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Type: Bug
Resolution: Fixed
Priority: Low
Fix Version/s: 3.2.6
Affects Version/s: 3.2.0
Component/s: Installation, Upgrade, Startup, Shutdown
Labels:
- affects-server
- cqt

Symptom Severity:
Severity 1 - Critical
UIS:
38
Bug Fix Policy:
View Atlassian Server bug fix policy

Description of problem:

A NullPointerException is thrown due to a missing ICON_ID in "AO_54307E_VIEWPORTFORM".

JIRA Service Desk will not fully start if one of the affected request types is configured to receive email. This results in partial functionality working.
When JIRA Service Desk does start, users are unable to access some request types or service desk projects. In some cases the entire customer portal may not load.

Request types that are missing the ICON_ID are affected and portals containing those request types may experience problems. In addition, when configuring request types the "Edit Fields" link on affected request types no longer works.

The "Edit Fields" link does work for unaffected request types in the same service desk project.
The service desk project containing affected request type(s) will not load in customer portal. Users may see an error, a spinning icon, or a blank page.

Steps to reproduce:

It is unknown how this the data got into this state, the problem occurred on a customer's instance after starting JIRA Service Desk.

It is possible to trigger this problem and see the symptoms by setting the ICON_ID of a request type to be NULL.
In one case Service Desk logs of upgrade from version 2.5.9 > 3.1.9 > 3.2.1 do not show where "SyncUpgradeTaskMigrateRequestTypeIconIDs" ever ran.
NB: This task may have run previously in 3.1.x as AsyncUpgradeTaskMigrateRequestTypeIconIDs

Expected Results

JSD starts without any problems and after startup there are no issues accessing request types or portal.

Actual Results

Startup Problem

The below exception is thrown during startup when an affected request type is configured for email:

