Unable to create JIRA SERVICE DESK Project

[Steven Kvarantan]

When trying to create a Service Desk Project from withing JIRA, we get the following error:

Hmm... We couldn't create your project due to an unknown error. Try refreshing the page to start again.

The versions we are running are:

• JIRA Service Desk 3.11.1
• JIRA Software 7.8.1
  • Uptaded from 7.3.0
  • Updated from 7.2.4
  • Updated from 7.2.0
  • Updated from 6.4.14

When I checked the logs, I found the following:

--------------------------------------------------------------------------------------------

2018-05-28 12:56:13,522 http-nio-8081-exec-1 ERROR username 776x5686862x1 1p2vsr0 10.x.xx.xxx,127.0.0.1 /rest/project-templates/1.0/templates [c.a.jira.project.ProjectCreateRegistrarImpl] The handler with id com.atlassian.jira.project-templates-plugin:apply-project-template-handler threw an exception while handling a notification about a project being created
com.atlassian.cache.CacheException: java.lang.IllegalArgumentException: cacheLoader returned null for key 'SD_REQTYPE'
at com.atlassian.cache.memory.DelegatingCachedReference.get(DelegatingCachedReference.java:91)
at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.ValidRequestTypeProvider.getCache(ValidRequestTypeProvider.java:129)
at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.ValidRequestTypeProvider.getAllRequestTypes(ValidRequestTypeProvider.java:89)
at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeInternalManagerImpl.getAllRequestTypes(RequestTypeInternalManagerImpl.java:340)
at com.atlassian.servicedesk.internal.feature.customer.portal.PortalDeletionManagerImpl.lambda$deletePortal$1(PortalDeletionManagerImpl.java:40)
at io.atlassian.fugue.Either$RightProjection.map(Either.java:872)
at io.atlassian.fugue.Either.map(Either.java:217)
at com.atlassian.servicedesk.internal.feature.customer.portal.PortalDeletionManagerImpl.deletePortal(PortalDeletionManagerImpl.java:36)
at com.atlassian.servicedesk.internal.project.ServiceDeskDeletionManagerImpl.lambda$deleteServiceDeskByProject$4(ServiceDeskDeletionManagerImpl.java:105)
at io.atlassian.fugue.Either$AbstractProjection.forEach(Either.java:714)
at io.atlassian.fugue.Either.forEach(Either.java:280)
at com.atlassian.servicedesk.internal.project.ServiceDeskDeletionManagerImpl.deleteServiceDeskByProject(ServiceDeskDeletionManagerImpl.java:105)
at com.atlassian.servicedesk.internal.feature.servicedesk.InternalServiceDeskServiceImpl.deleteServiceDesk(InternalServiceDeskServiceImpl.java:210)
at com.atlassian.servicedesk.internal.feature.gettingstarted.GettingStartedService.createServiceDeskForEmptyProject(GettingStartedService.scala:143)
at com.atlassian.servicedesk.internal.project.ServiceDeskProjectConfigurator.callGettingStartedServiceToCreateServiceDesk(ServiceDeskProjectConfigurator.java:70)
at com.atlassian.servicedesk.internal.project.ServiceDeskProjectConfigurator.lambda$configure$0(ServiceDeskProjectConfigurator.java:55)
at io.atlassian.fugue.Either$RightProjection.flatMap(Either.java:886)
at io.atlassian.fugue.Either.flatMap(Either.java:231)
at com.atlassian.pocketknife.step.EitherStep1.then(EitherStep1.java:18)
at com.atlassian.servicedesk.internal.project.ServiceDeskProjectConfigurator.configure(ServiceDeskProjectConfigurator.java:54)
at com.atlassian.servicedesk.internal.project.template.hook.ItilV2ServiceDeskAddProjectHook.configure(ItilV2ServiceDeskAddProjectHook.java:17)
at com.atlassian.jira.projecttemplates.service.ApplyProjectTemplateHandler.applyProjectTemplate(ApplyProjectTemplateHandler.java:65)
at com.atlassian.jira.projecttemplates.service.ApplyProjectTemplateHandler.onProjectCreated(ApplyProjectTemplateHandler.java:53)
at com.atlassian.jira.project.ProjectCreateRegistrarImpl.notifyAllHandlers(ProjectCreateRegistrarImpl.java:35)
at com.atlassian.jira.bc.project.DefaultProjectService.notifyHandlersOfProjectCreated(DefaultProjectService.java:394)
at com.atlassian.jira.bc.project.DefaultProjectService.createProjectInternal(DefaultProjectService.java:379)
at com.atlassian.jira.bc.project.DefaultProjectService.createProject(DefaultProjectService.java:349)
... 2 filtered
at java.lang.reflect.Method.invoke(Method.java:498)
