Service Desk functionality fails with error 'You need to be a Service Desk Agent to access this page' after restoring cloud backup to server

Problem

After restoring backup from Cloud, viewing a Service Desk project will be restricted with message Snap! You can't view this page You need to be a Service Desk Agent to access this page.

Symptoms

• You are restricted from viewing all Service Desk related project administration settings (Request types, Request security, Portal settings etc until Automation) despite you are an Agent and Admin who should be able to do so
• In each Service Desk Project Permission Scheme, the Service Desk Agent project permission is missing.
• Buttons for Queues, Customers, Reports etc are missing from the project navigation bar (left panel)
• In JIRA Administration > Applications, the section for JIRA Service Desk's Configuration and Email requests is also missing
• In atlassian-servicedesk.log or atlassian-jira.log while browsing the Service Desk project, error below is seen

  2016-08-31 19:03:16,901 JiraImportTaskExecutionThread-1 INFO admin 1136x5153x1 yt6xtk 0:0:0:0:0:0:0:1 /secure/admin/XmlRestore.jspa [servicedesk.bootstrap.lifecycle.PluginLifeCycle] Enabling ServiceDesk mail channels...
  2016-08-31 19:03:17,169 JiraImportTaskExecutionThread-1 ERROR admin 1136x5153x1 yt6xtk 0:0:0:0:0:0:0:1 /secure/admin/XmlRestore.jspa [atlassian.servicedesk.bootstrap.lifecycle] 
  java.lang.NullPointerException
  	at scala.Predef$.Long2long(Predef.scala:358)
  	at com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.EmailChannelSetting$.toModel(EmailChannelSetting.scala:30)
  	at com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.EmailChannelSettingManager.com$atlassian$servicedesk$internal$feature$emailchannel$emailplatform$EmailChannelSettingManager$$toSettingModel(EmailChannelSettingManager.scala:124)
  	at com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.EmailChannelSettingManager$$anonfun$getEmailChannelSettings$1.apply(EmailChannelSettingManager.scala:105)
  	at com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.EmailChannelSettingManager$$anonfun$getEmailChannelSettings$1.apply(EmailChannelSettingManager.scala:105)
  	at scala.collection.immutable.List.map(List.scala:273)
  	at com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.EmailChannelSettingManager.getEmailChannelSettings(EmailChannelSettingManager.scala:105)
  	at com.atlassian.servicedesk.bootstrap.lifecycle.SDMailChannelInitializer.updateSDMailChannels(SDMailChannelInitializer.java:48)
  	at com.atlassian.servicedesk.bootstrap.lifecycle.SDMailChannelInitializer.enableSDMailChannels(SDMailChannelInitializer.java:41)
  	at com.atlassian.servicedesk.bootstrap.lifecycle.PluginLifeCycle.runPluginStartupSideEffectsImpl(PluginLifeCycle.java:201)
  
  
  
  
  
  
  

Steps to Reproduce the Problem

1. Restore a backup from Cloud into JIRA 7.2.x and Service Desk 3.2.x.
2. Navigate to an existing Service Desk project, or create a new Service Desk project.
3. Click on the Project Settings button and click to view Request types or other Service Desk related project administration settings.

Notes

This same symptom can also be caused by JSD-4190, specifically if JIRA Service Desk cannot fully start up, certain functionality will work and others not work. It will appear as installed, but these same behaviours fail. Please verify if you're affected by JSD-4190 as it may be that bug instead.

Workaround

Upon restoring a Cloud backup, running the following SQL queries to delete the Cloud-related email channels will help recover the Agent permission:

• For PostgreSQL:

  1. delete from "AO_54307E_EMAILCHANNELSETTING" where "ON_DEMAND" = 't';
  
  2. delete from "AO_2C4E5C_MAILHANDLER" where "MAIL_CHANNEL_ID" not in (select "ID" from "AO_54307E_EMAILCHANNELSETTING") or "HANDLER_TYPE" = 'CONNECTIONFAILUREHANDLER';
  
  3. delete from "AO_2C4E5C_MAILCHANNEL" where "MAIL_CONNECTION_ID" in (select "ID" from "AO_2C4E5C_MAILCONNECTION" where "EMAIL_ADDRESS" like '%atlassian.net');
  
  4. delete from "AO_2C4E5C_MAILCONNECTION" where "EMAIL_ADDRESS" like '%atlassian.net';
  

• For other database types:

  1. delete from AO_54307E_EMAILCHANNELSETTING where ON_DEMAND = 1;
  
  2. delete from AO_2C4E5C_MAILHANDLER where MAIL_CHANNEL_ID not in (select ID from AO_54307E_EMAILCHANNELSETTING) or HANDLER_TYPE = 'CONNECTIONFAILUREHANDLER';
  
  3. delete from AO_2C4E5C_MAILCHANNEL where MAIL_CONNECTION_ID in (select ID from AO_2C4E5C_MAILCONNECTION where EMAIL_ADDRESS like '%atlassian.net');
  
  4. delete from AO_2C4E5C_MAILCONNECTION where EMAIL_ADDRESS like '%atlassian.net';