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Bug
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Resolution: Fixed
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Highest
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4.0.2
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24
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Severity 1 - Critical
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3
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Issue description
Customer notifications are not working (they are not sent) in Service Desk 4.0.1 when connecting to a MS SQL database.
Steps to reproduce
- Install a fresh JSD 4.0.1 instance
- Connect it to a MS SQL database by following the instructions in Connecting JIRA to MS SQL 2014
- Configure an outgoing mail server in âš™ > System > Outgoing Mail
- Create a new Service Desk project
- Log into the customer portal with a customer account
- Create a new SD request
- Open the request from the agent view, by logging with an agent account, and add a public comment
Expected Result
The customer should have received 2 customer notifications
- the request created notification
- the public comment added notification
Actual Result
The customer did not receive any notification.
In fact, the table which contains the customer notification (AO_4E8AE6_NOTIF_BATCH_QUEUE) is completely empty, which means that no notification is created at all.
The following query returns no result at all:
SELECT * FROM jiraschema.AO_4E8AE6_NOTIF_BATCH_QUEUE;
Workaround
If you are using JIRA with JAVA 8
- Stop JIRA
- Move the MS SQL driver mssql-jdbc-7.2.0.jre8.jar from the folder below (please make a backup of it or move it to a temporary folder)
<JIRA_INSTALLATION_FOLDER>/lib
- Copy the driver mssql-jdbc-6.2.1.jre8.jar
to the same folder - Start JIRA
If you are using JIRA with Java 11
Please note that we do not have a fully tested workaround for JIRA running with Java 11 and involving the replacement of the ms sql jdbc driver.
For this reason, as a workaround, what you can do is either downgrade to your previous version or 4.0.0 of Service Desk, which are both unaffected by this problem. Here are the steps you can follow to execute a downgrade. 8.0.0 might be your best bet since it's a closer down version to what you are on:
- Download the Jira ServiceDesk 4.0.0 Server installer from the link below to install Jira Core 8.0.0 + Service Desk 4.0.0: Update Jira Service Desk Server. You will want to click on View all versions to get to the 4.0.0 installer for Windows.
- Install Jira Service Desk Server 4.0.0 as a new separate standalone instance as a medium for the 'downgrade'. That being said, there should be a new JIRA_Home, JIRA_Installation, and new database for this Service Desk 4.0.0 instance on a new server.
- Once this new instance (4.0.0) is ready, shut it down.
- Allocate adequate application memory as per the Jira Sizing Guide and set the flag -Djira.downgrade.allowed=true on the JSD 4.0.0 instance as per our Setting properties and options on startup documentation for your new Windows instance.
This is to allow the downgrade to run properly. - Start the new 4.0.0 instance of Service Desk.
- Take a latest XML backup from your 4.0.1 Service Desk instance that you currently have that is encountering these issues.
- Restore the backup into the new 4.0.0 instance. There will be a message that needs to be acknowledged on the UI after selecting the backup for restoration. Acknowledge it, verify the correct backup file has been chosen and then click on the Restore button again to kick start the restoration process.
- Once this is done, your user will be logged out. Re-login to the 4.0.0 instance, ensure the JSD application is installed and licensed, and that you are able to run automation and send out notifications to customers on some test issues.
Important Note
Other Service Desk functionalities are also impacted in Service Desk 4.0.1, when running with a MS SQL Database:
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| Form Name | |||||||||||
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[JSDSERVER-6253] Customer notifications are no longer created and sent when using MS-SQL with JSD 4.0.1
After applying mssql-jdbc-6.2.1.jre8.jar, yes emails are sent to customers, but now incoming emails are not added to existing issues...new issues are made. Also a serious problem for usability!
I can also confirm that replacing the SQL driver as described solves all 3 bugs and everything is back to normal again.
We just implemented the workaround to replace the SQL driver .jar file and mail is flowing from Service Desk again. If you're using JAVA 8 it's much easier than rolling back Service Desk from 4.0.1.
I did the second workaround and notifications started going out. Including (it seems from 3rd party reports) the backlog...
Thanks for adding mssql-jdbc-6.2.1.jre8.jar, it was going to be an effort in install JSD 4.0.0
Christine Lawrence
added a comment - Hi, Atlassian support!
This is a pretty awful bug that is stopping many people from being fully efficient in JSD. I have to ask, do we have any sort of ETA on when a fix will be rolled out? You may want to consider sending out an alert, if we had known this was an issue with the upgrade, we wouldn't have updated at all. We understand you have a release policy, but this is standard functionality that should be working and as you can see from the comments and votes, many of your customers are impacted.
We don't have the option to rollback, our team is afraid this would end up causing more issues, and as a result, we would have to revert the server and database, losing all data from the last few days. It would also add additional downtime for JIRA and Confluence.
We're currently checking into what JAVA we're using.
Anything you can provide would be greatly appreciated!
Christine Lawrence
added a comment - Hi, Atlassian support!
This is a pretty awful bug that is stopping many people from being fully efficient in JSD. I have to ask, do we have any sort of ETA on when a fix will be rolled out? You may want to consider sending out an alert, if we had known this was an issue with the upgrade, we wouldn't have updated at all. We understand you have a release policy, but this is standard functionality that should be working and as you can see from the comments and votes, many of your customers are impacted.
We don't have the option to rollback, our team is afraid this would end up causing more issues, and as a result, we would have to revert the server and database, losing all data from the last few days. It would also add additional downtime for JIRA and Confluence.
We're currently checking into what JAVA we're using.
Anything you can provide would be greatly appreciated!
Until the fix is released, there are 2 workarounds that you can try to resolve the issue.
Workaround which consists in modifying the MS SQL library which is shipped with Service Desk 4.0.1, and which is causing all these bugs
Note that this method only applies if you are using JIRA with JAVA 8
- Stop JIRA
- Move the MS SQL driver mssql-jdbc-7.2.0.jre8.jar from the folder below (please make a backup of it or move it to a temporary folder)
<JIRA_INSTALLATION_FOLDER>/lib
- Copy the driver mssql-jdbc-6.2.1.jre8.jar to the same folder
- Start JIRA
Workaround which consists in downgrading Service Desk
You can either downgrade to your previous version or 4.0.0 of Service Desk, which are both unaffected by this problem. Here are the steps you can follow to execute a downgrade. 8.0 might be your best bet since it's a closer down version to what you are on:
- Download the Jira ServiceDesk 4.0.0 Server installer from the link below to install Jira Core 8.0.0 + Service Desk 4.0.0: Update Jira Service Desk Server. You will want to click on View all versions to get to the 4.0.0 installer for Windows.
- Install Jira Service Desk Server 4.0.0 as a new separate standalone instance as a medium for the 'downgrade'. That being said, there should be a new JIRA_Home, JIRA_Installation, and new database for this Service Desk 4.0.0 instance on a new server.
- Once this new instance (4.0.0) is ready, shut it down.
- Allocate adequate application memory as per the Jira Sizing Guide and set the flag -Djira.downgrade.allowed=true on the JSD 4.0.0 instance as per our Setting properties and options on startup documentation for your new Windows instance. This is to allow the downgrade to run properly.
- Start the new 4.0.0 instance of Service Desk.
- Take a latest XML backup from your 4.0.1 Service Desk instance that you currently have that is encountering these issues.
- Restore the backup into the new 4.0.0 instance. There will be a message that needs to be acknowledged on the UI after selecting the backup for restoration. Acknowledge it, verify the correct backup file has been chosen and then click on the Restore button again to kick start the restoration process.
- Once this is done, your user will be logged out. Re-login to the 4.0.0 instance, ensure the JSD application is installed and licensed, and that you are able to run automation and send out notifications to customers on some test issues.
In a typical situation, the emailing of notifications could be implemented through automation, but it not work too ((( (see the linked issue).
This is the most terrible update, it really broke our work.
phil.wade1
The issue with the incoming emails might be due to a different root cause. Can you please reach out to Atlassian Support for help on this issue?
Best.