[JSDSERVER-4388] Unable to share request through portal due to lexorank error

Type: Bug
Resolution: Fixed
Priority: Low
Fix Version/s: 4.4.0, 3.16.6, 4.3.2
Affects Version/s: 3.1.2, 3.2.3
Component/s: Customer Portal
Labels:
- affects-server
- qe

Fixed in Long Term Support Release/s:

Download 3.16
Support reference count:
6
Symptom Severity:
Severity 3 - Minor
UIS:
0
Bug Fix Policy:
View Atlassian Server bug fix policy

Experienced Behavior:

An error is encountered when trying to share a request through the customer portal.
User is unable to add any participants due to error
Adding a participant does work when done through the normal JIRA interface

The error message in the portal is caused by a JIRA Software Lexorank error that appears in the atlassian-jira.log file. There are multiple Lexorank errors that may be encountered. Below is one example:

2016-10-13 15:09:32,403 http-nio-8080-exec-14 ERROR tim 909x1538x1 1juu1mp 192.168.56.1 /rest/servicedesk/1/servicedesk/customer/participant/addparticipants/DESK-3 [c.a.p.r.c.error.jersey.ThrowableExceptionMapper] Uncaught exception thrown by REST service: Expected the first rank row to be of type MAXIMUM_MARKER_ROW. Found row[LexoRankRow{id=10, fieldId=10005, issueId=10001, lockHash='null', lockTime=null, bucket=0, rank='0|i00007:', type=ISSUE_RANK_ROW}]
com.atlassian.greenhopper.manager.lexorank.LexoRankIntegrityException: Expected the first rank row to be of type MAXIMUM_MARKER_ROW. Found row[LexoRankRow{id=10, fieldId=10005, issueId=10001, lockHash='null', lockTime=null, bucket=0, rank='0|i00007:', type=ISSUE_RANK_ROW}]
        at com.atlassian.greenhopper.manager.lexorank.LexoRankDaoImpl.getMaximumMarkerRowAndPreviousRow(LexoRankDaoImpl.java:374)
        at com.atlassian.greenhopper.service.lexorank.LexoRankOperation.rankInitially(LexoRankOperation.java:173)
        at com.atlassian.greenhopper.service.lexorank.LexoRankOperation.execute(LexoRankOperation.java:112)
        at com.atlassian.greenhopper.manager.lexorank.LexoRankManagerImpl.performRankOperation(LexoRankManagerImpl.java:286)
        at com.atlassian.greenhopper.manager.lexorank.LexoRankManagerImpl.getRankOrRankInitially(LexoRankManagerImpl.java:86)
        at com.atlassian.greenhopper.customfield.lexorank.LexoRankCFType.getValueFromIssue(LexoRankCFType.java:121)
        at com.atlassian.greenhopper.customfield.lexorank.LexoRankCFType.getValueFromIssue(LexoRankCFType.java:29)
        at com.atlassian.jira.issue.fields.ImmutableCustomField.getCustomFieldParamsFromIssue(ImmutableCustomField.java:1231)
        at com.atlassian.jira.issue.fields.ImmutableCustomField.populateFromIssue(ImmutableCustomField.java:594)
        at com.atlassian.jira.bc.issue.DefaultIssueService.validateAndPopulateParamsWithoutScreenCheck(DefaultIssueService.java:967)
        at com.atlassian.jira.bc.issue.DefaultIssueService.validateAndPopulateParams(DefaultIssueService.java:886)
        at com.atlassian.jira.bc.issue.DefaultIssueService.validateAndUpdateIssueFromFields(DefaultIssueService.java:680)
        at com.atlassian.jira.bc.issue.DefaultIssueService.validateUpdate(DefaultIssueService.java:286)
        ... 3 filtered
        at java.lang.reflect.Method.invoke(Method.java:498)
        at com.atlassian.plugin.util.ContextClassLoaderSettingInvocationHandler.invoke(ContextClassLoaderSettingInvocationHandler.java:26)
        at com.sun.proxy.$Proxy282.validateUpdate(Unknown Source)
        ... 3 filtered
        at java.lang.reflect.Method.invoke(Method.java:498)
        at org.springframework.aop.support.AopUtils.invokeJoinpointUsingReflection(AopUtils.java:317)
        at org.eclipse.gemini.blueprint.service.importer.support.internal.aop.ServiceInvoker.doInvoke(ServiceInvoker.java:56)
        at org.eclipse.gemini.blueprint.service.importer.support.internal.aop.ServiceInvoker.invoke(ServiceInvoker.java:60)
        at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:179)
        at org.springframework.aop.support.DelegatingIntroductionInterceptor.doProceed(DelegatingIntroductionInterceptor.java:133)
        at org.springframework.aop.support.DelegatingIntroductionInterceptor.invoke(DelegatingIntroductionInterceptor.java:121)
