[JSDSERVER-1773] NPE while accessing Customer Portal when a status has been deleted from workflow

Type: Bug
Resolution: Fixed
Priority: Low
Fix Version/s: 2.5.1-OD-03, 2.5.0
Affects Version/s: 2.3.4, 2.4-OD-05, 2.4.1
Component/s: Customer Portal
Labels:
- affects-cloud
- affects-server

Bug Fix Policy:
View Atlassian Server bug fix policy

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

- - Sort By Name
  - Sort By Date
  - Ascending
  - Descending
  - Thumbnails
  - List

Screen Shot 2015-04-14 at 5.31.22 PM.png
58 kB
14/Apr/2015 8:47 PM
Screen Shot 2015-04-14 at 5.32.39 PM.png
26 kB
14/Apr/2015 8:47 PM
Screen Shot 2015-04-14 at 5.35.23 PM.png
107 kB
14/Apr/2015 8:47 PM
Screen Shot 2015-04-14 at 5.46.08 PM.png
322 kB
14/Apr/2015 8:47 PM
Screen Shot 2015-04-14 at 5.49.30 PM.png
153 kB
14/Apr/2015 8:49 PM

is duplicated by

JSDSERVER-1877 Deleted status causes 500 error NullPointerException in customer portal

Closed

relates to

JSDCLOUD-1773 NPE while accessing Customer Portal when a status has been deleted from workflow

Closed

was cloned as: DESK-4082 Failed to load

Owen made changes - 27/Mar/2019 5:46 AM

Workflow	Original: JSD Bug Workflow v5 - TEMP [ 2304820 ]	New: JAC Bug Workflow v3 [ 3125468 ]
Status	Original: Done [ 10044 ]	New: Closed [ 6 ]

Katherine Yabut made changes - 06/Jun/2017 3:16 AM

Workflow

Original: JSD Bug Workflow v5 [ 2058736 ]

New: JSD Bug Workflow v5 - TEMP [ 2304820 ]

Katherine Yabut made changes - 31/May/2017 12:38 AM

Workflow

Original: JSD Bug Workflow v5 - TEMP [ 2056074 ]

New: JSD Bug Workflow v5 [ 2058736 ]

Katherine Yabut made changes - 31/May/2017 12:35 AM

Workflow

Original: JSD Bug Workflow v5 [ 1955500 ]

New: JSD Bug Workflow v5 - TEMP [ 2056074 ]

Katherine Yabut made changes - 03/Apr/2017 5:18 AM

Workflow

Original: JSD Bug Workflow v4 [ 1615266 ]

New: JSD Bug Workflow v5 [ 1955500 ]

jonah (Inactive) made changes - 02/Apr/2017 11:46 AM

Description

Original: *Steps to Reproduce:*
# Have a JSD project
# Access the customer portal - it should be all ok
!Screen Shot 2015-04-14 at 5.31.22 PM.png|thumbnail!
# Add a status on the workflow (e.g.: Atlassian Test Status) > Publish it
!Screen Shot 2015-04-14 at 5.32.39 PM.png|thumbnail!
# On the JSD project, map this new status
!Screen Shot 2015-04-14 at 5.35.23 PM.png|thumbnail!
# Have some issues running through this status so this status is mentioned on the history of the ticket
!Screen Shot 2015-04-14 at 5.49.30 PM.png|thumbnail!
# 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:
!Screen Shot 2015-04-14 at 5.46.08 PM.png|thumbnail!
{code:sql}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{code}

*Workaround:*
# Search for statuses that have an entry on an issue's history but are not present on the status table. Run:
{code:sql}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));{code}
(!) 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
{code:sql}update issuestatus set id = 'OldID' where id = 'NewID'; --oldID = id found on the previous search newID = id from the new status created{code}
# Run a lock-reindex

(i) 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

New: {panel:bgColor=#e7f4fa}
  *NOTE:* This bug report is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding bug report|http://jira.atlassian.com/browse/JSDCLOUD-1773].
  {panel}

*Steps to Reproduce:*
# Have a JSD project
# Access the customer portal - it should be all ok
!Screen Shot 2015-04-14 at 5.31.22 PM.png|thumbnail!
# Add a status on the workflow (e.g.: Atlassian Test Status) > Publish it
!Screen Shot 2015-04-14 at 5.32.39 PM.png|thumbnail!
# On the JSD project, map this new status
!Screen Shot 2015-04-14 at 5.35.23 PM.png|thumbnail!
# Have some issues running through this status so this status is mentioned on the history of the ticket
!Screen Shot 2015-04-14 at 5.49.30 PM.png|thumbnail!
# 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:
!Screen Shot 2015-04-14 at 5.46.08 PM.png|thumbnail!
{code:sql}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{code}

*Workaround:*
# Search for statuses that have an entry on an issue's history but are not present on the status table. Run:
{code:sql}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));{code}
(!) 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
{code:sql}update issuestatus set id = 'OldID' where id = 'NewID'; --oldID = id found on the previous search newID = id from the new status created{code}
# Run a lock-reindex

(i) 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

jonah (Inactive) made changes - 02/Apr/2017 11:46 AM

Link

New: This issue relates to ~~JSDCLOUD-1773~~ [ ~~JSDCLOUD-1773~~ ]

Confluence Escalation Bot (Inactive) made changes - 20/Feb/2017 3:01 AM

Labels

New: affects-cloud affects-server

Katherine Yabut made changes - 19/Oct/2016 6:49 AM

Workflow

Original: JSD Bug Workflow v2 [ 1602591 ]

New: JSD Bug Workflow v4 [ 1615266 ]

Owen made changes - 22/Sep/2016 3:23 AM

Workflow

Original: JSD Bug Workflow [ 1398746 ]

New: JSD Bug Workflow v2 [ 1602591 ]

Assignee:: Chuong Nam Nguyen (Inactive)

Reporter:: Elisa [Atlassian]

Affected customers:: 2 This affects my team

Watchers:: 13 Start watching this issue

Created:: 14/Apr/2015 9:50 PM

Updated:: 19/Jul/2022 1:40 PM

Resolved:: 15/Jun/2015 5:20 AM

Jira Service Management Data Center

Details

Description

Attachments

Attachments

Issue Links

Forms

Activity

People

Dates

Backbone Issue Sync