Service Desk Queues appear blank and Customer Portal seems broken when using a Windows based reverse proxy

Summary

Service Desk Queues appear blank when using a Windows based reverse proxy

Environment

• Jira site is being served up via a windows based reverse proxy, such as IIS

Steps to Reproduce

1. Install Jira Service Desk 3.9.0
2. Setup a Windows Reverse proxy for Jira to use such as the steps in Integrating JIRA applications with IIS - Atlassian Documentation
3. Login as a Jira Admin, that also has application access to JSD (ie you are an Agent)
4. create a new Jira service Desk project (using a sample project with sample data works)
5. Visit that project's queues

Expected Results

Should be able to see those queues

Actual Results

The queue appears blank.
Also when generating a HAR file we can see HTTP 400 errors (Bad Request) for a pair of resources

https://wwwxxx.example.com/jira/s/829f1542a00a3b316cce28d94773a099-T/-ti4mc6/76002/ca607ec8b51d3f1fd5e6542230b47050/17de11d790a504112fc0738e9f7d40d9/_/download/contextbatch/js/jira.rich.editor,sd.project.queues,jira.view.issue,com.atlassian.jira.plugins.jira-development-integration-plugin:devstatus-dialog-resources-ctx,-_super,-jira.view.issue,-jira.global,-sd.project.api,-atl.general,-sd.project.sidebar.content,-sd.project.view,-jira.project.sidebar,-com.atlassian.jira.projects.sidebar.init,-jira.general,-browser-metrics-plugin.contrib/batch.js?agile_global_admin_condition=true&healthcheck-resources=true&is-server-instance=true&is-system-admin=true&jag=true&jaguser=true&jira.create.linked.issue=true&locale=de-DE&nps-acknowledged=true&nps-not-opted-out=true&richediton=true&sd_operational=true&user-logged-in=true

AND

https://wwwxxx.example.com/jira/s/22d5ee8ada865cc1e0c56d07dbe3d9de-T/-ti4mc6/76002/ca607ec8b51d3f1fd5e6542230b47050/17de11d790a504112fc0738e9f7d40d9/_/download/contextbatch/css/jira.rich.editor,sd.project.queues,jira.view.issue,com.atlassian.jira.plugins.jira-development-integration-plugin:devstatus-dialog-resources-ctx,-_super,-jira.view.issue,-jira.global,-sd.project.api,-atl.general,-sd.project.sidebar.content,-sd.project.view,-jira.project.sidebar,-com.atlassian.jira.projects.sidebar.init,-jira.general,-browser-metrics-plugin.contrib/batch.css?agile_global_admin_condition=true&healthcheck-resources=true&is-server-instance=true&is-system-admin=true&jag=true&jaguser=true&jira.create.linked.issue=true&nps-acknowledged=true&nps-not-opted-out=true&richediton=true&sd_operational=true&user-logged-in=true 

The first request has URL length of 823 characters, while the second that also failed has 812 characters. There were many other shorter URLs that loaded in the page correctly.

You will notice that both requests are calling on the element called 'sd.project.queues'.

Notes

This problem appears to be similar in nature to that of https://jira.atlassian.com/browse/JRASERVER-64917
While that bug ticket was in regards to the way issue linking in Jira can cause this problem in the same kind of environment, it appears that the way Service Desk is constructing URLs could also encounter this problem in some customers environments.

Luckily, the work-around on that bug ticket can also be applied here:

Cause

Due to the URL length increase, we are reaching the Windows Path Limit of 260 characters. This not the IIS URL limit. More details here:

• https://msdn.microsoft.com/en-us/library/aa365247(v=vs.85).aspx#maxpath
• https://social.msdn.microsoft.com/Forums/en-US/723e6bfd-cab7-417b-b487-67f1dcfa524f/uri-path-great-than-260-characters-yeilds-bad-request?forum=netfxnetcom

Workaround

From the above articles, it is possible to modify the Windows Registry and increase the UrlSegmentMaxLength value to handle more characters:

1. Backup the Registry
2. With Regedit, browse to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\HTTP\Parameters
3. Find the value for UrlSegmentMaxLength (or if it doesn't exist add a DWORD value), and change it to 00001000 (this is the hex for 4096)

Powershell alternative:

Set-ItemProperty -Path HKLM:\System\CurrentControlSet\Services\HTTP\Parameters -Name UrlSegmentMaxLength -Value 4096

After using either method to adjust the registry (Regedit or Powershell), you must restart Windows for the changes to take effect. This will necessitate downtime, please plan a maintenance window accordingly.