Summary

Sporadically, some users are unable to view Service Desk queues on one of the nodes for selected project. When user A is affected on Node 1, the user can see the queues on Node 2 and Node 3. Other users are also able to see the queues on Node 1 without any issue.

User A may at some point can view the SD queue on Node 1 of the same project. However, at some point, User B may then not able to view the SD queue on Node 2 (but possible on Node 1 and Node 3) for another project.

Environment

• Jira Data Center
• useCachedQueueCount is enabled globally or selected projects

Steps to Reproduce

Theoritically would be

1. Setup JDC with Service Desk installed
2. Set useCachedQueueCount to true

   PUT <contextpath>/rest/servicedeskapi/admin/queues/cache-count
   

3. Access the SD queue

Expected Results

• All nodes and all users able to see the correct results of the Service Desk queue

Actual Results

• Some users and/or some nodes will see an empty Service Desk queue.
• The below exception is thrown in the atlassian-jira.log file:

  2018-04-04 10:00:31,857 http-nio-8081-exec-19 url:/issues/rest/servicedesk/....ungrouped username:ABCDE  ERROR ABCDE 600x203691x18 57tuo5 172.26.0.80 /rest/servicedesk/1/PROJECT/webfragments/sections/sd-queues-nav,servicedesk.agent.queues,servicedesk.agent.queues.ungrouped [c.a.plugin.web.DefaultWebInterfaceManager] WebItemProvider from module 'com.atlassian.servicedesk.project-ui:sd-queues-custom-provider' threw an error 'io.atlassian.fugue.Pair cannot be cast to io.atlassian.fugue.Pair'.  Web-items provided by this provider will be ignored.
  

Notes

How to check status of queueCount:

GET <contextpath>/rest/servicedeskapi/admin/queues/<projectkey>

Default settings:

"queueCount":{  
      "includeQueueCount":true,
      "useCachedQueueCount":false
   }

Workaround

• Set useCachedQueueCount to false
  • If performance is impacted when no cache used, set includeQueueCount to false