        at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:179)
        at org.eclipse.gemini.blueprint.service.util.internal.aop.ServiceTCCLInterceptor.invokeUnprivileged(ServiceTCCLInterceptor.java:70)
        at org.eclipse.gemini.blueprint.service.util.internal.aop.ServiceTCCLInterceptor.invoke(ServiceTCCLInterceptor.java:53)
        at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:179)
        at org.eclipse.gemini.blueprint.service.importer.support.LocalBundleContextAdvice.invoke(LocalBundleContextAdvice.java:57)
        at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:179)
        at org.springframework.aop.support.DelegatingIntroductionInterceptor.doProceed(DelegatingIntroductionInterceptor.java:133)
        at org.springframework.aop.support.DelegatingIntroductionInterceptor.invoke(DelegatingIntroductionInterceptor.java:121)
        at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:179)
        at org.springframework.aop.framework.JdkDynamicAopProxy.invoke(JdkDynamicAopProxy.java:207)
        at com.sun.proxy.$Proxy4867.validateUpdate(Unknown Source)
        at com.atlassian.servicedesk.internal.customfields.participants.ParticipantsCustomFieldManagerImpl.updateUserParticipants(ParticipantsCustomFieldManagerImpl.java:110)
        at com.atlassian.servicedesk.internal.feature.reqparticipants.field.RequestParticipantsInternalManagerImpl.updateParticipantsField(RequestParticipantsInternalManagerImpl.java:110)
        at com.atlassian.servicedesk.internal.feature.reqparticipants.field.RequestParticipantsInternalManagerImpl.lambda$addParticipants$5(RequestParticipantsInternalManagerImpl.java:71)
        at com.atlassian.pocketknife.EitherStep2.lambda$null$62(EitherStep2.java:23)
        at com.atlassian.fugue.Either$RightProjection.flatMap(Either.java:839)
        at com.atlassian.fugue.Either.flatMap(Either.java:294)
        at com.atlassian.pocketknife.EitherStep2.lambda$then$63(EitherStep2.java:23)
        at com.atlassian.fugue.Either$RightProjection.flatMap(Either.java:839)
        at com.atlassian.fugue.Either.flatMap(Either.java:294)
        at com.atlassian.pocketknife.EitherStep2.then(EitherStep2.java:23)
        at com.atlassian.servicedesk.internal.feature.reqparticipants.field.RequestParticipantsInternalManagerImpl.addParticipants(RequestParticipantsInternalManagerImpl.java:67)
        at com.atlassian.servicedesk.internal.feature.reqparticipants.field.RequestParticipantsInternalServiceImpl.lambda$addParticipants$3(RequestParticipantsInternalServiceImpl.java:89)
        at com.atlassian.fugue.Either$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.reqparticipants.field.RequestParticipantsInternalServiceImpl.addParticipants(RequestParticipantsInternalServiceImpl.java:89)
        at com.atlassian.servicedesk.internal.rest.PortalParticipantResource$$anonfu$$$$212135bc1d26e9f51fd57b9757afff$$$$nonfun$apply$11$$anonfun$apply$12.apply(PortalParticipantResource.scala:124)
        at com.atlassian.servicedesk.internal.rest.PortalParticipantResource$$anonfu$$$$212135bc1d26e9f51fd57b9757afff$$$$nonfun$apply$11$$anonfun$apply$12.apply(PortalParticipantResource.scala:123)
        at scalaz.$bslash$div.flatMap(Either.scala:134)
        at com.atlassian.servicedesk.internal.rest.PortalParticipantResource$$anonfun$2$$anonfun$apply$6$$anonfun$apply$7$$anonfun$apply$8$$anonfun$apply$9$$anonfun$apply$11.apply(PortalParticipantResource.scala:123)
        at com.atlassian.servicedesk.internal.rest.PortalParticipantResource$$anonfun$2$$anonfun$apply$6$$anonfun$apply$7$$anonfun$apply$8$$anonfun$apply$9$$anonfun$apply$11.apply(PortalParticipantResource.scala:122)
        at scalaz.$bslash$div.flatMap(Either.scala:134)
        at com.atlassian.servicedesk.internal.rest.PortalParticipantResource$$anonfun$2$$anonfun$apply$6$$anonfun$apply$7$$anonfun$apply$8$$anonfun$apply$9.apply(PortalParticipantResource.scala:122)
        at com.atlassian.servicedesk.internal.rest.PortalParticipantResource$$anonfun$2$$anonfun$apply$6$$anonfun$apply$7$$anonfun$apply$8$$anonfun$apply$9.apply(PortalParticipantResource.scala:121)
