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Bug
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Resolution: Fixed
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Highest
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None
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None
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9
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Severity 3 - Minor
Summary
Tickets that do not contain the source/destination Status ID on the history tab will cause the "My requests" (customer portal) page to not retrieve issues and be not interactive. This is caused by Jira Cloud Migration Assistant not importing the status ID of statuses deleted on the Server instance.
Steps to Reproduce
- On a server instance, create a new project.
- Create a new issue and transition it through a few different statuses. (Example To do > Pending > In Progress > Done)
- Remove one of those statuses from the associated workflow and delete it.
- Note that even after deleting the status, the issue history tab will keep a record of the Status name and ID.
- Migrate the project to Cloud via Jira Cloud Migration Assistant.
Expected Results
- All the issues, statuses, and references are preserved.
Actual Results
The id of the status deleted on the Server instance will not exist on the issue history.
Notes
This bug will cause several side effects on JSM portal, such as:
- Affected issues will prevent the JSM Customer portal from loading tickets on the "Requests" page.
- Affected issues will not load on the portal.
- The "Manage columns" feature of the portal will break.
Impact on apps
When using the /rest/servicedeskapi/request/{issueId}/comment REST API on affected issues, the request will fail with a 500 - Internal Server Error message.
The corresponding error message (only visible to Atlasssian staff) is:
Caused by: com.atlassian.jira.util.dbc.Assertions$NullArgumentException: id should not be null! at com.atlassian.jira.util.dbc.Assertions.notNull(Assertions.java:24) at com.atlassian.jira.util.dbc.Assertions.notBlank(Assertions.java:121) at com.atlassian.jira.config.DefaultStatusManager.getStatus(DefaultStatusManager.java:276) at com.atlassian.servicedesk.internal.feature.customer.request.activitystream.providers.StatusAndResolutionActivityProviderImpl.getStatusNameForCustomer(StatusAndResolutionActivityProviderImpl.java:165) ... at com.atlassian.servicedesk.api.rest.resource.CommentResource.createRequestComment(CommentResource.java:102)
Workaround
Reach out to the customer support team for help to update any missing entry newvalue and oldvalue on the changeitem table with a dummy id or copy correct ids from the correspond table on the server
![[Atlassian Service Operations JIRA] Incident - A failure to a managed service being resolved by following the process to Resolve an Incident.](https://ops.internal.atlassian.com/jira/images/icons/issuetypes/exclamation.png "[Atlassian Service Operations JIRA] Incident - A failure to a managed service being resolved by following the process to Resolve an Incident."){kind=icon}
[MIG-935] Jira Cloud Migration Assistant will not import the IDs from deleted statuses, leaving the issue history tab with broken references
nmohan@atlassian.com we fixed this issue only future migrations, for existing tenants I would propose workaround which I described in this ticket.
fbf680199723 error with customer portal was the main problem which we tried to fix, so yes it fixed.
Will the fix for this only be for the migration tool itself, or will the portal behaviour in cloud also be fixed? This is definitely impacting customers on my instance.
Hi, pjunior we have fixed JSM Customer portal error. We will have new release approximately Feb 8, so these changes will also included to it.
This was fixed for my internal user, but I still have a customer with this issue. This workaround seems to involve direct database modification, which I can't do in cloud, and I can't re-do now that I've completed the migration and turned off the server instance. So how to address in this situation?