at com.atlassian.plugin.util.ContextClassLoaderSettingInvocationHandler.invoke(ContextClassLoaderSettingInvocationHandler.java:26)
at com.sun.proxy.$Proxy516.createProject(Unknown Source)
... 2 filtered
at java.lang.reflect.Method.invoke(Method.java:498)
at com.atlassian.plugin.osgi.bridge.external.HostComponentFactoryBean$DynamicServiceInvocationHandler.invoke(HostComponentFactoryBean.java:136)
at com.sun.proxy.$Proxy516.createProject(Unknown Source)
at com.atlassian.jira.projecttemplates.service.ProjectTemplateServiceImpl.applyProjectTemplate(ProjectTemplateServiceImpl.java:173)
at com.atlassian.jira.projecttemplates.rest.ProjectTemplatesResource.createProjectFromFormRequest(ProjectTemplatesResource.java:170)
... 3 filtered
at java.lang.reflect.Method.invoke(Method.java:498)
at com.sun.jersey.spi.container.JavaMethodInvokerFactory$1.invoke(JavaMethodInvokerFactory.java:60)
... 12 filtered
at com.atlassian.plugins.rest.module.RestDelegatingServletFilter$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)
... 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$0(CustomerContextSettingFilter.java:181)
at com.atlassian.servicedesk.internal.api.util.context.ReentrantThreadLocalBasedCodeContext.rteInvoke(ReentrantThreadLocalBasedCodeContext.java:137)
at com.atlassian.servicedesk.internal.api.util.context.ReentrantThreadLocalBasedCodeContext.runOutOfContext(ReentrantThreadLocalBasedCodeContext.java:90)
at com.atlassian.servicedesk.internal.utils.context.CustomerContextServiceImpl.runOutOfCustomerContext(CustomerContextServiceImpl.java:47)
at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.outOfCustomerContext(CustomerContextSettingFilter.java:174)
at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.doFilterImpl(CustomerContextSettingFilter.java:130)
at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.doFilter(CustomerContextSettingFilter.java:121)
... 4 filtered
at com.atlassian.jwt.internal.servlet.JwtAuthFilter.doFilter(JwtAuthFilter.java:32)
... 8 filtered
at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21)
... 4 filtered
at com.atlassian.web.servlet.plugin.LocationCleanerFilter.doFilter(LocationCleanerFilter.java:36)
... 26 filtered
at com.atlassian.jira.servermetrics.MetricsCollectorFilter.doFilter(MetricsCollectorFilter.java:25)
... 23 filtered
at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1142)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:617)
at org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61)
at java.lang.Thread.run(Thread.java:745)
Caused by: java.lang.IllegalArgumentException: cacheLoader returned null for key 'SD_REQTYPE'
at com.atlassian.jira.cache.request.RequestCacheImpl.getNotNull(RequestCacheImpl.java:116)
at com.atlassian.jira.cache.request.RequestCacheImpl.get(RequestCacheImpl.java:42)
at com.atlassian.jira.avatar.AvatarManagerImpl.getDefaultAvatarId(AvatarManagerImpl.java:505)
at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeQStoreImpl$RequestTypeMapper.lambda$apply$1(RequestTypeQStoreImpl.java:625)
at io.atlassian.fugue.Option$None.fold(Option.java:393)
at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeQStoreImpl$RequestTypeMapper.apply(RequestTypeQStoreImpl.java:625)
at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeQStoreImpl.lambda$getAllRequestTypesWithSortedGroups$3(RequestTypeQStoreImpl.java:138)
at java.util.stream.ReferencePipeline$3$1.accept(ReferencePipeline.java:193)
at java.util.ArrayList$ArrayListSpliterator.forEachRemaining(ArrayList.java:1374)
at java.util.stream.AbstractPipeline.copyInto(AbstractPipeline.java:481)
at java.util.stream.AbstractPipeline.wrapAndCopyInto(AbstractPipeline.java:471)
at java.util.stream.ReduceOps$ReduceOp.evaluateSequential(ReduceOps.java:708)
at java.util.stream.AbstractPipeline.evaluate(AbstractPipeline.java:234)
at java.util.stream.ReferencePipeline.collect(ReferencePipeline.java:499)
at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeQStoreImpl.getAllRequestTypesWithSortedGroups(RequestTypeQStoreImpl.java:140)
at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.ValidRequestTypeProvider.lambda$new$0(ValidRequestTypeProvider.java:62)
at com.atlassian.cache.memory.MemoryCacheManager$1$1.load(MemoryCacheManager.java:129)
at com.atlassian.cache.memory.MemoryCacheManager$1$1.load(MemoryCacheManager.java:105)
