[JSDSERVER-4190] Email Requests not working after migration from Cloud to Server

Type: Bug
Resolution: Fixed
Priority: Medium
Fix Version/s: 3.2.6
Affects Version/s: 3.1.9
Component/s: Installation, Upgrade, Startup, Shutdown
Labels:
- affects-server
- cqt

Symptom Severity:
Severity 2 - Major
UIS:
2
Bug Fix Policy:
View Atlassian Server bug fix policy

Summary

JIRA Service Desk Email requests configuration page loads indefinitely after importing backup from Cloud to Server.

Environment

JIRA Service Desk migrated from Cloud to Server

Steps to Reproduce

Get a Cloud backup
Restore into JIRA Service Desk 3.1.9
Go to Project Administration >> Email requests

Expected Results

Email requests configuration page loads

Actual Results

Email requests configuration page loads indefinitely and the below exception is thrown in the atlassian-jira-incoming-mail.log file:

2016-08-22 14:47:39,830 ERROR [] Caesium-4-3 ServiceRunner     MailJobRunner Failed
com.mysema.query.QueryException: java.lang.IllegalArgumentException: No enum constant com.atlassian.jira.internal.mail.processor.feature.handler.MailHandlerDTO.HandlerType.CONNECTIONFAILUREHANDLER
	at com.mysema.query.sql.SQLResultIterator.next(SQLResultIterator.java:91) [jira-email-processor-plugin-2.1.2_1471846358000.jar:?]
	at com.atlassian.pocketknife.internal.querydsl.CloseableIterableImpl$CloseableIteratorImpl.nextImpl(CloseableIterableImpl.java:326) [jira-email-processor-plugin-2.1.2_1471846358000.jar:?]
	at com.atlassian.pocketknife.internal.querydsl.CloseableIterableImpl$CloseableIteratorImpl.hasNext(CloseableIterableImpl.java:299) [jira-email-processor-plugin-2.1.2_1471846358000.jar:?]
	at com.atlassian.jira.internal.mail.processor.querydsl.QueryDslHelper.list(QueryDslHelper.java:387) [jira-email-processor-plugin-2.1.2_1471846358000.jar:?]
	at com.atlassian.jira.internal.mail.processor.feature.handler.MailHandlerStore.getMailHandlersByChannelId(MailHandlerStore.java:34) [jira-email-processor-plugin-2.1.2_1471846358000.jar:?]
	at com.atlassian.jira.internal.mail.processor.feature.handler.MailHandlerManager.getMailHandlersByChannel(MailHandlerManager.java:29) [jira-email-processor-plugin-2.1.2_1471846358000.jar:?]
	at com.atlassian.jira.internal.mail.processor.feature.processor.MailProcessorWorker.process(MailProcessorWorker.java:64) [jira-email-processor-plugin-2.1.2_1471846358000.jar:?]
	at com.atlassian.jira.internal.mail.processor.feature.processor.MailProcessorService.run(MailProcessorService.java:36) [jira-email-processor-plugin-2.1.2_1471846358000.jar:?]
	at com.atlassian.jira.internal.mail.processor.services.MailProcessorExecutor.run(MailProcessorExecutor.java:30) [jira-email-processor-plugin-2.1.2_1471846358000.jar:?]
	at com.atlassian.jira.internal.mail.processor.services.AbstractMailExecutor.execute(AbstractMailExecutor.java:42) [jira-email-processor-plugin-2.1.2_1471846358000.jar:?]
	at com.atlassian.jira.internal.mail.processor.services.MailJobRunner.runJob(MailJobRunner.java:35) [jira-email-processor-plugin-2.1.2_1471846358000.jar:?]
	at com.atlassian.scheduler.core.JobLauncher.runJob(JobLauncher.java:153) [atlassian-scheduler-core-1.7.0.jar:?]
	at com.atlassian.scheduler.core.JobLauncher.launchAndBuildResponse(JobLauncher.java:118) [atlassian-scheduler-core-1.7.0.jar:?]
	at com.atlassian.scheduler.core.JobLauncher.launch(JobLauncher.java:97) [atlassian-scheduler-core-1.7.0.jar:?]
	at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService.launchJob(CaesiumSchedulerService.java:401) [atlassian-scheduler-caesium-1.3.0.jar:?]
	at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService.executeClusteredJob(CaesiumSchedulerService.java:396) [atlassian-scheduler-caesium-1.3.0.jar:?]
	at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService.executeQueuedJob(CaesiumSchedulerService.java:349) [atlassian-scheduler-caesium-1.3.0.jar:?]
	at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService$1.consume(CaesiumSchedulerService.java:255) [atlassian-scheduler-caesium-1.3.0.jar:?]
	at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService$1.consume(CaesiumSchedulerService.java:252) [atlassian-scheduler-caesium-1.3.0.jar:?]
	at com.atlassian.scheduler.caesium.impl.SchedulerQueueWorker.executeJob(SchedulerQueueWorker.java:65) [atlassian-scheduler-caesium-1.3.0.jar:?]
	at com.atlassian.scheduler.caesium.impl.SchedulerQueueWorker.executeNextJob(SchedulerQueueWorker.java:59) [atlassian-scheduler-caesium-1.3.0.jar:?]
	at com.atlassian.scheduler.caesium.impl.SchedulerQueueWorker.run(SchedulerQueueWorker.java:34) [atlassian-scheduler-caesium-1.3.0.jar:?]
	at java.lang.Thread.run(Thread.java:745) [?:1.8.0_74]
Caused by: java.lang.IllegalArgumentException: No enum constant com.atlassian.jira.internal.mail.processor.feature.handler.MailHandlerDTO.HandlerType.CONNECTIONFAILUREHANDLER
	at java.lang.Enum.valueOf(Enum.java:238) [?:1.8.0_74]
	at com.mysema.query.sql.types.EnumByNameType.getValue(EnumByNameType.java:49) [jira-email-processor-plugin-2.1.2_1471846358000.jar:?]
	at com.mysema.query.sql.types.EnumByNameType.getValue(EnumByNameType.java:28) [jira-email-processor-plugin-2.1.2_1471846358000.jar:?]
	at com.mysema.query.sql.Configuration.get(Configuration.java:154) [jira-email-processor-plugin-2.1.2_1471846358000.jar:?]
	at com.mysema.query.sql.AbstractSQLQuery.get(AbstractSQLQuery.java:118) [jira-email-processor-plugin-2.1.2_1471846358000.jar:?]
	at com.mysema.query.sql.AbstractSQLQuery.newInstance(AbstractSQLQuery.java:345) [jira-email-processor-plugin-2.1.2_1471846358000.jar:?]
	at com.mysema.query.sql.AbstractSQLQuery.access$000(AbstractSQLQuery.java:52) [jira-email-processor-plugin-2.1.2_1471846358000.jar:?]
	at com.mysema.query.sql.AbstractSQLQuery$3.produceNext(AbstractSQLQuery.java:198) [jira-email-processor-plugin-2.1.2_1471846358000.jar:?]
	at com.mysema.query.sql.SQLResultIterator.next(SQLResultIterator.java:85) [jira-email-processor-plugin-2.1.2_1471846358000.jar:?]
	... 22 more

