[JSDSERVER-5465] Jira Toolkit AuthorOfLastUpdateOrCommentCFType does not handle renamed usernames

Type: Bug
Resolution: Fixed
Priority: Low
Fix Version/s: None
Affects Version/s: 3.2.7, 3.8.1
Component/s: Email - Incoming
Labels:
- affects-server

Bug Fix Policy:
View Atlassian Server bug fix policy

Summary of Issue

When a User has been previously renamed, if that user sends in an Email (with CC participants) to the Jira Service Desk handler, the Jira Service Desk Handler will create the ticket but not add the participants due to what appears like the Jira Toolkit AuthorOfLastUpdateOrCommentCFType not obtaining the correctly mapped field in app_user.

How to reproduce

Install JIRA Service Desk
- Create a new user on setup with email address admin@mydomain.com
Through Jira Administration » Add-ons » Find new add-ons
- Install Jira Toolkit
Navigate to the Issues » Custom Fields page
- Create a new Advanced » Username of last updater or commenter and add this to all the screens
Setup Jira Service Desk Mail Handler with say jira@mydomain.com as the listening email address
Create a new user in Jira Administration » User Management: support@mydomain.com with email address support@mydomain.com
- Rename support@mydomain.com and email address to support_leave@mydomain.com. Make this account inactive.
- After the above - app_user: support@mydomain.com mapped to support_leave@mydomain.com
Create another new user test@mydomain.com with email address support@mydomain.com
- Rename test@mydomain.com to support@mydomain.com
- After the above - app_user: test@mydomain.com mapped to support@mydomain.com
Navigate to Jira Administration » System » Logging and profiling
- Enable Incoming Mail debugging (you may need to add a dummy Incoming POP mail Server to access this debug)
- Set com.atlassian to DEBUG
Send email from support@mydomain.com to jira@mydomain.com CC admin@mydomain.com. CC must be included to trigger the exception.

Running a tail -f on atlassian-jira-incoming-mail.log will result in this stack trace:

com.atlassian.jira.exception.DataAccessException: com.atlassian.jira.issue.customfields.impl.FieldValidationException: User 'test@mydomain.com' was not found in the system.
	at com.atlassian.jira.issue.fields.ImmutableCustomField.updateIssue(ImmutableCustomField.java:1042) [classes/:?]
	at com.atlassian.jira.bc.issue.DefaultIssueService.updateIssueFromFieldsWithoutScreenCheck(DefaultIssueService.java:850) [classes/:?]
	at com.atlassian.jira.bc.issue.DefaultIssueService.updateIssueFromFields(DefaultIssueService.java:803) [classes/:?]
	at com.atlassian.jira.bc.issue.DefaultIssueService.validateAndUpdateIssueFromFields(DefaultIssueService.java:684) [classes/:?]
	at com.atlassian.jira.bc.issue.DefaultIssueService.validateUpdate(DefaultIssueService.java:286) [classes/:?]
...
	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$5(RequestParticipantsInternalManagerImpl.java:71) [?:?]
...
Caused by: com.atlassian.jira.issue.customfields.impl.FieldValidationException: User 'test@mydomain.com' was not found in the system.
	at com.atlassian.jira.issue.customfields.converters.UserConverterImpl.getUser(UserConverterImpl.java:50) [classes/:?]
	at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) [?:1.8.0_102]
	at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:62) [?:1.8.0_102]
	at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43) [?:1.8.0_102]
	at java.lang.reflect.Method.invoke(Method.java:498) [?:1.8.0_102]
	at com.atlassian.plugin.util.ContextClassLoaderSettingInvocationHandler.invoke(ContextClassLoaderSettingInvocationHandler.java:26) [atlassian-plugins-core-4.1.0.jar:?]
	at com.sun.proxy.$Proxy28.getUser(Unknown Source) [?:?]
	at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) [?:1.8.0_102]
	at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:62) [?:1.8.0_102]
	at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43) [?:1.8.0_102]
	at java.lang.reflect.Method.invoke(Method.java:498) [?:1.8.0_102]
	at com.atlassian.plugin.osgi.bridge.external.HostComponentFactoryBean$DynamicServiceInvocationHandler.invoke(HostComponentFactoryBean.java:136) [?:?]
	at com.sun.proxy.$Proxy28.getUser(Unknown Source) [?:?]
	at com.atlassian.jira.toolkit.customfield.AuthorOfLastUpdateOrCommentCFType.getSingularObjectFromString(AuthorOfLastUpdateOrCommentCFType.java:55) [?:?]
	at com.atlassian.jira.issue.customfields.impl.CalculatedCFType.getValueFromCustomFieldParams(CalculatedCFType.java:65) [jira-api-7.2.7.jar:?]
	at com.atlassian.jira.issue.fields.ImmutableCustomField.updateIssue(ImmutableCustomField.java:1038) [classes/:?]
	... 121 more

