[JSDSERVER-6470] Canned response error when trying to define/select a canned response

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

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

clones: SDS-43146 You do not have permission to view this issue

is cloned by: JSMDC-4653 You do not have permission to view this issue

mentioned in: Page Failed to load; Page Failed to load; Page Failed to load; Page Loading...; Page Loading...; Page Loading...

(3 mentioned in)

Form Name

Rodrigo Martinez made changes - 17/Jul/2023 10:25 PM

Remote Link

Original: This issue links to "JSDS-4653 (Bulldog)" [ 437420 ]

New: This issue links to "JSMDC-4653 (JIRA Server (Bulldog))" [ 437420 ]

Kunal Kanojia made changes - 22/Sep/2020 12:39 PM

Remote Link

New: This issue links to "Page (Confluence)" [ 505764 ]

Sven Laanela (Inactive) made changes - 03/Mar/2020 3:00 AM

Fix Version/s

Original: 4.1.4 [ 89591 ]

Sven Laanela (Inactive) made changes - 03/Mar/2020 3:00 AM

Fix Version/s

Original: 4.0.4 [ 88099 ]

Roberto Osegueda added a comment - 30/Oct/2019 9:09 PM

Same here. Upgraded last night from 8.0.2/4.0.2 to 8.4.2/4.4.2 and we are now getting this error:

2019-10-31 09:58:56,415 http-nio-8080-exec-12 WARN username 598x32591x1 13jj6ut 192.168.xx.xx,192.168.xx.xx /rest/servicedesk/canned-responses/1/search/IT [c.a.s.p.c.i.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: /opt/atlassian/home/jira/caches/indexesV1/plugins/servicedeskcannedresponses/write.lock

Roberto Osegueda added a comment - 30/Oct/2019 9:09 PM Same here. Upgraded last night from 8.0.2/4.0.2 to 8.4.2/4.4.2 and we are now getting this error: 2019-10-31 09:58:56,415 http-nio-8080-exec-12 WARN username 598x32591x1 13jj6ut 192.168.xx.xx,192.168.xx.xx / rest /servicedesk/canned-responses/1/search/IT [c.a.s.p.c.i.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: /opt/atlassian/home/jira/caches/indexesV1/plugins/servicedeskcannedresponses/write.lock

Marco Brundel added a comment - 30/Oct/2019 2:46 PM

On JIRA Service Desk 4.4.2 (installed in a test environment) we we now get the message "Error,
We can't add canned response data to the search index right now. You could try again or contact your administrator.".

We do not get this message on version JIRA Service Desk 4.0.2 (production)

Marco Brundel added a comment - 30/Oct/2019 2:46 PM On JIRA Service Desk 4.4.2 (installed in a test environment) we we now get the message "Error, We can't add canned response data to the search index right now. You could try again or contact your administrator.". We do not get this message on version JIRA Service Desk 4.0.2 (production)

Nhi Nguyen (Inactive) made changes - 02/Oct/2019 12:12 AM

Remote Link

New: This issue links to "Page (Confluence)" [ 453448 ]

Julien Rey made changes - 25/Sep/2019 8:55 AM

Description

Original: h3. Issue Summary
h3. Environment

Seems to happen after upgrade to 4.0
h3. Steps to Reproduce

Cannot reliably reproduce
h3. Expected Results

Canned responses can be selected/edited etc.
h3. Actual Results

The below error is thrown in the UI:
{code}
We can't add canned response data to the search index right now. You could try again or contact your administrator
{code}
!cannedResponseError.PNG|thumbnail!

The below exception is thrown in the log file:
{noformat}
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{p
ublicSignUp=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)

{noformat}

h3. 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.

New: h3. Issue Summary
h3. Environment

Seems to happen after upgrade to 4.0
h3. Steps to Reproduce

Cannot reliably reproduce
h3. Expected Results

Canned responses can be selected/edited etc.
h3. Actual Results

The below error is thrown in the UI:
{code}
We can't add canned response data to the search index right now. You could try again or contact your administrator
{code}
!cannedResponseError.PNG|thumbnail!

The below exception is thrown in the log file:
{noformat}
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)

{noformat}

h3. 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.

Julien Rey made changes - 25/Sep/2019 8:55 AM

Description

Original: h3. Issue Summary
h3. Environment

Seems to happen after upgrade to 4.0
h3. Steps to Reproduce

Cannot reliably reproduce
h3. Expected Results

Canned responses can be selected/edited etc.
h3. Actual Results

The below error is thrown in the UI:
{code}
We can't add canned response data to the search index right now. You could try again or contact your administrator
{code}
!cannedResponseError.PNG|thumbnail!

The below exception is thrown in the log file:
{noformat}
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 : CannedResponseSear
chParams{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{p
ublicSignUp=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)

{noformat}

h3. 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.

New: h3. Issue Summary
h3. Environment

Seems to happen after upgrade to 4.0
h3. Steps to Reproduce

Cannot reliably reproduce
h3. Expected Results

Canned responses can be selected/edited etc.
h3. Actual Results

The below error is thrown in the UI:
{code}
We can't add canned response data to the search index right now. You could try again or contact your administrator
{code}
!cannedResponseError.PNG|thumbnail!

The below exception is thrown in the log file:
{noformat}
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{p
ublicSignUp=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)

{noformat}

h3. 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.

moofoo (Inactive) made changes - 17/Sep/2019 3:52 AM

Fix Version/s		New: 4.1.4 [ 89591 ]
Fix Version/s	Original: 4.1.3 [ 88098 ]

Assignee:: Markus Reil (Inactive)

Reporter:: Markus Reil (Inactive)

Affected customers:: 2 This affects my team

Watchers:: 11 Start watching this issue

Created:: 17/Jul/2019 4:14 AM

Updated:: 17/Jul/2023 10:25 PM

Resolved:: 28/Aug/2019 6:08 AM

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Collapse comment: Roberto Osegueda added a comment - 30/Oct/2019 9:09 PM

Expand comment: Roberto Osegueda added a comment - 30/Oct/2019 9:09 PM

Collapse comment: Marco Brundel added a comment - 30/Oct/2019 2:46 PM

Expand comment: Marco Brundel added a comment - 30/Oct/2019 2:46 PM

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