        at scalaz.$bslash$div.flatMap(Either.scala:134)
        at com.atlassian.servicedesk.internal.rest.PortalParticipantResource$$anonfun$2$$anonfun$apply$6$$anonfun$apply$7$$anonfun$apply$8.apply(PortalParticipantResource.scala:121)
        at com.atlassian.servicedesk.internal.rest.PortalParticipantResource$$anonfun$2$$anonfun$apply$6$$anonfun$apply$7$$anonfun$apply$8.apply(PortalParticipantResource.scala:120)
        at scalaz.$bslash$div.flatMap(Either.scala:134)
        at com.atlassian.servicedesk.internal.rest.PortalParticipantResource$$anonfun$2$$anonfun$apply$6$$anonfun$apply$7.apply(PortalParticipantResource.scala:120)
        at com.atlassian.servicedesk.internal.rest.PortalParticipantResource$$anonfun$2$$anonfun$apply$6$$anonfun$apply$7.apply(PortalParticipantResource.scala:119)
        at scalaz.$bslash$div.flatMap(Either.scala:134)
        at com.atlassian.servicedesk.internal.rest.PortalParticipantResource$$anonfun$2$$anonfun$apply$6.apply(PortalParticipantResource.scala:119)
        at com.atlassian.servicedesk.internal.rest.PortalParticipantResource$$anonfun$2$$anonfun$apply$6.apply(PortalParticipantResource.scala:118)
        at scalaz.$bslash$div.flatMap(Either.scala:134)
        at com.atlassian.servicedesk.internal.rest.PortalParticipantResource$$anonfun$2.apply(PortalParticipantResource.scala:118)
        at com.atlassian.servicedesk.internal.rest.PortalParticipantResource$$anonfun$2.apply(PortalParticipantResource.scala:117)
        at scalaz.$bslash$div.flatMap(Either.scala:134)
        at com.atlassian.servicedesk.internal.rest.PortalParticipantResource.addParticipants(PortalParticipantResource.scala:117)
        ... 3 filtered
        at java.lang.reflect.Method.invoke(Method.java:498)
        ... 19 filtered
        at com.atlassian.plugins.rest.module.RestDelegatingServletFilter$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)
        ... 8 filtered
        at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21)
        ... 53 filtered
        at com.atlassian.jira.security.JiraSecurityFilter.lambda$doFilter$0(JiraSecurityFilter.java:76)
        ... 1 filtered
        at com.atlassian.jira.security.JiraSecurityFilter.doFilter(JiraSecurityFilter.java:74)
        ... 16 filtered
        at com.atlassian.plugins.rest.module.servlet.RestSeraphFilter.doFilter(RestSeraphFilter.java:37)
        ... 20 filtered
        at com.atlassian.jira.servermetrics.CorrelationIdPopulatorFilter.doFilter(CorrelationIdPopulatorFilter.java:30)
        ... 5 filtered
        at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.lambda$invokeFilterChain$0(CustomerContextSettingFilter.java:181)
        at com.atlassian.servicedesk.internal.utils.context.ReentrantThreadLocalBasedCodeContext.rteInvoke(ReentrantThreadLocalBasedCodeContext.java:142)
        at com.atlassian.servicedesk.internal.utils.context.ReentrantThreadLocalBasedCodeContext.runInContext(ReentrantThreadLocalBasedCodeContext.java:57)
        at com.atlassian.servicedesk.internal.utils.context.CustomerContextServiceImpl.runInCustomerContext(CustomerContextServiceImpl.java:38)
        at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.inCustomerContext(CustomerContextSettingFilter.java:169)
        at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.doFilterImpl(CustomerContextSettingFilter.java:128)
        at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.doFilter(CustomerContextSettingFilter.java:121)
        ... 4 filtered
        at com.atlassian.jwt.internal.servlet.JwtAuthFilter.doFilter(JwtAuthFilter.java:32)
        ... 8 filtered
        at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21)
        ... 4 filtered
        at com.atlassian.web.servlet.plugin.LocationCleanerFilter.doFilter(LocationCleanerFilter.java:36)
        ... 29 filtered
        at com.atlassian.jira.servermetrics.MetricsCollectorFilter.doFilter(MetricsCollectorFilter.java:25)
        ... 27 filtered
        at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1142)
        at java.util.concurrent.ThreadPoolExecutor$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)