Expected Result

As both the sender and participant are valid users, the participants should have been added to the newly created ticket.

Actual Result

The above stack trace is thrown, the ticket is then created with no participants added.

Cause

The root cause appears to be caused by Jira Toolkit Pligin and specifically the Username of last updater or commenter (AuthorOfLastUpdateOrCommentCFType) Custom Field type not handling the scenario when a user has been renamed.

Resolution

Update the Jira Toolkit add-on to at least Version 0.35.14 which fixes this bug.

is related to

JSDCLOUD-5744 Renamed users are unable to transition issue from the Customer Portal

Closed

relates to: JTOOL-238 Loading...

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

Workflow	Original: JSD Bug Workflow v5 - TEMP [ 2471218 ]	New: JAC Bug Workflow v3 [ 3125895 ]
Status	Original: Done [ 10044 ]	New: Closed [ 6 ]

Grégory Joseph (Inactive) made changes - 22/Nov/2017 1:09 AM

Link

New: This issue is related to ~~JSDCLOUD-5744~~ [ ~~JSDCLOUD-5744~~ ]

Matthew McMahon (Inactive) made changes - 01/Nov/2017 4:00 AM

Remote Link

New: This issue links to "JTOOL-238 (Ecosystem JIRA)" [ 329781 ]

Eric Lam made changes - 01/Nov/2017 2:28 AM

Description

Original: h2. *Summary of Issue*

When a User has been previously renamed, if that user sends in an Email (with CC participants) to the Jira Service Desk handler, the Jira Service Desk Handler will create the ticket but not add the participants due to what appears like the Jira Toolkit *AuthorOfLastUpdateOrCommentCFType* not obtaining the correctly mapped field in {{app_user}}.

h2. *How to reproduce*

# Install JIRA Service Desk
#* Create a new user on setup with email address {{admin@mydomain.com}}
# Through *Jira Administration* » *Add-ons* » *Find new add-ons*
#* Install *Jira Toolkit*
# Navigate to the *Issues* » *Custom Fields* page
#* Create a new *Advanced* » *Username of last updater or commenter* and add this to all the screens
# Setup Jira Service Desk Mail Handler with say _{{jira@mydomain.com}}_ as the listening email address
# Create a new user in Jira Administration » User Management: _{{support@mydomain.com}}_ with email address _{{support@mydomain.com}}_
#* Rename _{{support@mydomain.com}}_ and email address to _{{support\_leave@mydomain.com}}_. Make this account *inactive*.
#* After the above - *app_user*: {{support@mydomain.com}} mapped to {{support_leave@mydomain.com}}
# Create another new user _{{test@mydomain.com}}_ with email address _{{support@mydomain.com}}_
#* Rename _{{test@mydomain.com}}_ to _{{support@mydomain.com}}_
#* After the above - *app_user*: {{test@mydomain.com}} mapped to {{support@mydomain.com}}
# Navigate to *Jira Administration* » *System* » *Logging and profiling*
#* Enable Incoming Mail debugging (you may need to add a dummy Incoming POP mail Server to access this debug)
#* Set *{{com.atlassian}}* to *DEBUG*
# Send email from *{{support@mydomain.com}}* to {{jira@mydomain.com}} CC {{admin@mydomain.com}}. CC must be included to trigger the exception.

