Jira Service Desk - Customer can not resolve issue

[Daniel Wedewardt]

When a Jira Service Desk Customer tries to resolve an issue from customer portal he get an error message (see below).

• default/standard JSD workflow is used
• default/standard JSD permission scheme is used
• status is "waiting for support"
• while Customer get an error message, agent is able to resolve issue
• side note:
  • issue was already resolved
  • rated by customer
  • re-opened

Thanks for help.

error message from catalina.out:

2018-09-03 15:27:50,230 http-nio-8080-exec-26 ERROR mustermann 927x5540x1 1ubzpv6 XXX.XXX.XXX.XXX,0:0:0:0:0:0:0:1 /rest/servicedesk/1/customer/requests/transition [c.a.p.r.c.error.jersey.ThrowableExceptionMapper] Uncaught exception throw

     at [Source: org.apache.catalina.connector.CoyoteInputStream@2e03af92; line: 1, column: 20] (through reference chain: com.atlassian.servicedesk.internal.rest.customers.transitions.CustomerTransitionRequest["transitionId"])

org.codehaus.jackson.map.JsonMappingException: Can not deserialize instance of int out of START_OBJECT token

 at [Source: org.apache.catalina.connector.CoyoteInputStream@2e03af92; line: 1, column: 20] (through reference chain: com.atlassian.servicedesk.internal.rest.customers.transitions.CustomerTransitionRequest["transitionId"])

        at org.codehaus.jackson.map.JsonMappingException.from(JsonMappingException.java:163)

        at org.codehaus.jackson.map.deser.StdDeserializationContext.mappingException(StdDeserializationContext.java:219)

        at org.codehaus.jackson.map.deser.std.StdDeserializer._parseInteger(StdDeserializer.java:329)

        at org.codehaus.jackson.map.deser.std.StdDeserializer$IntegerDeserializer.deserialize(StdDeserializer.java:819)

        at org.codehaus.jackson.map.deser.std.StdDeserializer$IntegerDeserializer.deserialize(StdDeserializer.java:806)

        at org.codehaus.jackson.map.deser.SettableBeanProperty.deserialize(SettableBeanProperty.java:299)

        at org.codehaus.jackson.map.deser.SettableBeanProperty$FieldProperty.deserializeAndSet(SettableBeanProperty.java:579)

        at org.codehaus.jackson.map.deser.BeanDeserializer.deserializeFromObject(BeanDeserializer.java:697)

        at org.codehaus.jackson.map.deser.BeanDeserializer.deserialize(BeanDeserializer.java:580)

        at org.codehaus.jackson.map.ObjectMapper._readValue(ObjectMapper.java:2704)

        at org.codehaus.jackson.map.ObjectMapper.readValue(ObjectMapper.java:1315)

        at org.codehaus.jackson.jaxrs.JacksonJsonProvider.readFrom(JacksonJsonProvider.java:419)

        at com.sun.jersey.spi.container.ContainerRequest.getEntity(ContainerRequest.java:490)

        at com.sun.jersey.spi.container.AdaptingContainerRequest.getEntity(AdaptingContainerRequest.java:236)

        ... 15 filtered

        at com.atlassian.plugins.rest.module.RestDelegatingServletFilter$JerseyOsgiServletContainer.doFilter(RestDelegatingServletFilter.java:154)

        ... 1 filtered

        at com.atlassian.plugins.rest.module.RestDelegatingServletFilter.doFilter(RestDelegatingServletFilter.java:68)

        ... 32 filtered

        at com.atlassian.servicedesk.internal.web.ExternalCustomerLockoutFilter.doFilter(ExternalCustomerLockoutFilter.java:56)

        ... 4 filtered

        at com.atlassian.servicedesk.internal.web.UrlOperationalStatusCheckFilter.doFilterWhenLicensed(UrlOperationalStatusCheckFilter.java:38)

        at com.atlassian.servicedesk.internal.web.OperationalStatusAwareHttpFilter.doFilter(OperationalStatusAwareHttpFilter.java:27)