Steps to Reproduce

Install and license JIRA Core, JIRA Service Desk, and JIRA Software
Create JIRA Service Desk project, allow customers to add participants through portal
Create Scrum board based off of existing JSD project.
Create 2nd user
Reproduce Lexorank error by running below SQL:
- DELETE FROM "AO_60DB71_LEXORANK" WHERE "TYPE" IN (0,2);
Create issue in portal
Attempt to add 2nd user to request using the "Share" button in the portal.

Expected Behavior

Able to add participants despite lexorank error

Workaround

Resolve the Lexorank error then try to add participants

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LexorankShareError.png
12 kB
13/Oct/2016 9:59 PM

relates to

JSDSERVER-3733 Request Participants not addable, failing with empty error message due to other field validations

Closed

JSDSERVER-5498 Empty required field causes portal share error "Failed to update request participants field"

Closed

mentioned in: Page Failed to load

toros.turkeli added a comment - 21/Dec/2017 12:45 PM

I have the same issue, my customers in Jira Service Desk Cloud can not share tickets time to time. When i log in into their accounts i can share.

This is what they experience :
1. I am able to create a ticket but unable to share with anyone in the first attempt.
2. After receiving first response from the service desk, after logging in to the ticket, I am able to share with any one contact but randomly. But unable to share with multiple contacts at the same time.
3. After sharing with this one contact, unable to share with additional contacts, even if I try to add one by one.

Please let me know how to fix this. Is this permission related?

Br,

Toros.

toros.turkeli added a comment - 21/Dec/2017 12:45 PM I have the same issue, my customers in Jira Service Desk Cloud can not share tickets time to time. When i log in into their accounts i can share. This is what they experience : 1. I am able to create a ticket but unable to share with anyone in the first attempt. 2. After receiving first response from the service desk, after logging in to the ticket, I am able to share with any one contact but randomly. But unable to share with multiple contacts at the same time. 3. After sharing with this one contact, unable to share with additional contacts, even if I try to add one by one. Please let me know how to fix this. Is this permission related? Br, Toros.

Tim Evans (Inactive) added a comment - 06/Jun/2017 10:24 PM

Hi siddhesh.mhetre9485 and anyone else who encounters this.

This issue is caused by JIRA not being able to rank the issue. There are multiple reasons why JIRA may not be able to rank an issue, the logs would provide detail. We have KB articles for many errors and you may find a solution just by searching Google for the error you encounter.

Do not attach logs to this ticket. This ticket is visible to anyone and logs may contain sensitive information.

You will be able to share the issue after fixing the ranking error(s). You may be encountering a different issue if you do not find any ranking errors in the logs.

If you require further assistance you can reach out to our support team at support.atlassian.com.

Cheers!
Tim | Atlassian

Tim Evans (Inactive) added a comment - 06/Jun/2017 10:24 PM Hi siddhesh.mhetre9485 and anyone else who encounters this. This issue is caused by JIRA not being able to rank the issue. There are multiple reasons why JIRA may not be able to rank an issue, the logs would provide detail. We have KB articles for many errors and you may find a solution just by searching Google for the error you encounter. Do not attach logs to this ticket. This ticket is visible to anyone and logs may contain sensitive information. You will be able to share the issue after fixing the ranking error(s). You may be encountering a different issue if you do not find any ranking errors in the logs. If you require further assistance you can reach out to our support team at support.atlassian.com. Cheers! Tim | Atlassian

Siddheshwar Mhetre added a comment - 20/Mar/2017 6:40 AM

I got similar issue, please give the solution on the same!

Siddheshwar Mhetre added a comment - 20/Mar/2017 6:40 AM I got similar issue, please give the solution on the same!

Jira Service Management Data Center

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Collapse comment: toros.turkeli added a comment - 21/Dec/2017 12:45 PM

Expand comment: toros.turkeli added a comment - 21/Dec/2017 12:45 PM

Collapse comment: Tim Evans (Inactive) added a comment - 06/Jun/2017 10:24 PM

Expand comment: Tim Evans (Inactive) added a comment - 06/Jun/2017 10:24 PM

Collapse comment: Siddheshwar Mhetre added a comment - 20/Mar/2017 6:40 AM

Expand comment: Siddheshwar Mhetre added a comment - 20/Mar/2017 6:40 AM

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