2016-08-30 03:43:19,490 JIRA-Bootstrap ERROR      [c.a.servicedesk.bootstrap.lifecycle] 
java.lang.NullPointerException
	at scala.Predef$.Long2long(Predef.scala:358)
	at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestType$.apply(RequestType.scala:73)
	at com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.EmailChannelSetting$.toModel(EmailChannelSetting.scala:28)
	at com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.EmailChannelSettingManager.com$atlassian$servicedesk$internal$feature$emailchannel$emailplatform$EmailChannelSettingManager$$toSettingModel(EmailChannelSettingManager.scala:124)
	at com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.EmailChannelSettingManager$$anonfun$getEmailChannelSettings$1.apply(EmailChannelSettingManager.scala:105)
	at com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.EmailChannelSettingManager$$anonfun$getEmailChannelSettings$1.apply(EmailChannelSettingManager.scala:105)
	at scala.collection.immutable.List.map(List.scala:273)
	at com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.EmailChannelSettingManager.getEmailChannelSettings(EmailChannelSettingManager.scala:105)
	at com.atlassian.servicedesk.bootstrap.lifecycle.SDMailChannelInitializer.updateSDMailChannels(SDMailChannelInitializer.java:48)
	at com.atlassian.servicedesk.bootstrap.lifecycle.SDMailChannelInitializer.enableSDMailChannels(SDMailChannelInitializer.java:41)
	at com.atlassian.servicedesk.bootstrap.lifecycle.PluginLifeCycle.runPluginStartupSideEffectsImpl(PluginLifeCycle.java:201)
	at com.atlassian.servicedesk.bootstrap.lifecycle.LifecycleLock.writeImpl(LifecycleLock.java:97)
	at com.atlassian.servicedesk.bootstrap.lifecycle.LifecycleLock.runOnStartup(LifecycleLock.java:75)
	at com.atlassian.servicedesk.bootstrap.lifecycle.PluginLifeCycle.onPluginStarted(PluginLifeCycle.java:126)
	at com.atlassian.servicedesk.bootstrap.lifecycle.Launcher.onStartCompleted(Launcher.java:75)
	at com.atlassian.servicedesk.bootstrap.lifecycle.Launcher.access$000(Launcher.java:23)
	at com.atlassian.servicedesk.bootstrap.lifecycle.Launcher$1$1.run(Launcher.java:42)
	at com.atlassian.pocketknife.api.util.runners.SealedRunner.checkSeals(SealedRunner.java:111)
	at com.atlassian.pocketknife.api.util.runners.SealedRunner.breakSeal(SealedRunner.java:68)
	at com.atlassian.servicedesk.bootstrap.lifecycle.Launcher.onStart(Launcher.java:68)
	at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager$4.consume(DefaultLifecycleManager.java:310)
	at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager$4.consume(DefaultLifecycleManager.java:306)
	at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager.notifyLifecyleAware(DefaultLifecycleManager.java:344)
	at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager.notifyOnStartIfStartedAndEnabled(DefaultLifecycleManager.java:304)
	at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager.access$300(DefaultLifecycleManager.java:50)
	at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager$3.evaluate(DefaultLifecycleManager.java:261)
	at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager$3.evaluate(DefaultLifecycleManager.java:257)
	at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager.notifyLifecycleAwares(DefaultLifecycleManager.java:286)
	at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager.notifyStartableLifecycleAwares(DefaultLifecycleManager.java:255)
	at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager.startIfApplicationSetup(DefaultLifecycleManager.java:241)
	at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager.start(DefaultLifecycleManager.java:230)
	at com.atlassian.sal.jira.lifecycle.JiraLifecycleManager.onJiraStart(JiraLifecycleManager.java:64)
	... 3 filtered
	at java.lang.reflect.Method.invoke(Method.java:498)
	at com.atlassian.event.internal.SingleParameterMethodListenerInvoker.invoke(SingleParameterMethodListenerInvoker.java:36)
	at com.atlassian.event.internal.AsynchronousAbleEventDispatcher$1$1.run(AsynchronousAbleEventDispatcher.java:48)
	at com.google.common.util.concurrent.MoreExecutors$DirectExecutorService.execute(MoreExecutors.java:299)
	at com.atlassian.event.internal.AsynchronousAbleEventDispatcher.dispatch(AsynchronousAbleEventDispatcher.java:107)
	at com.atlassian.event.internal.EventPublisherImpl.invokeListeners(EventPublisherImpl.java:160)
	at com.atlassian.event.internal.EventPublisherImpl.publish(EventPublisherImpl.java:79)
	at com.atlassian.plugin.event.impl.DefaultPluginEventManager.broadcast(DefaultPluginEventManager.java:73)
	at com.atlassian.jira.upgrade.PluginUpgradeLauncher.start(PluginUpgradeLauncher.java:30)
	at com.atlassian.jira.startup.ActiveServicesLauncher.start(ActiveServicesLauncher.java:51)
	at com.atlassian.jira.startup.DefaultJiraLauncher.lambda$postTenantArrived$4(DefaultJiraLauncher.java:178)
	at com.atlassian.jira.startup.DefaultInstantUpgradeManager$StartupTask.run(DefaultInstantUpgradeManager.java:139)
	at com.atlassian.jira.startup.DefaultInstantUpgradeManager.runTask(DefaultInstantUpgradeManager.java:55)
	at com.atlassian.jira.startup.DefaultInstantUpgradeManager.doNowOrWhenInstanceBecomesActive(DefaultInstantUpgradeManager.java:42)
	at com.atlassian.jira.startup.DefaultJiraLauncher.postTenantArrived(DefaultJiraLauncher.java:171)
	at com.atlassian.jira.startup.DefaultJiraLauncher.lambda$postDBActivated$3(DefaultJiraLauncher.java:159)
	at com.atlassian.jira.tenancy.DefaultTenantManager.doNowOrWhenTenantArrives(DefaultTenantManager.java:55)
	at com.atlassian.jira.startup.DefaultJiraLauncher.postDBActivated(DefaultJiraLauncher.java:156)
	at com.atlassian.jira.startup.DefaultJiraLauncher.lambda$postDbLaunch$2(DefaultJiraLauncher.java:145)
	at com.atlassian.jira.config.database.DatabaseConfigurationManagerImpl.doNowOrEnqueue(DatabaseConfigurationManagerImpl.java:298)
	at com.atlassian.jira.config.database.DatabaseConfigurationManagerImpl.doNowOrWhenDatabaseActivated(DatabaseConfigurationManagerImpl.java:194)
	at com.atlassian.jira.startup.DefaultJiraLauncher.postDbLaunch(DefaultJiraLauncher.java:135)
	at com.atlassian.jira.startup.DefaultJiraLauncher.lambda$start$0(DefaultJiraLauncher.java:101)
	at com.atlassian.jira.util.devspeed.JiraDevSpeedTimer.run(JiraDevSpeedTimer.java:31)
	at com.atlassian.jira.startup.DefaultJiraLauncher.start(DefaultJiraLauncher.java:99)
	at com.atlassian.jira.startup.LauncherContextListener.initSlowStuff(LauncherContextListener.java:149)
	at java.lang.Thread.run(Thread.java:745)

Portal / Request Type Problems

Example of stacktrace thrown when trying to access affected project through customer portal:

2016-09-26 15:36:09,392 http-nio-8080-exec-1 ERROR USERNAME 936x696x1 unw300 000.000.000.000,0:0:0:0:0:0:0:1 /servicedesk/customer/portal/56 [c.a.p.r.c.error.jersey.ThrowableExceptionMapper] Uncaught exception thrown by REST service: null
java.lang.NullPointerException
	at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeQStoreImpl$RequestTypeMapper.apply(RequestTypeQStoreImpl.java:439)
	at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeQStoreImpl$RequestTypeMapper.apply(RequestTypeQStoreImpl.java:409)
	at java.util.stream.ReferencePipeline$3$1.accept(ReferencePipeline.java:193)
	at java.util.ArrayList$ArrayListSpliterator.forEachRemaining(ArrayList.java:1374)
	at java.util.stream.AbstractPipeline.copyInto(AbstractPipeline.java:481)
	at java.util.stream.AbstractPipeline.wrapAndCopyInto(AbstractPipeline.java:471)
	at java.util.stream.ReduceOps$ReduceOp.evaluateSequential(ReduceOps.java:708)
	at java.util.stream.AbstractPipeline.evaluate(AbstractPipeline.java:234)
	at java.util.stream.ReferencePipeline.collect(ReferencePipeline.java:499)
	at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeQStoreImpl.getRequestTypesWithGroups(RequestTypeQStoreImpl.java:91)
	at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeInternalManagerScala.getAllRequestTypes(RequestTypeInternalManagerScala.scala:128)
	at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeInternalManagerScala.getAllValidRequestTypes(RequestTypeInternalManagerScala.scala:120)
	at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeInternalServiceScala.getAllValidRequestTypes(RequestTypeInternalServiceScala.scala:74)
	at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeInternalServiceImpl.getAllValidRequestTypes(RequestTypeInternalServiceImpl.java:115)
	at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeInternalServiceImpl.getAllValidNonHiddenRequestTypes(RequestTypeInternalServiceImpl.java:120)
	at com.atlassian.servicedesk.internal.feature.customer.portal.providers.PortalResponseProvider.lambda$getResponse$0(PortalResponseProvider.java:64)
	at com.atlassian.fugue.Either$RightProjection.flatMap(Either.java:839)
	at com.atlassian.fugue.Either.flatMap(Either.java:294)
	at com.atlassian.pocketknife.EitherStep1.then(EitherStep1.java:21)
	at com.atlassian.servicedesk.internal.feature.customer.portal.providers.PortalResponseProvider.getResponse(PortalResponseProvider.java:64)
	at com.atlassian.servicedesk.internal.feature.customer.portal.providers.CustomerResponseProviderDelegatorImpl.getResponse(CustomerResponseProviderDelegatorImpl.java:142)
	at com.atlassian.servicedesk.internal.rest.CustomerResponseFactory.com$atlassian$servicedesk$internal$rest$CustomerResponseFactory$$getResponse(CustomerResponseFactory.scala:133)
	at com.atlassian.servicedesk.internal.rest.CustomerResponseFactory$$anonfun$2.apply(CustomerResponseFactory.scala:63)
	at com.atlassian.servicedesk.internal.rest.CustomerResponseFactory$$anonfun$2.apply(CustomerResponseFactory.scala:63)
	at scala.collection.TraversableLike$$anonfun$map$1.apply(TraversableLike.scala:245)
	at scala.collection.TraversableLike$$anonfun$map$1.apply(TraversableLike.scala:245)
	at scala.collection.Iterator$class.foreach(Iterator.scala:750)
	at scala.collection.AbstractIterator.foreach(Iterator.scala:1202)
	at scala.collection.IterableLike$class.foreach(IterableLike.scala:72)
	at scala.collection.AbstractIterable.foreach(Iterable.scala:54)
	at scala.collection.TraversableLike$class.map(TraversableLike.scala:245)
	at scala.collection.AbstractTraversable.map(Traversable.scala:104)
	at com.atlassian.servicedesk.internal.rest.CustomerResponseFactory.createResponse(CustomerResponseFactory.scala:63)
	at com.atlassian.servicedesk.internal.web.CustomerPageRenderer.createPageParams(CustomerPageRenderer.scala:97)
	at com.atlassian.servicedesk.internal.web.CustomerPageRenderer.createPage(CustomerPageRenderer.scala:66)
	at com.atlassian.servicedesk.internal.web.CustomerPageRenderer.createPage(CustomerPageRenderer.scala:71)
	at com.atlassian.servicedesk.internal.rest.CustomerWeb.landingPage(CustomerWeb.scala:228)
	... 3 filtered
	at java.lang.reflect.Method.invoke(Method.java:497)
	... 19 filtered
	at com.atlassian.plugins.rest.module.RestDelegatingServletFilter$JerseyOsgiServletContainer.doFilter(RestDelegatingServletFilter.java:154)
	... 1 filtered
	at com.atlassian.plugins.rest.module.RestDelegatingServletFilter.doFilter(RestDelegatingServletFilter.java:68)
	... 33 filtered
	at com.atlassian.servicedesk.internal.web.OperationalStatusAwareHttpFilter.doFilter(OperationalStatusAwareHttpFilter.java:31)
	... 4 filtered
	at com.atlassian.servicedesk.internal.web.UrlOperationalStatusCheckFilter.doFilterWhenLicensed(UrlOperationalStatusCheckFilter.java:38)
	at com.atlassian.servicedesk.internal.web.OperationalStatusAwareHttpFilter.doFilter(OperationalStatusAwareHttpFilter.java:31)
	... 4 filtered
	at com.atlassian.servicedesk.internal.web.PopulateEyeballForRestFilter.doFilterWhenLicensed(PopulateEyeballForRestFilter.java:33)
	at com.atlassian.servicedesk.internal.web.OperationalStatusAwareHttpFilter.doFilter(OperationalStatusAwareHttpFilter.java:31)
	... 4 filtered
	at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21)
	... 40 filtered
	at com.atlassian.jira.security.JiraSecurityFilter.lambda$doFilter$0(JiraSecurityFilter.java:76)
	... 1 filtered
	at com.atlassian.jira.security.JiraSecurityFilter.doFilter(JiraSecurityFilter.java:74)
	... 24 filtered
	at com.atlassian.jira.servermetrics.CorrelationIdPopulatorFilter.doFilter(CorrelationIdPopulatorFilter.java:30)
	... 5 filtered
	at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.doFilter(CustomerContextSettingFilter.java:116)
	... 11 filtered
	at com.atlassian.jira.servermetrics.MetricsCollectorFilter.doFilter(MetricsCollectorFilter.java:25)
	... 41 filtered
	at com.atlassian.servicedesk.project.internal.web.filters.NormaliseUrlFilter.doFilter(NormaliseUrlFilter.java:25)
	... 15 filtered
	at com.atlassian.jira.security.JiraSecurityFilter.lambda$doFilter$0(JiraSecurityFilter.java:76)
	... 1 filtered
	at com.atlassian.jira.security.JiraSecurityFilter.doFilter(JiraSecurityFilter.java:74)
	... 33 filtered
	at com.atlassian.jira.servermetrics.CorrelationIdPopulatorFilter.doFilter(CorrelationIdPopulatorFilter.java:30)
	... 5 filtered
	at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.lambda$invokeFilterChain$0(CustomerContextSettingFilter.java:181)
	at com.atlassian.servicedesk.internal.utils.context.ReentrantThreadLocalBasedCodeContext.rteInvoke(ReentrantThreadLocalBasedCodeContext.java:142)
	at com.atlassian.servicedesk.internal.utils.context.ReentrantThreadLocalBasedCodeContext.runInContext(ReentrantThreadLocalBasedCodeContext.java:57)
	at com.atlassian.servicedesk.internal.utils.context.CustomerContextServiceImpl.runInCustomerContext(CustomerContextServiceImpl.java:38)
	at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.inCustomerContext(CustomerContextSettingFilter.java:169)
	at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.doFilterImpl(CustomerContextSettingFilter.java:128)
	at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.doFilter(CustomerContextSettingFilter.java:121)
	... 9 filtered
	at com.atlassian.jwt.internal.servlet.JwtAuthFilter.doFilter(JwtAuthFilter.java:32)
	... 3 filtered
	at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21)
	... 4 filtered
	at com.atlassian.web.servlet.plugin.LocationCleanerFilter.doFilter(LocationCleanerFilter.java:36)
	... 29 filtered
	at com.atlassian.jira.servermetrics.MetricsCollectorFilter.doFilter(MetricsCollectorFilter.java:25)
	... 27 filtered
	at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1142)
	at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:617)
	at org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61)
	at java.lang.Thread.run(Thread.java:745)

Another example from after JIRA starts:

2016-09-26 04:56:59,542 http-nio-8080-exec-12 uri:/secure/AjaxIssueAction!default.jspa username:USERNAME ERROR USERNAME 296x46828x1 43zmt9 000.000.000.000,0:0:0:0:0:0:0:1 /secure/AjaxIssueAction!default.jspa [c.a.j.web.component.ModuleWebComponentImpl] An exception occured while rendering the web panel: com.atlassian.servicedesk:customer-portal-web-panel (null)
java.lang.NullPointerException
	at scala.Predef$.Long2long(Predef.scala:358)
	at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestType$.apply(RequestType.scala:73)
	at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeStore$$anonfun$getRequestTypeByKey$2.apply(RequestTypeStore.scala:49)
	at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeStore$$anonfun$getRequestTypeByKey$2.apply(RequestTypeStore.scala:47)
	at scala.Option.map(Option.scala:146)
	at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeStore.getRequestTypeByKey(RequestTypeStore.scala:47)
	at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeInternalManagerScala.getRequestTypeByKey(RequestTypeInternalManagerScala.scala:115)
...

Diagnosis:

A list of affected portals can be obtained by running:

SELECT v."NAME", f."VIEWPORT_ID" FROM "AO_54307E_VIEWPORT" AS v 
	JOIN "AO_54307E_VIEWPORTFORM" AS f 
	ON v."ID"=f."VIEWPORT_ID" 
	WHERE f."ICON_ID" IS NULL 
	GROUP BY f."VIEWPORT_ID", v."NAME"
	ORDER BY v."NAME";

A list of affected request types can be obtained by running:

SELECT v."NAME", f."NAME", f."VIEWPORT_ID", f."ICON", f."ICON_ID" FROM "AO_54307E_VIEWPORT" AS v 
	INNER JOIN "AO_54307E_VIEWPORTFORM" AS f 
	ON v."ID"=f."VIEWPORT_ID" 
	WHERE f."ICON_ID" IS NULL 
	GROUP BY f."VIEWPORT_ID", f."NAME", v."NAME",f."ICON",f."ICON_ID"
	ORDER BY v."NAME";

Workaround:

If JIRA Service Desk is accessible

Use the SQL query to retrieve a list of affected request types. Manually change the icon for each of these request types in the Service Desk user interface.

If JIRA Service Desk failed to load

This was fixed by identifying there was a missing icon for the JIRA Service Desk customer portal. the broken icon was identified with the below SQL:

select "ICON_ID", a.* from "AO_54307E_VIEWPORTFORM" vpf left outer join avatar a on a.id = vpf."ICON_ID" where a.id is null;

And then fixed by updating the database to point the icon to an existing icon (ie a record in the avatar table that exists), and then JSD was restarted and the Customer Portal updated.

Background:

In Service Desk Server version 3.1.9, icons attached to request types are recorded in the ICON column in "AO_54307E_VIEWPORTFORM".

As of 3.2.1 the icons are stored in the ICON_ID column, also in the "AO_54307E_VIEWPORTFORM" table.

An upgrade task performs this change

    *********************************************************************************
    JIRA ServiceDesk v3.2.0-051 #DevVersion built 2016-08-26T20:02:10.216-05:00 - Starting sync upgrade task: SyncUpgradeTaskMigrateRequestTypeIconIDs
    *********************************************************************************

mentioned in: Page Loading...

was cloned as: TESLA-926 Loading...; JSMDC-84 Loading...

Details

Description

Description of problem:

Steps to reproduce:

Expected Results

Actual Results

Startup Problem

Portal / Request Type Problems

Another example from after JIRA starts:

Diagnosis:

Workaround:

If JIRA Service Desk is accessible

If JIRA Service Desk failed to load

Background:

Attachments

Issue Links

Forms

Activity

People

Dates