Unable to make Service Desk Project

Andrew Chepurny

I'm trying to make a new Service Desk project and whenever I try to make one, I get this error "Hmm... we couldn't create your project due to an unknown error. Try refreshing the page to start again."  Refreshing the page doesn't do anything.  Any help would be appreciated

 

com.atlassian.jira.project-templates-plugin:apply-project-template-handler threw an exception while handling a notification about a project being created
com.querydsl.core.QueryException: Caught SQLException for select `AO_54307E_QUEUE`.`ID` from `AO_54307E_QUEUE` `AO_54307E_QUEUE` where `AO_54307E_QUEUE`.`PROJECT_ID` = ? and `AO_54307E_QUEUE`.`NAME` = ? limit ?
at com.querydsl.sql.DefaultSQLExceptionTranslator.translate(DefaultSQLExceptionTranslator.java:50)
at com.querydsl.sql.Configuration.translate(Configuration.java:459)
at com.querydsl.sql.AbstractSQLQuery.iterateSingle(AbstractSQLQuery.java:410)
at com.querydsl.sql.AbstractSQLQuery.iterate(AbstractSQLQuery.java:342)
at com.querydsl.sql.ProjectableSQLQuery.fetchOne(ProjectableSQLQuery.java:397)
at com.querydsl.core.support.FetchableQueryBase.fetchFirst(FetchableQueryBase.java:51)
at com.atlassian.servicedesk.internal.feature.queue.QueueStore.queueNameExists(QueueStore.java:101)
at com.atlassian.servicedesk.internal.feature.queue.QueueManagerImpl.lambda$addQueueUnchecked$9(QueueManagerImpl.java:118)
at com.atlassian.pocketknife.internal.querydsl.DatabaseAccessorImpl.lambda$execute$0(DatabaseAccessorImpl.java:69)
at com.atlassian.sal.core.rdbms.DefaultTransactionalExecutor.executeInternal(DefaultTransactionalExecutor.java:87)
at com.atlassian.sal.core.rdbms.DefaultTransactionalExecutor.lambda$execute$0(DefaultTransactionalExecutor.java:43)
at com.atlassian.jira.database.DatabaseAccessorImpl.runInManagedTransaction(DatabaseAccessorImpl.java:131)
... 2 filtered
at java.lang.reflect.Method.invoke(Method.java:498)
at com.atlassian.plugin.util.ContextClassLoaderSettingInvocationHandler.invoke(ContextClassLoaderSettingInvocationHandler.java:26)
at com.sun.proxy.$Proxy631.runInManagedTransaction(Unknown Source)
... 2 filtered
at java.lang.reflect.Method.invoke(Method.java:498)
at com.atlassian.plugin.osgi.bridge.external.HostComponentFactoryBean$DynamicServiceInvocationHandler.invoke(HostComponentFactoryBean.java:131)
at com.sun.proxy.$Proxy631.runInManagedTransaction(Unknown Source)
at com.atlassian.sal.jira.rdbms.JiraHostConnectionAccessor.runInStartedOrExistingTransaction(JiraHostConnectionAccessor.java:130)
at com.atlassian.sal.jira.rdbms.JiraHostConnectionAccessor.execute(JiraHostConnectionAccessor.java:60)
at com.atlassian.sal.core.rdbms.DefaultTransactionalExecutor.execute(DefaultTransactionalExecutor.java:40)
at com.atlassian.pocketknife.internal.querydsl.DatabaseAccessorImpl.execute(DatabaseAccessorImpl.java:67)
at com.atlassian.pocketknife.internal.querydsl.DatabaseAccessorImpl.runInTransaction(DatabaseAccessorImpl.java:43)
at com.atlassian.servicedesk.internal.feature.queue.QueueManagerImpl.addQueueUnchecked(QueueManagerImpl.java:111)
at com.atlassian.servicedesk.internal.feature.gettingstarted.GettingStartedQueueCreationService.lambda$createDefaultQueues$1(GettingStartedQueueCreationService.java:82)
at java.util.stream.ReferencePipeline$3$1.accept(ReferencePipeline.java:193)
at java.util.stream.ReferencePipeline$3$1.accept(ReferencePipeline.java:193)
at java.util.ArrayList$ArrayListSpliterator.forEachRemaining(ArrayList.java:1382)
at java.util.stream.AbstractPipeline.copyInto(AbstractPipeline.java:481)
at java.util.stream.AbstractPipeline.wrapAndCopyInto(AbstractPipeline.java:471)
at java.util.stream.ReduceOps$ReduceOp.evaluateSequential(ReduceOps.java:708)
at java.util.stream.AbstractPipeline.evaluate(AbstractPipeline.java:234)
at java.util.stream.ReferencePipeline.collect(ReferencePipeline.java:499)
at com.atlassian.servicedesk.internal.feature.gettingstarted.GettingStartedQueueCreationService.createDefaultQueues(GettingStartedQueueCreationService.java:86)
at com.atlassian.servicedesk.internal.feature.gettingstarted.GettingStartedService.createServiceDeskForEmptyProject(GettingStartedService.java:239)
at com.atlassian.servicedesk.internal.project.ServiceDeskProjectConfigurator.callGettingStartedServiceToCreateServiceDesk(ServiceDeskProjectConfigurator.java:61)
at com.atlassian.servicedesk.internal.project.ServiceDeskProjectConfigurator.lambda$configure$0(ServiceDeskProjectConfigurator.java:44)
at io.atlassian.fugue.Either$RightProjection.flatMap(Either.java:937)
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:43)
at com.atlassian.servicedesk.internal.project.template.hook.BasicServiceDeskAddProjectHook.configure(BasicServiceDeskAddProjectHook.java:16)
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:396)
at com.atlassian.jira.bc.project.DefaultProjectService.createProjectInternal(DefaultProjectService.java:381)
at com.atlassian.jira.bc.project.DefaultProjectService.createProject(DefaultProjectService.java:351)
... 3 filtered
at java.lang.reflect.Method.invoke(Method.java:498)
at com.atlassian.plugin.util.ContextClassLoaderSettingInvocationHandler.invoke(ContextClassLoaderSettingInvocationHandler.java:26)
at com.sun.proxy.$Proxy205.createProject(Unknown Source)
... 3 filtered
at java.lang.reflect.Method.invoke(Method.java:498)
at com.atlassian.plugin.osgi.bridge.external.HostComponentFactoryBean$DynamicServiceInvocationHandler.invoke(HostComponentFactoryBean.java:131)
at com.sun.proxy.$Proxy205.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:159)
... 1 filtered
at com.atlassian.plugins.rest.module.RestDelegatingServletFilter.doFilter(RestDelegatingServletFilter.java:69)
... 32 filtered
at com.atlassian.servicedesk.internal.web.ExternalCustomerLockoutFilter.doFilter(ExternalCustomerLockoutFilter.java:55)
... 8 filtered
at com.atlassian.jira.plugin.mobile.web.filter.MobileAppRequestFilter.doFilter(MobileAppRequestFilter.java:59)
... 4 filtered
at com.atlassian.jira.plugin.mobile.login.MobileLoginSuccessFilter.doFilter(MobileLoginSuccessFilter.java:54)
... 3 filtered
at com.atlassian.diagnostics.internal.platform.monitor.http.HttpRequestMonitoringFilter.doFilter(HttpRequestMonitoringFilter.java:55)
... 8 filtered
at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21)
... 46 filtered
at com.atlassian.ratelimiting.internal.filter.RateLimitFilter.doFilter(RateLimitFilter.java:73)
... 14 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$0(CustomerContextSettingFilter.java:212)
at com.atlassian.servicedesk.internal.api.util.context.ReentrantThreadLocalBasedCodeContext.rteInvoke(ReentrantThreadLocalBasedCodeContext.java:136)
at com.atlassian.servicedesk.internal.api.util.context.ReentrantThreadLocalBasedCodeContext.runOutOfContext(ReentrantThreadLocalBasedCodeContext.java:89)
at com.atlassian.servicedesk.internal.utils.context.CustomerContextServiceImpl.runOutOfCustomerContext(CustomerContextServiceImpl.java:47)
at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.outOfCustomerContext(CustomerContextSettingFilter.java:203)
at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.doFilterImpl(CustomerContextSettingFilter.java:134)
at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.doFilter(CustomerContextSettingFilter.java:123)
... 4 filtered
at com.atlassian.jwt.internal.servlet.JwtAuthFilter.doFilter(JwtAuthFilter.java:37)
... 8 filtered
at com.atlassian.ratelimiting.internal.filter.RateLimitPreAuthFilter.doFilter(RateLimitPreAuthFilter.java:71)
... 3 filtered
at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21)
... 4 filtered
at com.atlassian.web.servlet.plugin.LocationCleanerFilter.doFilter(LocationCleanerFilter.java:36)
... 26 filtered
at com.atlassian.jira.servermetrics.MetricsCollectorFilter.doFilter(MetricsCollectorFilter.java:25)
... 25 filtered
at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1149)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:624)
at org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61)
at java.lang.Thread.run(Thread.java:748)
Caused by: java.sql.SQLException: Illegal mix of collations (latin1_swedish_ci,IMPLICIT) and (utf8mb4_general_ci,COERCIBLE) for operation '='
at com.mysql.jdbc.SQLError.createSQLException(SQLError.java:965)
at com.mysql.jdbc.MysqlIO.checkErrorPacket(MysqlIO.java:3933)
at com.mysql.jdbc.MysqlIO.checkErrorPacket(MysqlIO.java:3869)
at com.mysql.jdbc.MysqlIO.sendCommand(MysqlIO.java:2524)
at com.mysql.jdbc.MysqlIO.sqlQueryDirect(MysqlIO.java:2675)
at com.mysql.jdbc.PreparedStatement.executeInternal(PreparedStatement.java:1915)
at com.mysql.jdbc.PreparedStatement.executeQuery(PreparedStatement.java:2023)
at org.apache.commons.dbcp2.DelegatingPreparedStatement.executeQuery(DelegatingPreparedStatement.java:83)
at org.apache.commons.dbcp2.DelegatingPreparedStatement.executeQuery(DelegatingPreparedStatement.java:83)
at com.atlassian.jira.ofbiz.sql.PreparedStatementWrapper.executeQuery(PreparedStatementWrapper.java:42)
at com.atlassian.jira.diagnostic.connection.DiagnosticPreparedStatement.lambda$executeQuery$5(DiagnosticPreparedStatement.java:59)
at com.atlassian.diagnostics.internal.platform.monitor.db.DefaultDatabaseDiagnosticsCollector.recordExecutionTime(DefaultDatabaseDiagnosticsCollector.java:69)
at com.atlassian.jira.diagnostic.connection.DatabaseDiagnosticsCollectorDelegate.recordExecutionTime(DatabaseDiagnosticsCollectorDelegate.java:55)
at com.atlassian.jira.diagnostic.connection.DiagnosticPreparedStatement.executeQuery(DiagnosticPreparedStatement.java:59)
at com.querydsl.sql.AbstractSQLQuery.iterateSingle(AbstractSQLQuery.java:370)
... 335 more
2020-06-13 15:45:40,352-0400 http-nio-8080-exec-19 ERROR andrew 945x612x1 1lnkxu2 127.0.0.1 /rest/project-templates/1.0/templates [c.a.p.r.c.error.jersey.ThrowableExceptionMapper] Uncaught exception thrown by REST service: An error occurred while notifying that a project was created
java.lang.RuntimeException: An error occurred while notifying that a project was created
at com.atlassian.jira.bc.project.DefaultProjectService.notifyHandlersOfProjectCreated(DefaultProjectService.java:399)
at com.atlassian.jira.bc.project.DefaultProjectService.createProjectInternal(DefaultProjectService.java:381)
at com.atlassian.jira.bc.project.DefaultProjectService.createProject(DefaultProjectService.java:351)
at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:62)
... 1 filtered
at java.lang.reflect.Method.invoke(Method.java:498)
at com.atlassian.plugin.util.ContextClassLoaderSettingInvocationHandler.invoke(ContextClassLoaderSettingInvocationHandler.java:26)
at com.sun.proxy.$Proxy205.createProject(Unknown Source)
... 3 filtered
at java.lang.reflect.Method.invoke(Method.java:498)
at com.atlassian.plugin.osgi.bridge.external.HostComponentFactoryBean$DynamicServiceInvocationHandler.invoke(HostComponentFactoryBean.java:131)
at com.sun.proxy.$Proxy205.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:159)
... 1 filtered
at com.atlassian.plugins.rest.module.RestDelegatingServletFilter.doFilter(RestDelegatingServletFilter.java:69)
