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Type: Bug
Resolution: Fixed
Priority: Low
Fix Version/s: 3.9.7, 3.13.1, 3.14.0
Affects Version/s: 3.2.8, 3.4.0, 3.9.1
Component/s: Customer Portal
Labels:
- cqt
- cst

Fixed in Long Term Support Release/s:

Download 3.9
Support reference count:
7
Symptom Severity:
Severity 3 - Minor
UIS:
1
Bug Fix Policy:
View Atlassian Server bug fix policy

Summary

If the reporter on an issue is also listed as a request participant, the issue cannot be transitioned via the customer portal.

Environment

JIRA Service Desk Server 3.4.0

Steps to Reproduce

Using a third party scripting utility (such as ScriptRunner or Power Scripts for JIRA), add a post-function on the Create transition which copies the issue Reporter to Request participants.
Create an issue and specify a customer as the Reporter.
Sign in to the service desk portal as that customer and attempt to transition the issue.

Expected Results

The issue transitions properly.

Actual Results

A generic error is thrown to the user. The following appears in atlassian-jira.log

2017-05-24 09:56:13,133 http-nio-8082-exec-12 url:/rest/servicedesk/1/custo.../transition username:katr003  ERROR katr003 596x219709x9 17nivfx 207.61.145.4,10.0.0.7 /rest/servicedesk/1/customer/requests/transition [c.a.p.r.c.error.jersey.ThrowableExceptionMapper] Uncaught exception thrown by REST service: null
java.lang.NullPointerException
	at com.atlassian.jira.workflow.OSWorkflowManager.getWorkflow(OSWorkflowManager.java:276)
	at com.atlassian.jira.workflow.OSWorkflowManager.getActionDescriptor(OSWorkflowManager.java:389)
	at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
	at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:62)
	at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43)
	at java.lang.reflect.Method.invoke(Method.java:498)
	at com.atlassian.plugin.util.ContextClassLoaderSettingInvocationHandler.invoke(ContextClassLoaderSettingInvocationHandler.java:26)
	at com.sun.proxy.$Proxy96.getActionDescriptor(Unknown Source)
	... 3 filtered
	at java.lang.reflect.Method.invoke(Method.java:498)
	at org.springframework.aop.support.AopUtils.invokeJoinpointUsingReflection(AopUtils.java:317)
	at org.eclipse.gemini.blueprint.service.importer.support.internal.aop.ServiceInvoker.doInvoke(ServiceInvoker.java:56)
	at org.eclipse.gemini.blueprint.service.importer.support.internal.aop.ServiceInvoker.invoke(ServiceInvoker.java:60)
	at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:179)
	at org.springframework.aop.support.DelegatingIntroductionInterceptor.doProceed(DelegatingIntroductionInterceptor.java:133)
	at org.springframework.aop.support.DelegatingIntroductionInterceptor.invoke(DelegatingIntroductionInterceptor.java:121)
	at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:179)
	at org.eclipse.gemini.blueprint.service.util.internal.aop.ServiceTCCLInterceptor.invokeUnprivileged(ServiceTCCLInterceptor.java:70)
	at org.eclipse.gemini.blueprint.service.util.internal.aop.ServiceTCCLInterceptor.invoke(ServiceTCCLInterceptor.java:53)
	at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:179)
	at org.eclipse.gemini.blueprint.service.importer.support.LocalBundleContextAdvice.invoke(LocalBundleContextAdvice.java:57)
	at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:179)
	at org.springframework.aop.support.DelegatingIntroductionInterceptor.doProceed(DelegatingIntroductionInterceptor.java:133)
	at org.springframework.aop.support.DelegatingIntroductionInterceptor.invoke(DelegatingIntroductionInterceptor.java:121)
	at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:179)
	at org.springframework.aop.framework.JdkDynamicAopProxy.invoke(JdkDynamicAopProxy.java:207)
	at com.sun.proxy.$Proxy3600.getActionDescriptor(Unknown Source)
	at com.atlassian.servicedesk.internal.feature.customer.transitions.CustomerTransitionInternalServiceImpl.validateAndIncludeComment(CustomerTransitionInternalServiceImpl.java:313)
	at com.atlassian.servicedesk.internal.feature.customer.transitions.CustomerTransitionInternalServiceImpl.validateTransition(CustomerTransitionInternalServiceImpl.java:292)
	at com.atlassian.servicedesk.internal.feature.customer.transitions.CustomerTransitionInternalServiceImpl.executeTransition(CustomerTransitionInternalServiceImpl.java:263)
	at com.atlassian.servicedesk.internal.feature.customer.transitions.CustomerTransitionInternalServiceImpl.lambda$executeCustomerTransition$0(CustomerTransitionInternalServiceImpl.java:134)
	at io.atlassian.fugue.Either$RightProjection.flatMap(Either.java:870)
	at io.atlassian.fugue.Either.flatMap(Either.java:230)
	at com.atlassian.pocketknife.step.EitherStep1.then(EitherStep1.java:18)