at com.google.common.cache.LocalCache$LoadingValueReference.loadFuture(LocalCache.java:3527)
at com.google.common.cache.LocalCache$Segment.loadSync(LocalCache.java:2319)
at com.google.common.cache.LocalCache$Segment.lockedGetOrLoad(LocalCache.java:2282)
at com.google.common.cache.LocalCache$Segment.get(LocalCache.java:2197)
at com.google.common.cache.LocalCache.get(LocalCache.java:3937)
at com.google.common.cache.LocalCache.getOrLoad(LocalCache.java:3941)
at com.google.common.cache.LocalCache$LocalLoadingCache.get(LocalCache.java:4824)
at com.google.common.cache.LocalCache$LocalLoadingCache.getUnchecked(LocalCache.java:4830)
at com.atlassian.cache.memory.DelegatingCachedReference.getUnderLock(DelegatingCachedReference.java:101)
at com.atlassian.cache.memory.DelegatingCachedReference.get(DelegatingCachedReference.java:86)
... 283 more
2018-05-28 12:56:13,787 http-nio-8081-exec-1 ERROR username 776x5686862x1 1p2vsr0 10.x.xx.xxx,127.0.0.1 /rest/project-templates/1.0/templates [c.a.p.r.c.error.jersey.ThrowableExceptionMapper] Uncaught exception thrown by REST service: An error occurred while notifying that a project was created
java.lang.RuntimeException: An error occurred while notifying that a project was created
at com.atlassian.jira.bc.project.DefaultProjectService.notifyHandlersOfProjectCreated(DefaultProjectService.java:397)
at com.atlassian.jira.bc.project.DefaultProjectService.createProjectInternal(DefaultProjectService.java:379)
at com.atlassian.jira.bc.project.DefaultProjectService.createProject(DefaultProjectService.java:349)
at sun.reflect.GeneratedMethodAccessor20432.invoke(Unknown Source)
at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43)
at java.lang.reflect.Method.invoke(Method.java:498)
at com.atlassian.plugin.util.ContextClassLoaderSettingInvocationHandler.invoke(ContextClassLoaderSettingInvocationHandler.java:26)
at com.sun.proxy.$Proxy516.createProject(Unknown Source)
... 2 filtered
at java.lang.reflect.Method.invoke(Method.java:498)
at com.atlassian.plugin.osgi.bridge.external.HostComponentFactoryBean$DynamicServiceInvocationHandler.invoke(HostComponentFactoryBean.java:136)
at com.sun.proxy.$Proxy516.createProject(Unknown Source)
at com.atlassian.jira.projecttemplates.service.ProjectTemplateServiceImpl.applyProjectTemplate(ProjectTemplateServiceImpl.java:173)
at com.atlassian.jira.projecttemplates.rest.ProjectTemplatesResource.createProjectFromFormRequest(ProjectTemplatesResource.java:170)
... 3 filtered
at java.lang.reflect.Method.invoke(Method.java:498)
at com.sun.jersey.spi.container.JavaMethodInvokerFactory$1.invoke(JavaMethodInvokerFactory.java:60)
... 12 filtered
at com.atlassian.plugins.rest.module.RestDelegatingServletFilter$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)
... 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$0(CustomerContextSettingFilter.java:181)
at com.atlassian.servicedesk.internal.api.util.context.ReentrantThreadLocalBasedCodeContext.rteInvoke(ReentrantThreadLocalBasedCodeContext.java:137)
at com.atlassian.servicedesk.internal.api.util.context.ReentrantThreadLocalBasedCodeContext.runOutOfContext(ReentrantThreadLocalBasedCodeContext.java:90)
at com.atlassian.servicedesk.internal.utils.context.CustomerContextServiceImpl.runOutOfCustomerContext(CustomerContextServiceImpl.java:47)
at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.outOfCustomerContext(CustomerContextSettingFilter.java:174)
at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.doFilterImpl(CustomerContextSettingFilter.java:130)
at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.doFilter(CustomerContextSettingFilter.java:121)
... 4 filtered
at com.atlassian.jwt.internal.servlet.JwtAuthFilter.doFilter(JwtAuthFilter.java:32)
... 8 filtered
at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21)
... 4 filtered
at com.atlassian.web.servlet.plugin.LocationCleanerFilter.doFilter(LocationCleanerFilter.java:36)
... 26 filtered
at com.atlassian.jira.servermetrics.MetricsCollectorFilter.doFilter(MetricsCollectorFilter.java:25)
... 23 filtered
at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1142)
at java.util.concurrent.ThreadPoolExecutor$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).

