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Details

Type: Bug
Resolution: Fixed
Priority: Low
Fix Version/s: 4.4.0, 4.3.2
Affects Version/s: 4.0.0
Component/s: Installation, Upgrade, Startup, Shutdown, Issue View
Labels:
- erc
- jr-85
- warranty

Support reference count:
17
Symptom Severity:
Severity 2 - Major
UIS:
2
Bug Fix Policy:
View Atlassian Server bug fix policy

Description

Issue Summary

Environment

Seems to happen after upgrade to 4.0

Steps to Reproduce

Cannot reliably reproduce

Expected Results

Canned responses can be selected/edited etc.

Actual Results

The below error is thrown in the UI:

We can't add canned response data to the search index right now. You could try again or contact your administrator

The below exception is thrown in the log file:

2019-05-13 12:49:33,047 http-nio-8080-exec-519 WARN  769x169315x1  /rest/servicedesk/canned-responses/1/search/PROJECT [cannedresponses.internal.index.CannedResponseIndexManagerImpl] There was an error while searching for Canned Response : CannedResponseSearchParams{query=Optional.empty, userKey=Optional.empty, date=Optional.empty, cannedResponseSearchSubstitutionParams=Optional[CannedResponseSearchSubstitutionParams{issue=EXT-2111}], includeDisabled=false, serviceDesk=ServiceDeskImpl{serviceDeskId=3, projectId=10700, projectName=IRT Support, accessConfig=AccessConfig{publicSignUp=false, openAccess=false}, createdByUserKey=some(hont), createdDate=some(2018-10-23 07:48:04.688), createdWithEmptyProject=some(true), createdAtVersion=some(3.15.3-REL-0003), legacyCommentTransitionDisabled=true}, limitedPagedRequest=LimitedPagedRequestImpl{start=0, limit=5, maxLimit=500}}
com.atlassian.servicedesk.plugins.cannedresponses.internal.lucene.search.CannedResponseSearcherImpl$CannedResponseSearchException: Error while performing Canned Response search
        at com.atlassian.servicedesk.plugins.cannedresponses.internal.lucene.search.CannedResponseSearcherImpl.lambda$search$2(CannedResponseSearcherImpl.java:63)
        at io.atlassian.fugue.Option$None.getOrThrow(Option.java:409)
        at com.atlassian.servicedesk.plugins.cannedresponses.internal.lucene.search.CannedResponseSearcherImpl.search(CannedResponseSearcherImpl.java:63)
        at com.atlassian.servicedesk.plugins.cannedresponses.internal.index.CannedResponseIndexManagerImpl.lambda$search$3(CannedResponseIndexManagerImpl.java:204)
        at io.atlassian.fugue.Option.map(Option.java:259)
        at com.atlassian.servicedesk.plugins.cannedresponses.internal.index.CannedResponseIndexManagerImpl.search(CannedResponseIndexManagerImpl.java:204)
        at com.atlassian.servicedesk.plugins.cannedresponses.internal.search.CannedResponseSearchManager.searchCannedResponses(CannedResponseSearchManager.java:65)
        at com.atlassian.servicedesk.plugins.cannedresponses.internal.search.CannedResponseSearchService.lambda$searchCannedResponses$7(CannedResponseSearchService.java:129)
        at com.atlassian.pocketknife.step.EitherStep4.lambda$null$0(EitherStep4.java:29)
        at io.atlassian.fugue.Either$RightProjection.flatMap(Either.java:937)
        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:937)
        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:937)
        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:937)
        at io.atlassian.fugue.Either.flatMap(Either.java:231)
        at com.atlassian.pocketknife.step.EitherStep4.then(EitherStep4.java:26)
        at com.atlassian.servicedesk.plugins.cannedresponses.internal.search.CannedResponseSearchService.searchCannedResponses(CannedResponseSearchService.java:124)
        at com.atlassian.servicedesk.plugins.cannedresponses.internal.rest.resources.CannedResponseSearchResource.lambda$searchCannedResponses$1(CannedResponseSearchResource.java:76)
        at io.atlassian.fugue.Either$RightProjection.flatMap(Either.java:937)
        at io.atlassian.fugue.Either.flatMap(Either.java:231)
        at com.atlassian.pocketknife.step.EitherStep1.then(EitherStep1.java:18)
        at com.atlassian.servicedesk.plugins.cannedresponses.internal.rest.resources.CannedResponseSearchResource.searchCannedResponses(CannedResponseSearchResource.java:76)