Additionally this will cause JIRA Service Desk functionality not to load, and can cause the "Snap! You can't view this page" error to appear.

Workaround

There are 2 workarounds:

Remove all Email requests before generating the backup in Cloud

OR

Remove the CONNECTIONFAILUREHANDLER from database after restoring the backup into JIRA Service Desk Server

This can be done with the following:

Stop JIRA.
Backup the database.

Execute the below SQL:

delete from "AO_2C4E5C_MAILHANDLER" where "HANDLER_TYPE" = 'CONNECTIONFAILUREHANDLER';

Start JIRA.

Additionally in some cases, the permission scheme may be missing Service Desk Agents permissions - in this case changing it to another permission scheme and back will fix it.

This will require a restart of JIRA Service Desk to be applied.

is related to

JSDSERVER-6538 Service Desk functionality fails with error 'You need to be a Service Desk Agent to access this page' after restoring cloud backup to server

Closed

JSDS-49 You do not have permission to view this issue

mentioned in: Page Failed to load; Page Failed to load; Page Failed to load

was cloned as: TESLA-846 Loading...; JSDS-45 Loading...

(2 was cloned as)

Owen made changes - 27/Mar/2019 5:47 AM

Workflow	Original: JSD Bug Workflow v5 - TEMP [ 2304329 ]	New: JAC Bug Workflow v3 [ 3126159 ]
Status	Original: Done [ 10044 ]	New: Closed [ 6 ]

Owen made changes - 24/Oct/2018 5:06 AM

Symptom Severity

Original: Major [ 14431 ]

New: Severity 2 - Major [ 15831 ]

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

Workflow

Original: JSD Bug Workflow v5 [ 2058310 ]

New: JSD Bug Workflow v5 - TEMP [ 2304329 ]

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

Workflow

Original: JSD Bug Workflow v5 - TEMP [ 2055905 ]

New: JSD Bug Workflow v5 [ 2058310 ]

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

Workflow

Original: JSD Bug Workflow v5 [ 1955354 ]

New: JSD Bug Workflow v5 - TEMP [ 2055905 ]

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

Workflow

Original: JSD Bug Workflow v4 [ 1615035 ]

New: JSD Bug Workflow v5 [ 1955354 ]

Tony D. made changes - 19/Mar/2017 6:56 PM

Remote Link

New: This issue links to "Page (Extranet)" [ 271212 ]

Tony D. made changes - 14/Mar/2017 9:44 PM

Remote Link

New: This issue links to "Page (Extranet)" [ 269844 ]

Matthew McMahon (Inactive) made changes - 24/Nov/2016 10:37 AM

Fix Version/s		New: 3.2.6 [ 64803 ]
Fix Version/s	Original: 3.2.5 [ 64494 ]

Matthew McMahon (Inactive) made changes - 17/Nov/2016 5:43 AM

Resolution		New: Fixed [ 1 ]
Status	Original: In Progress [ 3 ]	New: Done [ 10044 ]

Assignee:: Matthew McMahon (Inactive)

Reporter:: Chung Park Chan

Affected customers:: 2 This affects my team

Watchers:: 10 Start watching this issue

Created:: 22/Aug/2016 6:51 AM

Updated:: 27/Mar/2019 5:47 AM

Resolved:: 17/Nov/2016 5:43 AM

Jira Service Management Data Center

Details

Description

Summary

Environment

Steps to Reproduce

Expected Results

Actual Results

Workaround

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