Uploaded image for project: 'Jira Service Management Data Center'
  1. Jira Service Management Data Center
  2. JSDSERVER-2280

Loading Requests with Anonymous Comments in the Customer Portal fails with 500 error NullPointerException

XMLWordPrintable

      Summary

      Loading a Service Desk Request through the Customer Portal fails with a NullPointerException, which is displayed as an XML file:
      500error.xml

      Steps to Reproduce

      1. Create a project;
      2. Create an issue in this project;
      3. Grant Anonymous access and permission to comment on this project;
      4. As an anonymous user, add a comment to this ticket.
      5. Install JIRA Service Desk;
      6. Create a Service Desk from this project;
      7. Try to access this issue from the Customer Portal.

      Expected Results

      The customer would be able to access the issue with no problem.

      Actual Results

      The user is unable to open the request, and an XML file is displayed instead: 500error.xml
      The following is displayed in the atlassian-jira.log file and the complete stack trace can be found in complete_stack_trace.txt .

      Failed to get event initiating user to set issue property 'request.public-activity.lastupdated'

      Workaround

      • Upgrade to JIRA Service Desk 2.3.5+.
      • Or delete the offending comment and re-add it as a JIRA user.

        1. 500error.xml
          31 kB
        2. complete_stack_trace.txt
          26 kB
        3. error.png
          error.png
          5 kB

          Form Name

            [JSDSERVER-2280] Loading Requests with Anonymous Comments in the Customer Portal fails with 500 error NullPointerException

            Martin Boehme added a comment -

            still in 3.13.3

            Martin Boehme added a comment - still in 3.13.3

            Signavio GmbH added a comment -

            Still in 3.9.1

            Signavio GmbH added a comment - Still in 3.9.1

            Jason Mueller added a comment -

            still occurring in 3.8.3 folks

            Jason Mueller added a comment - still occurring in 3.8.3 folks

            Hans Peter Rauer added a comment - - edited

            still occurs with 3.7.0 too. Please re-open this issue. 

            Hans Peter Rauer added a comment - - edited still occurs with 3.7.0 too. Please re-open this issue. 

            Joseph Tebben added a comment -

            just installed 3.8.2 fresh, occurring there as well.

            Joseph Tebben added a comment - just installed 3.8.2 fresh, occurring there as well.

            Charlie Misonne added a comment -

            also in 3.8.1

            Charlie Misonne added a comment - also in 3.8.1

            Bulanov Maxim added a comment -

            get this is JIRA Service Desk 3.8.2

            Bulanov Maxim added a comment - get this is JIRA Service Desk 3.8.2

            Dr Mis added a comment -

            Reporting this in JIRA Service Desk 3.5.0

            Dr Mis added a comment - Reporting this in JIRA Service Desk 3.5.0

            Micromine Helpdesk added a comment -

            Same here. We are getting this in our ServiceDesk 3.5.2! 

            Micromine Helpdesk added a comment - Same here. We are getting this in our ServiceDesk 3.5.2! 

            Tormod Haugene added a comment -

            We have been registring this issue in our Service Desk 3.3.0.

            Tormod Haugene added a comment - We have been registring this issue in our Service Desk 3.3.0.

              Unassigned Unassigned
              mfernandes@atlassian.com Matheus Fernandes
              Affected customers:
              0 This affects my team
              Watchers:
              17 Start watching this issue

                Created:
                Updated:
                Resolved: