActivityProvider.scala:140) at scala.collection.TraversableOnce$$anonfun$foldLeft$1.apply(TraversableOnce.scala:144) at scala.collection.TraversableOnce$$anonfun$foldLeft$1.apply(TraversableOnce.scala:144) at scala.collection.Iterator$class.foreach(Iterator.scala:727) at scala.collection.AbstractIterator.foreach(Iterator.scala:1157) at scala.collection.IterableLike$class.foreach(IterableLike.scala:72) at scala.collection.AbstractIterable.foreach(Iterable.scala:54) at scala.collection.TraversableOnce$class.foldLeft(TraversableOnce.scala:144) at scala.collection.AbstractTraversable.foldLeft(Traversable.scala:105) at com.atlassian.servicedesk.internal.feature.customer.request.RequestActivityProvider.extractRelevantChanges(RequestActivityProvider.scala:140) at com.atlassian.servicedesk.internal.feature.customer.request.RequestActivityProvider.com$atlassian$servicedesk$internal$feature$customer$request$RequestActivityProvider$$constructItemBuilder(RequestActivityProvider.scala:161) at com.atlassian.servicedesk.internal.feature.customer.request.RequestActivityProvider$$anonfun$getStatusList$1.apply(RequestActivityProvider.scala:80) at com.atlassian.servicedesk.internal.feature.customer.request.RequestActivityProvider$$anonfun$getStatusList$1.apply(RequestActivityProvider.scala:79) at scala.collection.TraversableLike$$anonfun$flatMap$1.apply(TraversableLike.scala:251) at scala.collection.TraversableLike$$anonfun$flatMap$1.apply(TraversableLike.scala:251) at scala.collection.Iterator$class.foreach(Iterator.scala:727) at scala.collection.AbstractIterator.foreach(Iterator.scala:1157) at scala.collection.IterableLike$class.foreach(IterableLike.scala:72) at scala.collection.AbstractIterable.foreach(Iterable.scala:54) at scala.collection.TraversableLike$class.flatMap(TraversableLike.scala:251) at scala.collection.AbstractTraversable.flatMap(Traversable.scala:105) at com.atlassian.servicedesk.internal.feature.customer.request.RequestActivityProvider.getStatusList(RequestActivityProvider.scala:79) at com.atlassian.servicedesk.internal.feature.customer.request.RequestActivityProvider.getActivity(RequestActivityProvider.scala:133) at com.atlassian.servicedesk.internal.feature.customer.request.IssueViewProvider.getIssueListItemViewCommon(IssueViewProvider.scala:225) at com.atlassian.servicedesk.internal.feature.customer.request.IssueViewProvider.getIssueListItemView(IssueViewProvider.scala:216) at com.atlassian.servicedesk.internal.feature.customer.request.RequestListProvider$IssueToRequestListItemViewMapper$$anonfun$toRequestListItemViewWithPortal$1$$anonfun$apply$19.apply(RequestListProvider.scala:386) at com.atlassian.servicedesk.internal.feature.customer.request.RequestListProvider$IssueToRequestListItemViewMapper$$anonfun$toRequestListItemViewWithPortal$1$$anonfun$apply$19.apply(RequestListProvider.scala:379) at scala.Option.map(Option.scala:145) at com.atlassian.servicedesk.internal.feature.customer.request.RequestListProvider$IssueToRequestListItemViewMapper$$anonfun$toRequestListItemViewWithPortal$1.apply(RequestListProvider.scala:379) at com.atlassian.servicedesk.internal.feature.customer.request.RequestListProvider$IssueToRequestListItemViewMapper$$anonfun$toRequestListItemViewWithPortal$1.apply(RequestListProvider.scala:378) at scala.Option.flatMap(Option.scala:170) at com.atlassian.servicedesk.internal.feature.customer.request.RequestListProvider$IssueToRequestListItemViewMapper.toRequestListItemViewWithPortal(RequestListProvider.scala:378) at com.atlassian.servicedesk.internal.feature.customer.request.RequestListProvider$$anonfun$10.apply(RequestListProvider.scala:193) at com.atlassian.servicedesk.internal.feature.customer.request.RequestListProvider$$anonfun$10.apply(RequestListProvider.scala:193) at scala.collection.TraversableLike$$anonfun$map$1.apply(TraversableLike.scala:244) at scala.collection.TraversableLike$$anonfun$map$1.apply(TraversableLike.scala:244) at scala.collection.immutable.List.foreach(List.scala:318) a
Workaround:
- Search for statuses that have an entry on an issue's history but are not present on the status table. Run:
select distinct newvalue from changeitem where field = 'status' and (newvalue not in (select id from issuestatus)) UNION select distinct oldvalue from changeitem where field = 'status' and (oldvalue not in (select id from issuestatus));
The query might not be compatible for all databases. Please modify it accordingly - Create a ghost status on the system
- Run an update on the database to link the deleted status to this new ghost status
update issuestatus set id = 'OldID' where id = 'NewID'; --oldID = id found on the previous search newID = id from the new status created
- Run a lock-reindex
If you are using Cloud, raise a ticket with Support Team (support.atlassian.com) so they can apply this workaround.
Add-on Version:
JIRA v6.4-OD-16-006
JIRA Service Desk v2.4
- is duplicated by
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- Closed
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- relates to
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- Closed
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- was cloned as
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DESK-4082 Failed to load
| Form Name | |||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
[JSDSERVER-1773] NPE while accessing Customer Portal when a status has been deleted from workflow
Another solution which allows you to keep all of your old statuses deleted and free from cluttering up the system is to delete them, then create a status called 'Unknown' and update all of your changeitem records to point to that:
My status "Unknown" had the id 10326, so I ran the following queries:
update changeitem set oldvalue = 10326 where field = 'status' and oldvalue not in (select id from issuestatus); update changeitem set newvalue = 10326 where field = 'status' and newvalue not in (select id from issuestatus);
Please note that I had to go in and enter a translation from English UK to English US of the status, before it finally fixed the issue and stopped the exception from happening.
The real solution to fix this is for Atlassian to update JIRA code so that when an issue status is deleted, instead of removing the record from the table, instead it sets a deleted flag on the record. Then the record won't show up in the status list, but it's still referenceable in the change history.
I see there is workaround in the duplicate issue JSD-1877 but it does involve direct DB changes
Edit: never mind, I see the workaround is here as well
Michael Blake
added a comment - We're also affected by this. Unfortunately we have over 23 status that had been removed as part of a cleanup of our workflows so the solution isn't a good one.
The exception should be suppressed and not spat out to the customer.
Michael Blake
added a comment - We're also affected by this. Unfortunately we have over 23 status that had been removed as part of a cleanup of our workflows so the solution isn't a good one.
The exception should be suppressed and not spat out to the customer. I believe I was the first customer to report this issue. It greatly affected our main customer's ability to use the Service Desk, since they couldn't visit their My Requests page to see what requests they had open and therefore they couldn't review their existing requests.
My understanding is that I caused this by:
- Using a standard workflow for requests
- Changing the workflow by adding a custom status
- Deleting the custom status (I believe this is the main problem)
- Modifying the workflow further to where it affected the existing requests
this bug is still present in Jira SM v.8.15.0
workaround: