Navigating to Jira Service desk Email request page get 500 error

[Dieter]

I am having an issue with mail  our mail queue when I navigate to the Applications > Jira Service Desk > Email Requests Page  I et a 500 error page Sorry we had some technival problems during your last operation

With the following detail shown via the request assistance option 

Cause

Referer URL: http://server:8080/plugins/servlet/applications/versions-licenses

com.google.template.soy.tofu.SoyTofuException: In 'foreach' command {foreach $entry in $emailSetting.entries}<tr class="sd-email-setting" data-id="{$entry.emailSettingsId |escapeHtml}" data-project-id="{$entry.projectId |escapeHtml}" data-email="{$entry.email |escapeHtml}" data-channel-key="{$entry.channelKey |escapeHtml}">{if isFirst($entry) and length($emailSetting.entries) > 1}<th  headers="sd-col" rowspan="{length($emailSetting.entries) |escapeHtml}" class="font-normal">{$emailSetting.serviceDeskName |escapeHtml}</th>{elseif length($emailSetting.entries) == 1}<td headers="sd-col">{$emailSetting.serviceDeskName |escapeHtml}</td>{/if}<td headers="sd-address-col">{$entry.email |escapeHtml}</td><td headers="sd-request-type-col">{if $entry.requestName}<div>{$entry.requestName |escapeHtml}</div>{else}<div class="sd-status-bad">{getText('sd.admin.email.invalid.request') |escapeHtml}</div>{/if}</td><td headers="sd-status-col" class="js-test-server-status">{if $entry.lastSentRaw == 0}<div class="sd-status-bad">{$entry.lastSentMessage |escapeHtml}</div>{else}<div>{$entry.lastSentMessage |escapeHtml}</div>{/if}</td><td headers="sd-test-server-col"><div class="js-action-buttons"><button class="aui-button aui-button-compact js-test-server">{getText('sd.admin.email.table.column.test') |escapeHtml}</button><button class="aui-button aui-button-compact aui-button-link js-view-log">{getText('sd.admin.email.table.column.log') |escapeHtml}</button><button class="js-tooltip aui-button aui-button-compact aui-button-link js-delete-settings" title="{getText('sd.admin.email.confirm.delete.tipsy') |escapeHtml}">{getText('sd.admin.email.table.column.delete') |escapeHtml}</button><span class="cv-sd-status js-status"></span></div></td></tr>{/foreach}, the data reference does not resolve to a SoyList (encountered type com.google.template.soy.data.restricted.UndefinedData).

com.google.template.soy.tofu.SoyTofuException: In 'foreach' command {foreach $entry in $emailSetting.entries}<tr class="sd-email-setting" data-id="{$entry.emailSettingsId |escapeHtml}" data-project-id="{$entry.projectId |escapeHtml}" data-email="{$entry.email |escapeHtml}" data-channel-key="{$entry.channelKey |escapeHtml}">{if isFirst($entry) and length($emailSetting.entries) > 1}<th  headers="sd-col" rowspan="{length($emailSetting.entries) |escapeHtml}" class="font-normal">{$emailSetting.serviceDeskName |escapeHtml}</th>{elseif length($emailSetting.entries) == 1}<td headers="sd-col">{$emailSetting.serviceDeskName |escapeHtml}</td>{/if}<td headers="sd-address-col">{$entry.email |escapeHtml}</td><td headers="sd-request-type-col">{if $entry.requestName}<div>{$entry.requestName |escapeHtml}</div>{else}<div class="sd-status-bad">{getText('sd.admin.email.invalid.request') |escapeHtml}</div>{/if}</td><td headers="sd-status-col" class="js-test-server-status">{if $entry.lastSentRaw == 0}<div class="sd-status-bad">{$entry.lastSentMessage |escapeHtml}</div>{else}<div>{$entry.lastSentMessage |escapeHtml}</div>{/if}</td><td headers="sd-test-server-col"><div class="js-action-buttons"><button class="aui-button aui-button-compact js-test-server">{getText('sd.admin.email.table.column.test') |escapeHtml}</button><button class="aui-button aui-button-compact aui-button-link js-view-log">{getText('sd.admin.email.table.column.log') |escapeHtml}</button><button class="js-tooltip aui-button aui-button-compact aui-button-link js-delete-settings" title="{getText('sd.admin.email.confirm.delete.tipsy') |escapeHtml}">{getText('sd.admin.email.table.column.delete') |escapeHtml}</button><span class="cv-sd-status js-status"></span></div></td></tr>{/foreach}, the data reference does not resolve to a SoyList (encountered type com.google.template.soy.data.restricted.UndefinedData).
	at ServiceDesk.Templates.Admin.email.emailSettings(Unknown Source) [?:?]
	at com.google.template.soy.tofu.internal.BaseTofu.renderMainHelper(BaseTofu.java:369) [?:?]
	at com.google.template.soy.tofu.internal.BaseTofu.renderMain(BaseTofu.java:322) [?:?]
	at com.google.template.soy.tofu.internal.BaseTofu.access$100(BaseTofu.java:66) [?:?]
	at com.google.template.soy.tofu.internal.BaseTofu$RendererImpl.render(BaseTofu.java:476) [?:?]
	at com.atlassian.soy.impl.DefaultSoyManager.render(DefaultSoyManager.java:133) [?:?]
	at com.atlassian.soy.impl.DefaultSoyTemplateRenderer.render(DefaultSoyTemplateRenderer.java:45) [?:?]
	at com.atlassian.soy.impl.DefaultSoyTemplateRenderer.render(DefaultSoyTemplateRenderer.java:39) [?:?]
	at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) [?:1.8.0_102]
	at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:62) [?:1.8.0_102]
	at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43) [?:1.8.0_102]

