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  1. Jira Service Management Data Center
  2. JSDSERVER-337

JIRA Stops working after Disabling or Uninstalling JIRA Service Desk

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    • Icon: Bug Bug
    • Resolution: Duplicate
    • Icon: High High
    • None
    • 1.2.0.2
    • None

      NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.

      Steps to Reproduce:

      1. Install JIRA Service Desk;
      2. Create a Project through JIRA Service Desk;
      3. Disable or Uninstall JIRA Service Desk.

      Expected Behavior:

      JIRA would hide/remove any configuration regarding JIRA Service Desk, and would continue to run normally.

      Actual Behavior:

      • JIRA's dashboards stop working;
      • It is not possible to log in but through login.jsp;
      • Accessing a project is not possible;
      • Trying to view the Permission tab through the project created throws an error.

      Workaround

      Option 1: Reinstall/Re-enable JIRA Service Desk.

      Option 2:

      1. If unable to log in, access JIRA through http://<jira-address>/login.jsp
      2. Navigate to Administration » Issues » Permission Scheme;
      3. Delete "• (Anyone)" from all permissions in all permission schemes.

      Option 3:
      Delete these from the database using:

      DELETE FROM schemepermissions WHERE perm_type = 'sd.customer.portal.only';

      If deleting through the database, please make sure to create a backup. Also, make sure to shutdown JIRA first, and restart it afterwards.

      Notes:

      This seems to be happening because JIRA Service Desk does not remove or hide the Service Desk Customer - Portal Access (Anyone) permission, and when JIRA tries to load it the following is thrown in the screen:

      java.lang.NullPointerException
	at com.atlassian.jira.permission.DefaultPermissionSchemeManager.hasSchemePermission(DefaultPermissionSchemeManager.java:499)
	at com.atlassian.jira.permission.DefaultPermissionSchemeManager.hasPermission(DefaultPermissionSchemeManager.java:467)
	at com.atlassian.jira.permission.DefaultPermissionSchemeManager.hasSchemeAuthority(DefaultPermissionSchemeManager.java:393)

      This also appears in the logs:

      2014-02-14 14:37:39,773 http-bio-8080-exec-1 ERROR matheus 877x158x5 1fqd1vy 192.168.10.104 /rest/gadget/1.0/issueTable/jql [common.error.jersey.ThrowableExceptionMapper] Uncaught exception thrown by REST service
java.lang.NullPointerException
        at com.atlassian.jira.issue.search.parameters.lucene.DefaultPermissionQueryFactory.collectProjectTerms(DefaultPermissionQueryFactory.java:171)
        at com.atlassian.jira.issue.search.parameters.lucene.DefaultPermissionQueryFactory.getQuery(DefaultPermissionQueryFactory.java:68)
        at com.atlassian.jira.issue.search.parameters.lucene.PermissionsFilterGeneratorImpl.getQuery(PermissionsFilterGeneratorImpl.java:38)
        at com.atlassian.jira.issue.search.providers.LuceneSearchProvider.getPermissionsFilter(LuceneSearchProvider.java:522)
        at com.atlassian.jira.issue.search.providers.LuceneSearchProvider.getHits(LuceneSearchProvider.java:281)
        at com.atlassian.jira.issue.search.providers.LuceneSearchProvider.search(LuceneSearchProvider.java:414)

          Form Name

            [JSDSERVER-337] JIRA Stops working after Disabling or Uninstalling JIRA Service Desk

            No work has yet been logged on this issue.

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

                Created:
                Updated:
                Resolved: