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  1. Jira Service Management Data Center
  2. JSDSERVER-5545

Unable to create IT Service Desk project in default Czech, Russian, Slovak, Polish, French

      Summary

      It is not possible to create an IT Service Desk project if the default language is set to Czech, Russian, Slova, Polish or French.

      Affected version
      Service Desk 3.9 (Server) & 3.10.0

      Steps to Reproduce

      • Set the default language to any of the languages mentioned.
      • Create an IT Service Desk project

      Expected Results

      • IT Service Desk project created

      Actual Results

      • IT Service Desk project not created

      The following error is thrown:

      2017-12-05 09:09:52,553 http-nio-8080-exec-5 ERROR mcelveen 549x188x1 1lpdenn 0:0:0:0:0:0:0:1 /rest/project-templates/1.0/templates [c.a.jira.project.ProjectCreateRegistrarImpl] The handler with id com.atlassian.jira.project-templates-plugin:apply-project-template-handler threw an exception while handling a notification about a project being created
      java.lang.IndexOutOfBoundsException: Index: 0, Size: 0
      	at java.util.ArrayList.rangeCheck(ArrayList.java:653)
      	at java.util.ArrayList.get(ArrayList.java:429)
      	at com.atlassian.servicedesk.internal.sla.configuration.SLAGettingStartedServiceImpl.lambda$createTimeToApproveNormalChangeGoals$20(SLAGettingStartedServiceImpl.java:559)
      	at io.atlassian.fugue.Option$Some.forEach(Option.java:468)
      	at com.atlassian.servicedesk.internal.sla.configuration.SLAGettingStartedServiceImpl.createTimeToApproveNormalChangeGoals(SLAGettingStartedServiceImpl.java:540)
      	at com.atlassian.servicedesk.internal.sla.configuration.SLAGettingStartedServiceImpl.lambda$createTimeToApproveNormalChangeMetricForEmptyProject$18(SLAGettingStartedServiceImpl.java:529)
      	at io.atlassian.fugue.Either$RightProjection.flatMap(Either.java:886)
      	at io.atlassian.fugue.Either.flatMap(Either.java:231)
      	at com.atlassian.servicedesk.internal.sla.configuration.SLAGettingStartedServiceImpl.createTimeToApproveNormalChangeMetricForEmptyProject(SLAGettingStartedServiceImpl.java:529)
      	at com.atlassian.servicedesk.internal.sla.configuration.SLAGettingStartedServiceImpl.lambda$null$5(SLAGettingStartedServiceImpl.java:249)
      	at com.atlassian.servicedesk.internal.sla.configuration.SLAGettingStartedServiceImpl.conditionallyCreateTimeMetric(SLAGettingStartedServiceImpl.java:211)
      	at com.atlassian.servicedesk.internal.sla.configuration.SLAGettingStartedServiceImpl.lambda$createSLAConfigurationForEmptyProject$6(SLAGettingStartedServiceImpl.java:247)
      	at com.atlassian.pocketknife.step.EitherStep4.lambda$null$0(EitherStep4.java:29)
      	at io.atlassian.fugue.Either$RightProjection.flatMap(Either.java:886)
      	at io.atlassian.fugue.Either.flatMap(Either.java:231)
      	at com.atlassian.pocketknife.step.EitherStep4.lambda$null$1(EitherStep4.java:29)
      	at io.atlassian.fugue.Either$RightProjection.flatMap(Either.java:886)
      	at io.atlassian.fugue.Either.flatMap(Either.java:231)
      	at com.atlassian.pocketknife.step.EitherStep4.lambda$null$2(EitherStep4.java:28)
      	at io.atlassian.fugue.Either$RightProjection.flatMap(Either.java:886)
      	at io.atlassian.fugue.Either.flatMap(Either.java:231)
      	at com.atlassian.pocketknife.step.EitherStep4.lambda$then$3(EitherStep4.java:27)
      	at io.atlassian.fugue.Either$RightProjection.flatMap(Either.java:886)
      	at io.atlassian.fugue.Either.flatMap(Either.java:231)
      	at com.atlassian.pocketknife.step.EitherStep4.then(EitherStep4.java:26)
      	at com.atlassian.servicedesk.internal.sla.configuration.SLAGettingStartedServiceImpl.createSLAConfigurationForEmptyProject(SLAGettingStartedServiceImpl.java:245)
      	at com.atlassian.servicedesk.internal.feature.gettingstarted.GettingStartedService.com$atlassian$servicedesk$internal$feature$gettingstarted$GettingStartedService$$createSLAConfigurationForEmptyProject(GettingStartedService.scala:370)
      	at com.atlassian.servicedesk.internal.feature.gettingstarted.GettingStartedService$$anonfun$cr$$$$fd6c9f961a85c96bf6268fce24f4f39$$$$$anonfun$apply$5$$anonfun$apply$6$$anonfun$apply$7.apply(GettingStartedService.scala:166)
      	at com.atlassian.servicedesk.internal.feature.gettingstarted.GettingStartedService$$anonfun$cr$$$$fd6c9f961a85c96bf6268fce24f4f39$$$$$anonfun$apply$5$$anonfun$apply$6$$anonfun$apply$7.apply(GettingStartedService.scala:163)
      	at scalaz.$bslash$div.flatMap(Either.scala:134)
      	at com.atlassian.servicedesk.internal.feature.gettingstarted.GettingStartedService$$anonfun$cr$$$$fd6c9f961a85c96bf6268fce24f4f39$$$$$anonfun$apply$5$$anonfun$apply$6.apply(GettingStartedService.scala:163)
      	at com.atlassian.servicedesk.internal.feature.gettingstarted.GettingStartedService$$anonfun$cr$$$$fd6c9f961a85c96bf6268fce24f4f39$$$$$anonfun$apply$5$$anonfun$apply$6.apply(GettingStartedService.scala:160)
      	at scalaz.$bslash$div.flatMap(Either.scala:134)
      	at com.atlassian.servicedesk.internal.feature.gettingstarted.GettingStartedService$$anonfun$createServiceDeskForEmptyProject$1$$anonfun$apply$2$$anonfun$apply$3$$anonfun$apply$4$$anonfun$apply$5.apply(GettingStartedService.scala:160)
      	at com.atlassian.servicedesk.internal.feature.gettingstarted.GettingStartedService$$anonfun$createServiceDeskForEmptyProject$1$$anonfun$apply$2$$anonfun$apply$3$$anonfun$apply$4$$anonfun$apply$5.apply(GettingStartedService.scala:157)
      	at scalaz.$bslash$div.flatMap(Either.scala:134)
      	at com.atlassian.servicedesk.internal.feature.gettingstarted.GettingStartedService$$anonfun$createServiceDeskForEmptyProject$1$$anonfun$apply$2$$anonfun$apply$3$$anonfun$apply$4.apply(GettingStartedService.scala:157)
      	at com.atlassian.servicedesk.internal.feature.gettingstarted.GettingStartedService$$anonfun$createServiceDeskForEmptyProject$1$$anonfun$apply$2$$anonfun$apply$3$$anonfun$apply$4.apply(GettingStartedService.scala:154)
      	at scalaz.$bslash$div.flatMap(Either.scala:134)
      	at com.atlassian.servicedesk.internal.feature.gettingstarted.GettingStartedService$$anonfun$createServiceDeskForEmptyProject$1$$anonfun$apply$2$$anonfun$apply$3.apply(GettingStartedService.scala:154)
      	at com.atlassian.servicedesk.internal.feature.gettingstarted.GettingStartedService$$anonfun$createServiceDeskForEmptyProject$1$$anonfun$apply$2$$anonfun$apply$3.apply(GettingStartedService.scala:151)
      	at scalaz.$bslash$div.flatMap(Either.scala:134)
      	at com.atlassian.servicedesk.internal.feature.gettingstarted.GettingStartedService$$anonfun$createServiceDeskForEmptyProject$1$$anonfun$apply$2.apply(GettingStartedService.scala:151)
      	at com.atlassian.servicedesk.internal.feature.gettingstarted.GettingStartedService$$anonfun$createServiceDeskForEmptyProject$1$$anonfun$apply$2.apply(GettingStartedService.scala:146)
      	at scalaz.$bslash$div.flatMap(Either.scala:134)
      	at com.atlassian.servicedesk.internal.feature.gettingstarted.GettingStartedService$$anonfun$createServiceDeskForEmptyProject$1.apply(GettingStartedService.scala:146)
      	at com.atlassian.servicedesk.internal.feature.gettingstarted.GettingStartedService$$anonfun$createServiceDeskForEmptyProject$1.apply(GettingStartedService.scala:143)
      	at scalaz.$bslash$div.flatMap(Either.scala:134)
      	at com.atlassian.servicedesk.internal.feature.gettingstarted.GettingStartedService.createServiceDeskForEmptyProject(GettingStartedService.scala:143)
      	at com.atlassian.servicedesk.internal.project.ServiceDeskProjectConfigurator.callGettingStartedServiceToCreateServiceDesk(ServiceDeskProjectConfigurator.java:70)
      	at com.atlassian.servicedesk.internal.project.ServiceDeskProjectConfigurator.lambda$configure$0(ServiceDeskProjectConfigurator.java:55)
      	at io.atlassian.fugue.Either$RightProjection.flatMap(Either.java:886)
      	at io.atlassian.fugue.Either.flatMap(Either.java:231)
      	at com.atlassian.pocketknife.step.EitherStep1.then(EitherStep1.java:18)
      	at com.atlassian.servicedesk.internal.project.ServiceDeskProjectConfigurator.configure(ServiceDeskProjectConfigurator.java:54)