	... 

[Shannon S · Accepted solution]

Hi everyone,

As a result of Dieter's issue, we have created the following knowledgebase article to resolve this problem:

• 500 errors when trying to open the Email Requests page from the JIRA Applications menu

Please try that out, let us know if it works for you, and if you have any issues, please don't hesitate to contact Support.

Regards,

Shannon

[Shannon S]

Dieter,

Can you please check your atlassian-jira.log file for further details about the issue?

The article The JIRA application statuses page throws a 500 Error shows a very similar error (although on a separate page). It explains some of the messages you might see in your Jira log.

These will be helpful for us to know what the actually issue is.

Thank you for your help!

Regards,

Shannon

[Dieter]

This instance has only ever been server based. I am sorry I don not recall when the last time I accessed the page. Jira was successfully upgraded to version 7.10.2 on 21/Aug/18 at 11:45 AM

Thanks

[grinco]

I have the same issue, also never on the cloud.

[Shannon S]

Hello grinco,

We created a new KB article as a result of this issue. Could you please give that a try?

• 500 errors when trying to open the Email Requests page from the JIRA Applications menu

Note that you will need to make a backup of Jira and stop it entirely before performing this workaround.

Let me know if you have any questions.

Regards,

Shannon

[Dieter]

The error is the log is almost the same. I had already gone to that page and followed the diagnosis and not got the same results hence none of the resultions worked