        ... 4 filtered

        at com.atlassian.servicedesk.internal.web.PopulateEyeballForRestFilter.doFilterWhenLicensed(PopulateEyeballForRestFilter.java:36)

        at com.atlassian.servicedesk.internal.web.OperationalStatusAwareHttpFilter.doFilter(OperationalStatusAwareHttpFilter.java:27)

        ... 13 filtered

        at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21)

        ... 53 filtered

        at com.atlassian.jira.security.JiraSecurityFilter.lambda$doFilter$0(JiraSecurityFilter.java:66)

        ... 1 filtered

        at com.atlassian.jira.security.JiraSecurityFilter.doFilter(JiraSecurityFilter.java:64)

        ... 16 filtered

        at com.atlassian.plugins.rest.module.servlet.RestSeraphFilter.doFilter(RestSeraphFilter.java:37)

        ... 19 filtered

        at com.atlassian.jira.servermetrics.CorrelationIdPopulatorFilter.doFilter(CorrelationIdPopulatorFilter.java:30)

        ... 5 filtered

        at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.lambda$invokeFilterChain$0(CustomerContextSettingFilter.java:181)

        at com.atlassian.servicedesk.internal.api.util.context.ReentrantThreadLocalBasedCodeContext.rteInvoke(ReentrantThreadLocalBasedCodeContext.java:137)

        at com.atlassian.servicedesk.internal.api.util.context.ReentrantThreadLocalBasedCodeContext.runInContext(ReentrantThreadLocalBasedCodeContext.java:55)

        at com.atlassian.servicedesk.internal.utils.context.CustomerContextServiceImpl.runInCustomerContext(CustomerContextServiceImpl.java:37)

        at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.inCustomerContext(CustomerContextSettingFilter.java:169)

        at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.doFilterImpl(CustomerContextSettingFilter.java:128)

        at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.doFilter(CustomerContextSettingFilter.java:121)

        ... 4 filtered

        at com.atlassian.jwt.internal.servlet.JwtAuthFilter.doFilter(JwtAuthFilter.java:32)

        ... 8 filtered

        at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21)

        ... 4 filtered

        at com.atlassian.web.servlet.plugin.LocationCleanerFilter.doFilter(LocationCleanerFilter.java:36)

        ... 26 filtered

        at com.atlassian.jira.servermetrics.MetricsCollectorFilter.doFilter(MetricsCollectorFilter.java:25)

        ... 23 filtered

        at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1142)

        at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:617)

        at org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61)

        at java.lang.Thread.run(Thread.java:745)

[Shannon S]

Hi there

The catalina.out log contains tomcat logs, but in order to see the Jira logs you need to go to the atlassian-jira.log.

Can you please trigger the error again and then check the atlassian-jira.log file to see what sort of error is generated? 

Is the catalina.out contents what is actually showing on the UI when you try to close the issue?

Regards,

Shannon

[Daniel Wedewardt]

Hi Shannon,

that's the funny part. When I trigger the error, then nothing is happening in atlassian-jira.log only in catalina.out. This also answers your question that the error above from catalina.out was a direct result of triggered error.

Best
Daniel

[Shannon S]

Daniel,

It sounds similar to this, but this one mentions errors that you would see in the atlassian-jira log file.

• JSDSERVER-5968 Unable to navigate or to transition a request from the Portal using Edge browser

Can you confirm that all of your Customers are having the same issue or if it's only certain users? Have they been able to replicate this in only one browser (such as Edge) or does the same occur in Firefox, Chrome, IE, Safari, etc.?

Regards,

Shannon

[Daniel Wedewardt]

Hi Shannon,

thanks for pointing out JSDSERVER-5968

Indeed I tested with Edge and using a different browser solved my immediate situation. Nevertheless I have customers using Edge. Therefore I need to get this issue solved. Therefore I added myself as a watcher and voted for the issue.

Best
Daniel

[Shannon S]

Hi Daniel,

Thank you for confirming.

Once a workaround is available it will be posted on that page as well, so thank you for watching the issue!

Take care,

Shannon