--------------------------------------------------------------------------------------------

I found the following article: https://community.atlassian.com/t5/Jira-Service-Desk-questions/Jira-Service-Desk-unable-to-create-project/qaq-p/740346

Which suggested:

• Go to JIRA Admin > Application > Versions & licenses, and uninstall Service Desk from this page.
• You will get a popup with "Also remove my JIRA Service Desk configuration" automatically ticked. Keep this option ticked, and click on "Uninstall"
• Stop JIRA
• Run all these queries in the Database:
• Query to drop the Service Desk tables (the list of tables to drop might be different in your environment. If it is different, please adjust it with the list of tables you got from the Plugin data storage page):
• Queries to delete Service Desk upgrade history:
• Query to clear the pluginstate table:
• Restart JIRA
• Download Service Desk 3.8.2
• Install it via the UPM by uploading the file : https://confluence.atlassian.com/upm/installing-add-ons-273875715.html#Installingadd-ons-Installingbyfileupload

Which seems quite involved and will require some down time. Is there an easier solution to the issue ?

[Andy Heinzer]

Based on the information you posted here, I don't really see an easier solution.   If you had Service Desk installed back on that Jira 6.4.x version, then you should not have tried to upgrade directly to 7.2 or higher in your first upgrade.    You would have had the same problem you see now in Jira 7.8.1 back in that first upgrade.    That version is too far for Service Desk to be able to upgrade in one step.

You have to upgrade these older versions of Jira to a 7.0.x version first, from there you can then have to make sure that you also update/install all the plugins you use with Jira to give those plugins the chance to update their plugin specific data in the database.  Service Desk is no exception.  But you are not alone in this problem, support has seen a lot of customers make this same mistake when upgrading Jira.  There is a more comprehensive KB on this specific problem over in https://confluence.atlassian.com/jirakb/after-upgrading-to-jira-service-desk-3-2-x-or-greater-service-desk-project-s-navigation-bar-shows-unable-to-render-element-due-to-an-error-845943102.html

You are clearly seeing Cause #1 of that KB.  As such you can try to downgrade Jira to a 7.1.9 version where you can then install a version of Service Desk that can upgrade that data, OR you can revert the entire upgrade and start over from a backup (which might not be ideal if you have added new data to this instance since) OR if you do not want all the old service desk data you had before this upgrade, you could try to follow some of the customer commented steps in https://jira.atlassian.com/browse/JSDSERVER-4732 that indicate specifically which tables to drop.