Caused by: com.google.template.soy.sharedpasses.render.RenderException: In 'foreach' command {foreach $entry in $emailSetting.entries}<tr class="sd-email-setting" data-id="{$entry.emailSettingsId |escapeHtml}" data-project-id="{$entry.projectId |escapeHtml}" data-email="{$entry.email |escapeHtml}" data-channel-key="{$entry.channelKey |escapeHtml}">{if isFirst($entry) and length($emailSetting.entries) > 1}<th headers="sd-col" rowspan="{length($emailSetting.entries) |escapeHtml}" class="font-normal">{$emailSetting.serviceDeskName |escapeHtml}</th>{elseif length($emailSetting.entries) == 1}<td headers="sd-col">{$emailSetting.serviceDeskName |escapeHtml}</td>{/if}<td headers="sd-address-col">{$entry.email |escapeHtml}</td><td headers="sd-request-type-col">{if $entry.requestName}<div>{$entry.requestName |escapeHtml}</div>{else}<div class="sd-status-bad">{getText('sd.admin.email.invalid.request') |escapeHtml}</div>{/if}</td><td headers="sd-status-col" class="js-test-server-status">{if $entry.lastSentRaw == 0}<div class="sd-status-bad">{$entry.lastSentMessage |escapeHtml}</div>{else}<div>{$entry.lastSentMessage |escapeHtml}</div>{/if}</td><td headers="sd-test-server-col"><div class="js-action-buttons"><button class="aui-button aui-button-compact js-test-server">{getText('sd.admin.email.table.column.test') |escapeHtml}</button><button class="aui-button aui-button-compact aui-button-link js-view-log">{getText('sd.admin.email.table.column.log') |escapeHtml}</button><button class="js-tooltip aui-button aui-button-compact aui-button-link js-delete-settings" title="{getText('sd.admin.email.confirm.delete.tipsy') |escapeHtml}">{getText('sd.admin.email.table.column.delete') |escapeHtml}</button><span class="cv-sd-status js-status"></span></div></td></tr>{/foreach}, the data reference does not resolve to a SoyList (encountered type com.google.template.soy.data.restricted.UndefinedData).
at ServiceDesk.Templates.Admin.email.emailSettings(Unknown Source) [?:?]
at com.google.template.soy.sharedpasses.render.RenderVisitor.visitForeachNode(RenderVisitor.java:384) [?:?]
at com.google.template.soy.soytree.AbstractSoyNodeVisitor.visit(AbstractSoyNodeVisitor.java:104) [?:?]
at com.google.template.soy.soytree.AbstractSoyNodeVisitor.visit(AbstractSoyNodeVisitor.java:56) [?:?]
at com.google.template.soy.basetree.AbstractNodeVisitor.visitChildren(AbstractNodeVisitor.java:59) [?:?]
at com.google.template.soy.soytree.AbstractSoyNodeVisitor.visitChildren(AbstractSoyNodeVisitor.java:129) [?:?]
at com.google.template.soy.sharedpasses.render.RenderVisitor.visitForeachNode(RenderVisitor.java:403) [?:?]
at com.google.template.soy.soytree.AbstractSoyNodeVisitor.visit(AbstractSoyNodeVisitor.java:104) [?:?]
at com.google.template.soy.soytree.AbstractSoyNodeVisitor.visit(AbstractSoyNodeVisitor.java:56) [?:?]
at com.google.template.soy.basetree.AbstractNodeVisitor.visitChildren(AbstractNodeVisitor.java:59) [?:?]
at com.google.template.soy.soytree.AbstractSoyNodeVisitor.visitChildren(AbstractSoyNodeVisitor.java:129) [?:?]
at com.google.template.soy.sharedpasses.render.RenderVisitor.visitBlockHelper(RenderVisitor.java:702) [?:?]
at com.google.template.soy.sharedpasses.render.RenderVisitor.visitSoyNode(RenderVisitor.java:649) [?:?]
at com.google.template.soy.soytree.AbstractSoyNodeVisitor.visitIfElseNode(AbstractSoyNodeVisitor.java:268) [?:?]
at com.google.template.soy.soytree.AbstractSoyNodeVisitor.visit(AbstractSoyNodeVisitor.java:98) [?:?]
at com.google.template.soy.sharedpasses.render.RenderVisitor.visitIfNode(RenderVisitor.java:344) [?:?]
at com.google.template.soy.soytree.AbstractSoyNodeVisitor.visit(AbstractSoyNodeVisitor.java:96) [?:?]
at com.google.template.soy.soytree.AbstractSoyNodeVisitor.visit(AbstractSoyNodeVisitor.java:56) [?:?]
at com.google.template.soy.basetree.AbstractNodeVisitor.visitChildren(AbstractNodeVisitor.java:59) [?:?]
at com.google.template.soy.soytree.AbstractSoyNodeVisitor.visitChildren(AbstractSoyNodeVisitor.java:129) [?:?]
at com.google.template.soy.sharedpasses.render.RenderVisitor.visitBlockHelper(RenderVisitor.java:702) [?:?]

[Shannon S]

Dieter,

Thank you for confirming.

I found another user that had this issue in the past, and the Jira instance had been migrated from Cloud. It contained mail handlers from the Cloud instance that were no longer necessary.

Can you tell us if the same is for your instance? If not, when were you last able to access this page? Have you recently updated Jira or migrated?

Regards,

Shannon

[Shannon S]

Dieter,

Thank you for your follow-up.

I created a support ticket for this issue, because we really need to see your support zip and get more detailed information about the problem.

Can you check your email now and reply to the support ticket with a copy of your support zip? 

Thank you for your help!

Regards,

Shannon