Problem Definition

Whenever Service desk failed to set the issue property for request.public-activity.lastupdated, it will log the following:

2019-04-22 11:51:26,533 https-nio-8080-exec-1 ERROR username 711x199330x3 xxxxxx 10.0.0.1 /secure/CommentAssignIssue.jspa [c.a.s.i.f.c.request.listener.RequestActivityIssueListener] Failed to get event initiating user to set issue property 'request.public-activity.lastupdated'

The above only tells us that there is an error but no clear indication to which issue that is affected. We could only make out: username, action, timing.

From the code, it is noted that the ERROR was thrown due to Service desk unable to identify the user associated with the event triggered.

Suggested Solution

Include the Issue key in the ERROR logging to help identify the affected issue which eventually could help in understanding the cause of the failure.

Why this is important

Supportability. Improving logging to help identify the root cause.

Notes

The issue property of request.public-activity.lastupdated is used for the purpose of sorting and limiting the searches for "Request" page in Customer Portal. If the value does not exist in the entity_property table for the respective issue, it will fall back to using the "Created date" value of the issue.

The issue/request will still be listed in the "Request" page in Customer portal with or without the
request.public-activity.lastupdated value for the respective issue.