... 32 filtered
at com.atlassian.servicedesk.internal.web.ExternalCustomerLockoutFilter.doFilter(ExternalCustomerLockoutFilter.java:55)
... 8 filtered
at com.atlassian.jira.plugin.mobile.web.filter.MobileAppRequestFilter.doFilter(MobileAppRequestFilter.java:59)
... 4 filtered
at com.atlassian.jira.plugin.mobile.login.MobileLoginSuccessFilter.doFilter(MobileLoginSuccessFilter.java:54)
... 3 filtered
at com.atlassian.diagnostics.internal.platform.monitor.http.HttpRequestMonitoringFilter.doFilter(HttpRequestMonitoringFilter.java:55)
... 8 filtered
at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21)
... 46 filtered
at com.atlassian.ratelimiting.internal.filter.RateLimitFilter.doFilter(RateLimitFilter.java:73)
... 14 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$0(CustomerContextSettingFilter.java:212)
at com.atlassian.servicedesk.internal.api.util.context.ReentrantThreadLocalBasedCodeContext.rteInvoke(ReentrantThreadLocalBasedCodeContext.java:136)
at com.atlassian.servicedesk.internal.api.util.context.ReentrantThreadLocalBasedCodeContext.runOutOfContext(ReentrantThreadLocalBasedCodeContext.java:89)
at com.atlassian.servicedesk.internal.utils.context.CustomerContextServiceImpl.runOutOfCustomerContext(CustomerContextServiceImpl.java:47)
at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.outOfCustomerContext(CustomerContextSettingFilter.java:203)
at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.doFilterImpl(CustomerContextSettingFilter.java:134)
at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.doFilter(CustomerContextSettingFilter.java:123)
... 4 filtered
at com.atlassian.jwt.internal.servlet.JwtAuthFilter.doFilter(JwtAuthFilter.java:37)
... 8 filtered
at com.atlassian.ratelimiting.internal.filter.RateLimitPreAuthFilter.doFilter(RateLimitPreAuthFilter.java:71)
... 3 filtered
at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21)
... 4 filtered
at com.atlassian.web.servlet.plugin.LocationCleanerFilter.doFilter(LocationCleanerFilter.java:36)
... 26 filtered
at com.atlassian.jira.servermetrics.MetricsCollectorFilter.doFilter(MetricsCollectorFilter.java:25)
... 25 filtered
at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1149)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:624)
at org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61)
at java.lang.Thread.run(Thread.java:748)
2020-06-13 15:47:49,526-0400 plugin-transaction-0 INFO [c.a.jira.plugin.PluginTransactionListener] [plugin-transaction] numberStartEvents:726, numberEndEvents:726, numberSendEvents:395, numberEventsInTransactions:13182, numberOfPluginEnableEvents:301

Andy Heinzer

Hi Andrew,

Sorry to hear about this problem, but I think you are correct that the problem exists on the database level.   Instead of trying to directly edit that existing database, I think it would be best to create an XML backup of your Jira database, and then create a new database per our instructions in Connecting Jira applications to MySQL 5.7.

From there you can stop Jira, connect Jira to the new database (the config tool is great at this, or manually edit the server.xml) that has the correct collation, and when you start Jira you can use the 'import existing data' to point it to the XML backup .zip file.  This will import your Jira data into the new database, and this will correct the data encoding/collation problem at the same time.

I had another user with the same problem over in https://community.atlassian.com/t5/Jira-Software-questions/Re-Problems-to-fix-CHARACTER-SET-and-COLLATION/qaq-p/1404798/comment-id/82670#M82670 and this method tends to work best to correct such collations problems.

I hope this helps.

Andy