      	at com.atlassian.servicedesk.internal.project.template.hook.ItilV2ServiceDeskAddProjectHook.configure(ItilV2ServiceDeskAddProjectHook.java:17)
      	at com.atlassian.jira.projecttemplates.service.ApplyProjectTemplateHandler.applyProjectTemplate(ApplyProjectTemplateHandler.java:65)
      	at com.atlassian.jira.projecttemplates.service.ApplyProjectTemplateHandler.onProjectCreated(ApplyProjectTemplateHandler.java:53)
      	at com.atlassian.jira.project.ProjectCreateRegistrarImpl.notifyAllHandlers(ProjectCreateRegistrarImpl.java:35)
      	at com.atlassian.jira.bc.project.DefaultProjectService.notifyHandlersOfProjectCreated(DefaultProjectService.java:394)
      	at com.atlassian.jira.bc.project.DefaultProjectService.createProjectInternal(DefaultProjectService.java:379)
      	at com.atlassian.jira.bc.project.DefaultProjectService.createProject(DefaultProjectService.java:349)
      	... 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.$Proxy278.createProject(Unknown Source)
      	... 3 filtered
      	at java.lang.reflect.Method.invoke(Method.java:498)
      	at com.atlassian.plugin.osgi.bridge.external.HostComponentFactoryBean$DynamicServiceInvocationHandler.invoke(HostComponentFactoryBean.java:136)
      	at com.sun.proxy.$Proxy278.createProject(Unknown Source)
      	at com.atlassian.jira.projecttemplates.service.ProjectTemplateServiceImpl.applyProjectTemplate(ProjectTemplateServiceImpl.java:173)
      	at com.atlassian.jira.projecttemplates.rest.ProjectTemplatesResource.createProjectFromFormRequest(ProjectTemplatesResource.java:170)
      	... 3 filtered
      	at java.lang.reflect.Method.invoke(Method.java:498)
      	at com.sun.jersey.spi.container.JavaMethodInvokerFactory$1.invoke(JavaMethodInvokerFactory.java:60)
      	... 12 filtered
      	at com.atlassian.plugins.rest.module.RestDelegatingServletFilter$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)
      	... 13 filtered
      	at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21)
      	... 53 filtered
      	at com.atlassian.jira.security.JiraSecurityFilter.lambda$doFilter$0(JiraSecurityFilter.java:66)
      	... 1 filtered
      	at com.atlassian.jira.security.JiraSecurityFilter.doFilter(JiraSecurityFilter.java:64)
      	... 16 filtered
      	at com.atlassian.plugins.rest.module.servlet.RestSeraphFilter.doFilter(RestSeraphFilter.java:37)
      	... 19 filtered
      	at com.atlassian.jira.servermetrics.CorrelationIdPopulatorFilter.doFilter(CorrelationIdPopulatorFilter.java:30)
      	... 5 filtered
      	at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.lambda$invokeFilterChain$0(CustomerContextSettingFilter.java:181)
      	at com.atlassian.servicedesk.internal.api.util.context.ReentrantThreadLocalBasedCodeContext.rteInvoke(ReentrantThreadLocalBasedCodeContext.java:137)
      	at com.atlassian.servicedesk.internal.api.util.context.ReentrantThreadLocalBasedCodeContext.runOutOfContext(ReentrantThreadLocalBasedCodeContext.java:90)
      	at com.atlassian.servicedesk.internal.utils.context.CustomerContextServiceImpl.runOutOfCustomerContext(CustomerContextServiceImpl.java:47)
      	at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.outOfCustomerContext(CustomerContextSettingFilter.java:174)
      	at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.doFilterImpl(CustomerContextSettingFilter.java:130)
      	at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.doFilter(CustomerContextSettingFilter.java:121)
      	... 4 filtered
      	at com.atlassian.jwt.internal.servlet.JwtAuthFilter.doFilter(JwtAuthFilter.java:32)
      	... 8 filtered
      	at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21)
      	... 4 filtered
      	at com.atlassian.web.servlet.plugin.LocationCleanerFilter.doFilter(LocationCleanerFilter.java:36)
      	... 26 filtered
      	at com.atlassian.jira.servermetrics.MetricsCollectorFilter.doFilter(MetricsCollectorFilter.java:25)
      	... 23 filtered
      	at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1142)
      	at java.util.concurrent.ThreadPoolExecutor$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)
      