	at com.atlassian.servicedesk.internal.feature.customer.transitions.CustomerTransitionInternalServiceImpl.executeCustomerTransition(CustomerTransitionInternalServiceImpl.java:134)
	at com.atlassian.servicedesk.internal.rest.customers.transitions.CustomerTransitionResource.lambda$doTransition$5(CustomerTransitionResource.java:89)
	at io.atlassian.fugue.Either$RightProjection.flatMap(Either.java:870)
	at io.atlassian.fugue.Either.flatMap(Either.java:230)
	at com.atlassian.pocketknife.step.EitherStep1.then(EitherStep1.java:18)
	at com.atlassian.servicedesk.internal.rest.customers.transitions.CustomerTransitionResource.doTransition(CustomerTransitionResource.java:89)
	at com.atlassian.servicedesk.internal.rest.customers.transitions.CustomerTransitionResource.lambda$transitionRequest$0(CustomerTransitionResource.java:70)
	at io.atlassian.fugue.Either$RightProjection.flatMap(Either.java:870)
	at io.atlassian.fugue.Either.flatMap(Either.java:230)
	at com.atlassian.pocketknife.step.EitherStep1.then(EitherStep1.java:18)
	at com.atlassian.servicedesk.internal.rest.customers.transitions.CustomerTransitionResource.transitionRequest(CustomerTransitionResource.java:70)
	... 3 filtered
	at java.lang.reflect.Method.invoke(Method.java:498)
	... 18 filtered
	at com.atlassian.plugins.rest.module.RestDelegatingServletFilter$JerseyOsgiServletContainer.doFilter(RestDelegatingServletFilter.java:154)
	... 1 filtered
	at com.atlassian.plugins.rest.module.RestDelegatingServletFilter.doFilter(RestDelegatingServletFilter.java:68)
	... 32 filtered
	at com.atlassian.servicedesk.internal.web.ExternalCustomerLockoutFilter.doFilter(ExternalCustomerLockoutFilter.java:56)
	... 4 filtered
	at com.atlassian.servicedesk.internal.web.UrlOperationalStatusCheckFilter.doFilterWhenLicensed(UrlOperationalStatusCheckFilter.java:38)
	at com.atlassian.servicedesk.internal.web.OperationalStatusAwareHttpFilter.doFilter(OperationalStatusAwareHttpFilter.java:27)
	... 4 filtered
	at com.atlassian.servicedesk.internal.web.PopulateEyeballForRestFilter.doFilterWhenLicensed(PopulateEyeballForRestFilter.java:36)
	at com.atlassian.servicedesk.internal.web.OperationalStatusAwareHttpFilter.doFilter(OperationalStatusAwareHttpFilter.java:27)
	... 8 filtered
	at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21)
	... 42 filtered
	at com.resolution.atlasplugins.samlsso.servlet.RedirectToSsoFilter.doFilter(RedirectToSsoFilter.java:45)
	... 3 filtered
	at com.atlassian.ams.shipit.servlet.filter.AbstractThreadFilter.runWithChangedThreadName(AbstractThreadFilter.java:71)
	at com.atlassian.ams.shipit.servlet.filter.AbstractThreadFilter.doFilter(AbstractThreadFilter.java:53)
	at com.atlassian.ams.shipit.servlet.filter.AbstractThreadFilter.doFilter(AbstractThreadFilter.java:37)
	... 14 filtered
	at com.atlassian.jira.security.JiraSecurityFilter.lambda$doFilter$0(JiraSecurityFilter.java:80)
	... 1 filtered
	at com.atlassian.jira.security.JiraSecurityFilter.doFilter(JiraSecurityFilter.java:78)
	... 16 filtered
	at com.atlassian.plugins.rest.module.servlet.RestSeraphFilter.doFilter(RestSeraphFilter.java:37)
	... 20 filtered
	at com.atlassian.jira.servermetrics.CorrelationIdPopulatorFilter.doFilter(CorrelationIdPopulatorFilter.java:30)
	... 5 filtered
	at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.lambda$invokeFilterChain$0(CustomerContextSettingFilter.java:181)
	at com.atlassian.servicedesk.internal.utils.context.ReentrantThreadLocalBasedCodeContext.rteInvoke(ReentrantThreadLocalBasedCodeContext.java:139)
	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.invisionapp.integration.jira.plugin.rest.RestAuthenticationFilter.doFilter(RestAuthenticationFilter.java:97)
	... 3 filtered
	at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21)
	... 4 filtered
	at com.atlassian.ams.shipit.servlet.filter.AbstractThreadFilter.runWithChangedThreadName(AbstractThreadFilter.java:71)
	at com.atlassian.ams.shipit.servlet.filter.AbstractThreadFilter.doFilter(AbstractThreadFilter.java:53)
	at com.atlassian.ams.shipit.servlet.filter.AbstractThreadFilter.doFilter(AbstractThreadFilter.java:37)
	... 3 filtered
	at com.atlassian.web.servlet.plugin.LocationCleanerFilter.doFilter(LocationCleanerFilter.java:36)
	... 7 filtered
	at net.bull.javamelody.MonitoringFilter.doFilter(MonitoringFilter.java:220)
	at net.bull.javamelody.MonitoringFilter.doFilter(MonitoringFilter.java:197)
	at net.bull.javamelody.PluginMonitoringFilter.doFilter(PluginMonitoringFilter.java:85)
	at net.bull.javamelody.JiraMonitoringFilter.doFilter(JiraMonitoringFilter.java:128)
	... 25 filtered
	at com.atlassian.jira.servermetrics.MetricsCollectorFilter.doFilter(MetricsCollectorFilter.java:25)
	... 28 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)

Workaround

Transition the issue via Service Desk agent issue view.
Modify any third-party scripts to prevent them from adding a customer to Request Participants if that customer is also the Reporter on an issue.

Notes

Related to ~~JSDCLOUD-5241~~

is duplicated by

JSDSERVER-5353 Having the same user as Reporter and Assignee leaves the issue not transitionable through Customer Portal

Closed

is related to

JSDSERVER-5176 User within organization cannot Share issue with himself

Closed

JSDSERVER-6402 Not able to transition in Customer Portal when user is both the Reporter and Request Participant but do not have Modify Reporter permission

Closed

relates to

JSDCLOUD-5241 Having the same user as reporter and request participants leaves the issue not transitionable through customer portal

Closed

JSDSERVER-5112 In portal attempt to share with reporter throws "failed to update request participants field, error"

Closed

JSDSERVER-5168 JIRA does not prevent setting Reporter to a Request Participant

Closed

JSDSERVER-5353 Having the same user as Reporter and Assignee leaves the issue not transitionable through Customer Portal

Closed

causes: CST-6605 Loading...; CST-7303 Loading...

mentioned in: Page Loading...; Page Loading...; Page Loading...

(2 relates to, 2 causes, 3 mentioned in)

Details

Description

Summary

Environment

Steps to Reproduce

Expected Results

Actual Results

Workaround

Notes

Attachments

Issue Links

Activity

People

Dates

Backbone Issue Sync