2019-05-13 12:49:33,056 http-nio-8080-exec-544 WARN  769x169316x1   /rest/servicedesk/canned-responses/1/search/PROJECT [internal.lucene.search.CannedResponseManagedIndexSearcherFactory] Unexpected exception during execution of canned response index searcher
com.atlassian.jira.util.RuntimeIOException: org.apache.lucene.store.LockObtainFailedException: Lock held by this virtual machine: /var/atlassian/jira/caches/indexesV1/plugins/servicedeskcannedresponses/write.lock
        at com.atlassian.jira.index.WriterWrapper$1.get(WriterWrapper.java:66)
        at com.atlassian.jira.index.WriterWrapper$1.get(WriterWrapper.java:57)
        at com.atlassian.jira.index.WriterWrapper.<init>(WriterWrapper.java:50)
        at com.atlassian.jira.index.WriterWrapper.<init>(WriterWrapper.java:57)
        at com.atlassian.jira.index.DefaultIndexEngine$DefaultWriterFactory.apply(DefaultIndexEngine.java:224)
        at com.atlassian.jira.index.DefaultIndexEngine$DefaultWriterFactory.apply(DefaultIndexEngine.java:220)
        at com.atlassian.jira.index.DefaultIndexEngine$WriterReference.doCreate(DefaultIndexEngine.java:205)
        at com.atlassian.jira.index.DefaultIndexEngine$WriterReference.doCreate(DefaultIndexEngine.java:182)
        at com.atlassian.jira.index.DefaultIndexEngine$ReferenceHolder$2.get(DefaultIndexEngine.java:267)
        at com.atlassian.jira.concurrent.ResettableLazyReference.getOrCreateUnderLock(ResettableLazyReference.java:97)
        at com.atlassian.jira.concurrent.ResettableLazyReference.getOrCreate(ResettableLazyReference.java:89)
        at com.atlassian.jira.index.DefaultIndexEngine$ReferenceHolder.apply(DefaultIndexEngine.java:264)
        at com.atlassian.jira.index.DefaultIndexEngine$SearcherFactoryImpl.useNRT(DefaultIndexEngine.java:375)
        at com.atlassian.jira.index.DefaultIndexEngine$SearcherFactoryImpl.openIndexReader(DefaultIndexEngine.java:351)
        at com.atlassian.jira.index.DefaultIndexEngine$SearcherFactoryImpl.get(DefaultIndexEngine.java:339)
        at com.atlassian.jira.index.DefaultIndexEngine$SearcherFactoryImpl.get(DefaultIndexEngine.java:297)
        at com.atlassian.jira.index.DefaultIndexEngine$SearcherReference.doCreate(DefaultIndexEngine.java:163)
        at com.atlassian.jira.index.DefaultIndexEngine$SearcherReference.doCreate(DefaultIndexEngine.java:153)
        at com.atlassian.jira.index.DefaultIndexEngine$ReferenceHolder$2.get(DefaultIndexEngine.java:267)
        at com.atlassian.jira.concurrent.ResettableLazyReference.getOrCreateUnderLock(ResettableLazyReference.java:97)
        at com.atlassian.jira.concurrent.ResettableLazyReference.getOrCreate(ResettableLazyReference.java:89)
        at com.atlassian.jira.index.DefaultIndexEngine$ReferenceHolder.apply(DefaultIndexEngine.java:264)
        at com.atlassian.jira.index.DefaultIndexEngine.getSearcher(DefaultIndexEngine.java:120)
        at com.atlassian.jira.index.DefaultManager.openSearcher(DefaultManager.java:36)
        at io.atlassian.fugue.Option.map(Option.java:259)
        at com.atlassian.servicedesk.plugins.cannedresponses.internal.lucene.index.CannedResponseIndexFactory.openSearcher(CannedResponseIndexFactory.java:239)
        at com.atlassian.servicedesk.plugins.cannedresponses.internal.lucene.index.CannedResponseIndexerImpl.lambda$getSearcher$9(CannedResponseIndexerImpl.java:187)