Running a {{tail -f}} on {{atlassian-jira-incoming-mail.log}} will result in this stack trace:

{code}
com.atlassian.jira.exception.DataAccessException: com.atlassian.jira.issue.customfields.impl.FieldValidationException: User 'test@mydomain.com' was not found in the system.
at com.atlassian.jira.issue.fields.ImmutableCustomField.updateIssue(ImmutableCustomField.java:1042) [classes/:?]
at com.atlassian.jira.bc.issue.DefaultIssueService.updateIssueFromFieldsWithoutScreenCheck(DefaultIssueService.java:850) [classes/:?]
at com.atlassian.jira.bc.issue.DefaultIssueService.updateIssueFromFields(DefaultIssueService.java:803) [classes/:?]
at com.atlassian.jira.bc.issue.DefaultIssueService.validateAndUpdateIssueFromFields(DefaultIssueService.java:684) [classes/:?]
at com.atlassian.jira.bc.issue.DefaultIssueService.validateUpdate(DefaultIssueService.java:286) [classes/:?]
...
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$5(RequestParticipantsInternalManagerImpl.java:71) [?:?]
...
Caused by: com.atlassian.jira.issue.customfields.impl.FieldValidationException: User 'test@mydomain.com' was not found in the system.
at com.atlassian.jira.issue.customfields.converters.UserConverterImpl.getUser(UserConverterImpl.java:50) [classes/:?]
at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) [?:1.8.0_102]
at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:62) [?:1.8.0_102]
at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43) [?:1.8.0_102]
at java.lang.reflect.Method.invoke(Method.java:498) [?:1.8.0_102]
at com.atlassian.plugin.util.ContextClassLoaderSettingInvocationHandler.invoke(ContextClassLoaderSettingInvocationHandler.java:26) [atlassian-plugins-core-4.1.0.jar:?]
at com.sun.proxy.$Proxy28.getUser(Unknown Source) [?:?]
at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) [?:1.8.0_102]
at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:62) [?:1.8.0_102]
at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43) [?:1.8.0_102]
at java.lang.reflect.Method.invoke(Method.java:498) [?:1.8.0_102]
at com.atlassian.plugin.osgi.bridge.external.HostComponentFactoryBean$DynamicServiceInvocationHandler.invoke(HostComponentFactoryBean.java:136) [?:?]
at com.sun.proxy.$Proxy28.getUser(Unknown Source) [?:?]
at com.atlassian.jira.toolkit.customfield.AuthorOfLastUpdateOrCommentCFType.getSingularObjectFromString(AuthorOfLastUpdateOrCommentCFType.java:55) [?:?]
at com.atlassian.jira.issue.customfields.impl.CalculatedCFType.getValueFromCustomFieldParams(CalculatedCFType.java:65) [jira-api-7.2.7.jar:?]
at com.atlassian.jira.issue.fields.ImmutableCustomField.updateIssue(ImmutableCustomField.java:1038) [classes/:?]
... 121 more
{code}

h2. *Expected Result*

As both the sender and participant are valid users, the participants should have been added to the newly created ticket.

h2. *Actual Result*

The above stack trace is thrown, the ticket is then created with no participants added.

h2. *Cause*

The root cause appears to be caused by [Jira Toolkit Pligin|https://marketplace.atlassian.com/plugins/com.atlassian.jira.toolkit/server/overview] and specifically the *Username of last updater or commenter* (AuthorOfLastUpdateOrCommentCFType) Custom Field type not handling the scenario when a user has been renamed.

h2. *Work around*

Delete the *Username of last updater or commenter* (AuthorOfLastUpdateOrCommentCFType) from *Jira Administration* » *Issues* » *Custom Fields*. Simply un-associating the Custom Field from the Custom Fields is not sufficient to avoid the Stack Trace error.

Review and implement the suggestion on this [Community Post|https://community.atlassian.com/t5/Jira-questions/Is-there-a-way-to-see-the-last-update-author/qaq-p/78531] if it fulfills the requirements.