      • With MySQL, the following error is shown:
        2018-01-30 23:02:42,284 http-nio-8080-exec-18 ERROR docmind 1382x904x1 1mj3gh7 41.242.88.32 /rest/project-templates/1.0/templates [c.a.jira.project.ProjectCreateRegistrarImpl] The handler with id com.atlassian.jira.project-templates-plugin:apply-project-template-handler threw an exception while handling a notification about a project being created
        com.atlassian.jira.exception.DataAccessException: org.ofbiz.core.entity.GenericEntityException: while inserting: [GenericEntity:Status][sequence,23][statuscategory,2][name,Approbation par gestionnaire de modification/évaluation par les pairs][iconurl,/images/icons/status_generic.gif][description,This was auto-generated by JIRA Service Desk during workflow import][id,10016] (SQL Exception while executing the following:INSERT INTO issuestatus (ID, SEQUENCE, pname, DESCRIPTION, ICONURL, STATUSCATEGORY) VALUES (?, ?, ?, ?, ?, ?) (Data truncation: Data too long for column 'pname' at row 1)) 
        

      Workaround
      Change the default language to English (US), create the IT Service Desk project then change the default language back to the language of interest.

      Note
      Having JIRA using English Language with with the Change Type Normal removed from the Change Type Custom field, also produces the above issue.

        1. CzechErrorITProject.txt
          24 kB
        2. RussianErrorITProject.txt
          24 kB
        3. SlovakErrorITProject.txt
          24 kB

          Form Name

            [JSDSERVER-5545] Unable to create IT Service Desk project in default Czech, Russian, Slovak, Polish, French

            Jonathan Proulx added a comment - - edited

            @Dmitry Telegin
            This is indeed a duplicate. As I stated earlier, the workaround in JSDSERVER-5645 or other workaround stated here are unacceptable when translation is mandatory.

            @Rene Chiquete
            This is not just "inconvenient". You are currently selling a feature that is not working. The ITIL-certified service desk. Basically, Jira Service Desk is not ITIL anymore for several languages. The severity of this issue should be raised up, as several client could issue refund based on this.
            https://www.atlassian.com/software/jira/service-desk/features

            Jonathan Proulx added a comment - - edited @Dmitry Telegin This is indeed a duplicate. As I stated earlier, the workaround in JSDSERVER-5645 or other workaround stated here are unacceptable when translation is mandatory. @Rene Chiquete This is not just "inconvenient". You are currently selling a feature that is not working. The ITIL-certified service desk. Basically, Jira Service Desk is not ITIL anymore for several languages. The severity of this issue should be raised up, as several client could issue refund based on this. https://www.atlassian.com/software/jira/service-desk/features

            @Jozsef Lehocz @Jonathan Proulx @Julien Rey

            Guys, I'm afraid there has been some misunderstanding here - the VARCHAR(60) bug is a completely different one (namely JSDSERVER-5645), which has been mistakenly marked as a duplicate and merged into this issue. That bug affects French, Hungarian and Polish only and has an easy workaround (see JSDSERVER-5645 details).