        at com.atlassian.servicedesk.plugins.cannedresponses.internal.lucene.search.CannedResponseManagedIndexSearcherFactory.executeIndexSearcher(CannedResponseManagedIndexSearcherFactory.java:40)
        at com.atlassian.servicedesk.plugins.cannedresponses.internal.lucene.search.CannedResponseSearcherImpl.search(CannedResponseSearcherImpl.java:59)
        at com.atlassian.servicedesk.plugins.cannedresponses.internal.index.CannedResponseIndexManagerImpl.lambda$search$3(CannedResponseIndexManagerImpl.java:204)
        at io.atlassian.fugue.Option.map(Option.java:259)
        at com.atlassian.servicedesk.plugins.cannedresponses.internal.index.CannedResponseIndexManagerImpl.search(CannedResponseIndexManagerImpl.java:204)
        at com.atlassian.servicedesk.plugins.cannedresponses.internal.search.CannedResponseSearchManager.searchCannedResponses(CannedResponseSearchManager.java:65)
        at com.atlassian.servicedesk.plugins.cannedresponses.internal.search.CannedResponseSearchService.lambda$searchCannedResponses$7(CannedResponseSearchService.java:129)
        at com.atlassian.pocketknife.step.EitherStep4.lambda$null$0(EitherStep4.java:29)
        at io.atlassian.fugue.Either$RightProjection.flatMap(Either.java:937)
        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:937)
        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:937)
        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:937)
        at io.atlassian.fugue.Either.flatMap(Either.java:231)
        at com.atlassian.pocketknife.step.EitherStep4.then(EitherStep4.java:26)
        at com.atlassian.servicedesk.plugins.cannedresponses.internal.search.CannedResponseSearchService.searchCannedResponses(CannedResponseSearchService.java:124)
        at com.atlassian.servicedesk.plugins.cannedresponses.internal.rest.resources.CannedResponseSearchResource.lambda$searchCannedResponses$1(CannedResponseSearchResource.java:76)
        at io.atlassian.fugue.Either$RightProjection.flatMap(Either.java:937)
        at io.atlassian.fugue.Either.flatMap(Either.java:231)
        at com.atlassian.pocketknife.step.EitherStep1.then(EitherStep1.java:18)
        at com.atlassian.servicedesk.plugins.cannedresponses.internal.rest.resources.CannedResponseSearchResource.searchCannedResponses(CannedResponseSearchResource.java:76)
        at sun.reflect.GeneratedMethodAccessor2278.invoke(Unknown Source)

Workaround

The workaround that has been working so far is the following:

Stop Jira application
Delete the file <JIRA_HOME>/caches/indexesV1/plugins/servicedeskcannedresponses/write.lock
Start Jira. Upon startup, the canned response index should be rebuilt.

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cannedResponseError.PNG
18 kB
17/Jul/2019 7:47 AM

Issue Links

clones: SDS-43146 Loading...

is cloned by: JSMDC-4653 Loading...

mentioned in: Page Loading...; Page Loading...; Page Loading...; Page Loading...; Page Loading...; Page Loading...

(3 mentioned in)

Canned response error when trying to define/select a canned response

Details

Description

Issue Summary

Environment

Steps to Reproduce

Expected Results

Actual Results

Workaround

Attachments

Attachments

Issue Links

Activity

People

Dates

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