New: h2. *Summary of Issue*

When a User has been previously renamed, if that user sends in an Email (with CC participants) to the Jira Service Desk handler, the Jira Service Desk Handler will create the ticket but not add the participants due to what appears like the Jira Toolkit *AuthorOfLastUpdateOrCommentCFType* not obtaining the correctly mapped field in {{app_user}}.

h2. *How to reproduce*

# Install JIRA Service Desk
#* Create a new user on setup with email address {{admin@mydomain.com}}
# Through *Jira Administration* » *Add-ons* » *Find new add-ons*
#* Install *Jira Toolkit*
# Navigate to the *Issues* » *Custom Fields* page
#* Create a new *Advanced* » *Username of last updater or commenter* and add this to all the screens
# Setup Jira Service Desk Mail Handler with say _{{jira@mydomain.com}}_ as the listening email address
# Create a new user in Jira Administration » User Management: _{{support@mydomain.com}}_ with email address _{{support@mydomain.com}}_
#* Rename _{{support@mydomain.com}}_ and email address to _{{support\_leave@mydomain.com}}_. Make this account *inactive*.
#* After the above - *app_user*: {{support@mydomain.com}} mapped to {{support_leave@mydomain.com}}
# Create another new user _{{test@mydomain.com}}_ with email address _{{support@mydomain.com}}_
#* Rename _{{test@mydomain.com}}_ to _{{support@mydomain.com}}_
#* After the above - *app_user*: {{test@mydomain.com}} mapped to {{support@mydomain.com}}
# Navigate to *Jira Administration* » *System* » *Logging and profiling*
#* Enable Incoming Mail debugging (you may need to add a dummy Incoming POP mail Server to access this debug)
#* Set *{{com.atlassian}}* to *DEBUG*
# Send email from *{{support@mydomain.com}}* to {{jira@mydomain.com}} CC {{admin@mydomain.com}}. CC must be included to trigger the exception.

Running a {{tail -f}} on {{atlassian-jira-incoming-mail.log}} will result in this stack trace:

{code}
com.atlassian.jira.exception.DataAccessException: com.atlassian.jira.issue.customfields.impl.FieldValidationException: User 'test@mydomain.com' was not found in the system.
at com.atlassian.jira.issue.fields.ImmutableCustomField.updateIssue(ImmutableCustomField.java:1042) [classes/:?]
at com.atlassian.jira.bc.issue.DefaultIssueService.updateIssueFromFieldsWithoutScreenCheck(DefaultIssueService.java:850) [classes/:?]
at com.atlassian.jira.bc.issue.DefaultIssueService.updateIssueFromFields(DefaultIssueService.java:803) [classes/:?]
at com.atlassian.jira.bc.issue.DefaultIssueService.validateAndUpdateIssueFromFields(DefaultIssueService.java:684) [classes/:?]
at com.atlassian.jira.bc.issue.DefaultIssueService.validateUpdate(DefaultIssueService.java:286) [classes/:?]
...
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$5(RequestParticipantsInternalManagerImpl.java:71) [?:?]
...
Caused by: com.atlassian.jira.issue.customfields.impl.FieldValidationException: User 'test@mydomain.com' was not found in the system.
at com.atlassian.jira.issue.customfields.converters.UserConverterImpl.getUser(UserConverterImpl.java:50) [classes/:?]
at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) [?:1.8.0_102]
at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:62) [?:1.8.0_102]
at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43) [?:1.8.0_102]
at java.lang.reflect.Method.invoke(Method.java:498) [?:1.8.0_102]
at com.atlassian.plugin.util.ContextClassLoaderSettingInvocationHandler.invoke(ContextClassLoaderSettingInvocationHandler.java:26) [atlassian-plugins-core-4.1.0.jar:?]
at com.sun.proxy.$Proxy28.getUser(Unknown Source) [?:?]
at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) [?:1.8.0_102]
at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:62) [?:1.8.0_102]
at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43) [?:1.8.0_102]
at java.lang.reflect.Method.invoke(Method.java:498) [?:1.8.0_102]
at com.atlassian.plugin.osgi.bridge.external.HostComponentFactoryBean$DynamicServiceInvocationHandler.invoke(HostComponentFactoryBean.java:136) [?:?]
at com.sun.proxy.$Proxy28.getUser(Unknown Source) [?:?]
at com.atlassian.jira.toolkit.customfield.AuthorOfLastUpdateOrCommentCFType.getSingularObjectFromString(AuthorOfLastUpdateOrCommentCFType.java:55) [?:?]
at com.atlassian.jira.issue.customfields.impl.CalculatedCFType.getValueFromCustomFieldParams(CalculatedCFType.java:65) [jira-api-7.2.7.jar:?]
at com.atlassian.jira.issue.fields.ImmutableCustomField.updateIssue(ImmutableCustomField.java:1038) [classes/:?]
... 121 more
{code}

h2. *Expected Result*

As both the sender and participant are valid users, the participants should have been added to the newly created ticket.

h2. *Actual Result*

The above stack trace is thrown, the ticket is then created with no participants added.

h2. *Cause*

The root cause appears to be caused by [Jira Toolkit Pligin|https://marketplace.atlassian.com/plugins/com.atlassian.jira.toolkit/server/overview] and specifically the *Username of last updater or commenter* (AuthorOfLastUpdateOrCommentCFType) Custom Field type not handling the scenario when a user has been renamed.

h2. *Resolution*

Update the [Jira Toolkit add-on|https://marketplace.atlassian.com/plugins/com.atlassian.jira.toolkit/server/overview] to at least Version 0.35.14 which fixes this bug.

Matthew McMahon (Inactive) added a comment - 01/Nov/2017 2:21 AM

Note that https://ecosystem.atlassian.net/projects/JTOOL/issues is the correct location to raise any issues with the JIRA Toolkit plugin.

Matthew McMahon (Inactive) added a comment - 01/Nov/2017 2:21 AM Note that https://ecosystem.atlassian.net/projects/JTOOL/issues is the correct location to raise any issues with the JIRA Toolkit plugin.

Matthew McMahon (Inactive) made changes - 01/Nov/2017 2:19 AM

Assignee

New: Matthew McMahon [ mmcmahon ]

Matthew McMahon (Inactive) made changes - 01/Nov/2017 2:19 AM

Resolution		New: Fixed [ 1 ]
Status	Original: Untriaged [ 11672 ]	New: Done [ 10044 ]

Matthew McMahon (Inactive) added a comment - 01/Nov/2017 2:19 AM

This has been fixed.

The problem is unrelated to JIRA Service Desk, but has been fixed in the latest version of JIRA Toolkit Plugin v0.35.14

https://marketplace.atlassian.com/plugins/com.atlassian.jira.toolkit/versions#b224

Matthew McMahon (Inactive) added a comment - 01/Nov/2017 2:19 AM This has been fixed. The problem is unrelated to JIRA Service Desk, but has been fixed in the latest version of JIRA Toolkit Plugin v0.35.14 https://marketplace.atlassian.com/plugins/com.atlassian.jira.toolkit/versions#b224

Matthew McMahon (Inactive) made changes - 01/Nov/2017 12:02 AM

Affects Version/s

New: 3.8.1 [ 75430 ]

Eric Lam made changes - 31/Oct/2017 11:50 PM

Affects Version/s

Original: 3.8.0 [ 73404 ]

Assignee:: Matthew McMahon (Inactive)

Reporter:: Eric Lam

Affected customers:: 0 This affects my team

Watchers:: 5 Start watching this issue

Created:: 30/Oct/2017 10:55 PM

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

Resolved:: 01/Nov/2017 2:19 AM

Jira Service Management Data Center

Details

Description

Summary of Issue

How to reproduce

Expected Result

Actual Result

Cause

Resolution

Attachments

Issue Links

Forms

Activity

Collapse comment: Matthew McMahon (Inactive) added a comment - 01/Nov/2017 2:21 AM

Expand comment: Matthew McMahon (Inactive) added a comment - 01/Nov/2017 2:21 AM

Collapse comment: Matthew McMahon (Inactive) added a comment - 01/Nov/2017 2:19 AM

Expand comment: Matthew McMahon (Inactive) added a comment - 01/Nov/2017 2:19 AM

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