            Dmitry Telegin added a comment - @Jozsef Lehocz @Jonathan Proulx @Julien Rey Guys, I'm afraid there has been some misunderstanding here - the VARCHAR(60) bug is a completely different one (namely JSDSERVER-5645 ), which has been mistakenly marked as a duplicate and merged into this issue. That bug affects French, Hungarian and Polish only and has an easy workaround (see JSDSERVER-5645 details).

            Hello! To give a bit more of context, and giving more options to work around this issue: Service Desk bundles 3 'types' of projects (Basic, IT and Customer Service), but they are actually all the same SD project with a few different Initial request types and sample workflows, all of which can be configured manually; you can get a IT project starting from a Basic Project, or a Customer Service form an IT one, etc. We understand that this may be inconvenient, but while the bug is fixed, it is more accessible to do so than hacking the database or modifying files, which is not supported at all by Atlassian. if there is any particular issue that cannot be solved in this way, please let us know.

            Rene C. [Atlassian Support] added a comment - Hello! To give a bit more of context, and giving more options to work around this issue: Service Desk bundles 3 'types' of projects (Basic, IT and Customer Service), but they are actually all the same SD project with a few different Initial request types and sample workflows, all of which can be configured manually; you can get a IT project starting from a Basic Project, or a Customer Service form an IT one, etc. We understand that this may be inconvenient, but while the bug is fixed, it is more accessible to do so than hacking the database or modifying files, which is not supported at all by Atlassian. if there is any particular issue that cannot be solved in this way, please let us know.

            Please update the bug affect versions to add 3.11.0.

            Note that all workaround proposed in the various bug raised related to this case were unacceptable for our organization, as this prevent the project from being translated. In my state, there are laws targeting public organization that inforce the use of sofware that provide support for our official language. As this is not the case anymore for Jira Service Desk, because of this issue, we are forced to reconsider the use of this product if the issue is not fixed short term.

            From my point of view, another related issue should also be raised in the translations.atlassian.com product, as accepted translations dont consider the maximum length of the database field where the value will end up.

            I would also suggest you to create an improvement in Jira to allow the deletion in batch of inactive issue type schemes, workflows, workflow schemes, screens, screen schemes, issue type screen schemes, permission schemes. That is, for each tentative to create the IT service desk project, it created a bunch of inactive items in all of those section. A database transaction of some kind could be interesting to add to avoid such mess, that take significant time to recover from (deleting item one by one).

            That being said, thanks for your support. Hoping my comment will help you resolve this issue.

            Jonathan Proulx added a comment - Please update the bug affect versions to add 3.11.0. Note that all workaround proposed in the various bug raised related to this case were unacceptable for our organization, as this prevent the project from being translated. In my state, there are laws targeting public organization that inforce the use of sofware that provide support for our official language. As this is not the case anymore for Jira Service Desk, because of this issue, we are forced to reconsider the use of this product if the issue is not fixed short term. From my point of view, another related issue should also be raised in the translations.atlassian.com product, as accepted translations dont consider the maximum length of the database field where the value will end up. I would also suggest you to create an improvement in Jira to allow the deletion in batch of inactive issue type schemes, workflows, workflow schemes, screens, screen schemes, issue type screen schemes, permission schemes. That is, for each tentative to create the IT service desk project, it created a bunch of inactive items in all of those section. A database transaction of some kind could be interesting to add to avoid such mess, that take significant time to recover from (deleting item one by one). That being said, thanks for your support. Hoping my comment will help you resolve this issue.

            Jonathan Proulx added a comment - - edited

            Note that the language list provided by Dmitry Telegin is not accurate, as with service desk 3.11.0, I have the same issue with French language. The workaround for me has been to increase the database field to 80.

            Jonathan Proulx added a comment - - edited Note that the language list provided by Dmitry Telegin is not accurate, as with service desk 3.11.0, I have the same issue with French language. The workaround for me has been to increase the database field to 80.

            lehocz.jozsef679737418 be advised that the language needs to be changed in the system level of Jira, not just on the profile. I have tested and it should work. In case you keep having issues, please raise a support request for Atlassian Support to give it a look as it might be a different issue (or reopen the request you already have).

            Rene C. [Atlassian Support] added a comment - - edited lehocz.jozsef679737418 be advised that the language needs to be changed in the system level of Jira, not just on the profile. I have tested and it should work. In case you keep having issues, please raise a support request for Atlassian Support to give it a look as it might be a different issue (or reopen the request you already have).

            Jozsef Lehocz added a comment - - edited

            Hello,

            We have walked through the suggested workaround, however it did not help. We got the same error in the log (value too long for type character varying (60)) after restating JSD. We use Hungarian language.

            Regards,

            Jozsef Lehocz

            Jozsef Lehocz added a comment - - edited Hello, We have walked through the suggested workaround, however it did not help. We got the same error  in the log (value too long for type character varying (60)) after restating JSD. We use Hungarian language. Regards, Jozsef Lehocz

            Dmitry Telegin added a comment - - edited

            For the sake of preciseness, here's the complete list of languages that will give you failure while creating ITSM project:

            • Czech
            • Estonian
            • Finnish
            • Hungarian
            • Icelandic
            • Italian
            • Polish
            • Russian
            • Slovak
            • Chinese

            Here are the languages that cause no problems:

            • Danish
            • English
            • German
            • Spanish
            • French
            • Norwegian
            • Romanian
            • Swedish

            (Spoiler: in the second group of languages, the word "normal" translates exactly to "normal", i.e. the spelling of the translation is identical to that of the English counterpart; in the first group, the translation is different. Sounds crazy? Check tech details below.)

            Workaround:

            1. Navigate to your JSD install dir
            2. Find atlassian-jira/WEB-INF/application-installation/jira-servicedesk-application/jira-servicedesk-application-3.10.1.jar
            3. Inside, find i18n/sd-i18n_xx_XX.properties for your language
            4. Find the following key:
              sd.project.template.itil.v2.custom.field.change.type.value.normal=...
              
            5. Replace the value with Normal
            6. If patching a live JSD instance, copy the updated jira-servicedesk-application-3.10.1.jar to your $JIRA_HOME/plugins/installed-plugins
            7. Restart JSD

            (Tech details: seems like the SLA setup code in SLAGettingStartedServiceImpl tries to retrieve a "Normal" option value for the "Change type" custom field, but does it with an i18n'ed search key. However, the values in the database are not i18n'ed. If the search key is different from "Normal", the query doesn't return anything, hence the above error.)

            Dmitry Telegin added a comment - - edited For the sake of preciseness, here's the complete list of languages that will give you failure while creating ITSM project: Czech Estonian Finnish Hungarian Icelandic Italian Polish Russian Slovak Chinese Here are the languages that cause no problems: Danish English German Spanish French Norwegian Romanian Swedish (Spoiler: in the second group of languages, the word "normal" translates exactly to "normal", i.e. the spelling of the translation is identical to that of the English counterpart; in the first group, the translation is different. Sounds crazy? Check tech details below.) Workaround: Navigate to your JSD install dir Find atlassian-jira/WEB-INF/application-installation/jira-servicedesk-application/jira-servicedesk-application-3.10.1.jar Inside, find i18n/sd-i18n_xx_XX.properties for your language Find the following key: sd.project.template.itil.v2.custom.field.change.type.value.normal=... Replace the value with Normal If patching a live JSD instance, copy the updated jira-servicedesk-application-3.10.1.jar to your $JIRA_HOME/plugins/installed-plugins Restart JSD (Tech details: seems like the SLA setup code in SLAGettingStartedServiceImpl tries to retrieve a "Normal" option value for the "Change type" custom field, but does it with an i18n'ed search key. However, the values in the database are not i18n'ed. If the search key is different from "Normal", the query doesn't return anything, hence the above error.)

              desingh Deeksha Singh (Inactive)
              bmcelveen Branden McElveen (Inactive)
              Affected customers:
              7 This affects my team
              Watchers:
              20 Start watching this issue

                Created:
                Updated:
                Resolved: