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  1. Jira Service Management Data Center
  2. JSDSERVER-5353

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

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    • Icon: Bug Bug
    • Resolution: Duplicate
    • Icon: Low Low
    • None
    • 3.3.1, 3.3.2
    • Customer Portal
    • None

      Problem definition

      If the Reporter on a request is also the Assignee, the request cannot be transitioned via the Customer Portal.

      Steps to reproduce the issue

      1. Show the Resolve this issue transition on the customer portal as per this guide.
      2. As an Agent, create a request and assign it to yourself.
      3. Go to the Customer Portal and click on Resolve this issue.
      4. A pop-up for comment (optional) will be displayed, click on Resolve this issue.

      Expected result

      The issue is resolved.

      Actual result

      An error pop up, the issue is not resolved. An NPE below can be seen in the atlassian-jira.log.

      2017-08-24 14:28:13,133 http-nio-8082-exec-12 url:/rest/servicedesk/1/custo.../transition username:agent1  ERROR agent1 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)
...

      Workaround

      • Transition the issue via Service Desk agent issue view.
      • Assign the issue to other Agents.

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

            Owen made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2429619 ] New: JAC Bug Workflow v3 [ 3126197 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]
            Owen made changes -
            Symptom Severity Original: Major [ 14431 ] New: Severity 2 - Major [ 15831 ]
            Lachlan G (Inactive) made changes -
            Resolution New: Duplicate [ 3 ]
            Status Original: Untriaged [ 11672 ] New: Done [ 10044 ]
            Lachlan G (Inactive) made changes -
            Link New: This issue duplicates JSDSERVER-5162 [ JSDSERVER-5162 ]
            Michelle Chin made changes -
            Link New: This issue is related to JSDSERVER-5162 [ JSDSERVER-5162 ]
            Michelle Chin made changes -
            Description New: h3. Problem definition
            If the Reporter on a request is also the Assignee, the request cannot be transitioned via the Customer Portal.

            h3. Steps to reproduce the issue
            # Show the _Resolve this issue_ transition on the customer portal as per [this guide|https://confluence.atlassian.com/servicedeskserver033/configuring-the-customer-portal-861255225.html#Configuringthecustomerportal-addTransitionsAddtransitions].
            # As an Agent, create a request and assign it to yourself.
            # Go to the Customer Portal and click on _Resolve this issue_.
            # A pop-up for comment (optional) will be displayed, click on _Resolve this issue_.

            h3. Expected result
            The issue is resolved.

            h3. Actual result
            An error pop up, the issue is not resolved. An NPE below can be seen in the {{atlassian-jira.log}}.
            {code}
            2017-08-24 14:28:13,133 http-nio-8082-exec-12 url:/rest/servicedesk/1/custo.../transition username:agent1 ERROR agent1 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)
            ...
            {code}

            h3. Workaround
            * Transition the issue via Service Desk agent issue view.
            * Assign the issue to other Agents.
            Michelle Chin created issue -

              Unassigned Unassigned
              michin Michelle Chin
              Affected customers:
              1 This affects my team
              Watchers:
              1 Start watching this issue

                Created:
                Updated:
                Resolved: