JIRA 500 error - existing Installation

Question

We are using the trial version of Jira. Couple of workflows are already created with built-in/custom statuses. A trial project is also created and linked to the workflow. Everything was working fine. Suddenly we are facing some issues with one of the workflows - While clicking Edit link, it is throwing the below error. The same error displayed while clicking on the 'Statuses' link also.

"Sorry, we had some technical problems during your last operation.
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Copy the content below and send it to your JIRA Administrator

Technical details
Log's referral number: 2e873860-924e-4481-ab30-e4c5632a2ce1
Cause
Referer URL: http://192.168.5.97:8080/secure/admin/ViewIssueTypes.jspa
com.google.template.soy.tofu.SoyTofuException: In template JIRA.Templates.Statuses.success: In 'foreach' command {foreach $status in $statuses}{call .statusRow}{param status: $status /}{param first: isFirst($status) /}{param last: isLast($status) /}{/call}{/foreach}, the data reference does not resolve to a SoyListData.
com.google.template.soy.tofu.SoyTofuException: In template JIRA.Templates.Statuses.success: In 'foreach' command {foreach $status in $statuses}{call .statusRow}{param status: $status /}{param first: isFirst($status) /}{param last: isLast($status) /}{/call}{/foreach}, the data reference does not resolve to a SoyListData.
..."

Please help resolve.

Eric Franklin · Answer

Hi Nandagopal,

You are running into the following issue in JIRA:

https://confluence.atlassian.com/display/JIRAKB/JIRA+Statuses+Page+throws+500+Error+Page?utm_source=SAC&utm_medium=provide_details

Here is what I did to resolve this for another customer:

First, bring your JIRA down.

Backup your database.

THEN:

I used the following SQL statement first:
jira=> SELECT count(*), parentname FROM jiradraftworkflows group by parentname having count(*) > 1;
 count | parentname 
-------+-----------------------------------------
 2 | Copy of Workflow for Bridge (Draft FRD)
(1 row)

Then used this one and received the following:
jira=> SELECT id, parentname from jiradraftworkflows;
 id | parentname 
-------+----------------------------------------------------------------
 16602 | JIRA Service Desk IT Support Workflow generated for Project OT
 15909 | IT SD Purchase Request Ticket Workflow
 17026 | Agile Simplified Workflow for Project IMPL
 14500 | Ranchero Workflow
 17104 | IT SD Service Request Ticket Workflow
 17200 | Agile Simplified Workflow for Project ATAT
 12227 | OT Catered Client Event Ticket Workflow
 15912 | Agile Simplified Workflow for Project BFF
 17206 | Copy of Agile Simplified Workflow for Project TD
 16440 | Copy of Simple Workflow
 16437 | Agile Simplified Workflow for Project TP
 16502 | test gerrit hooks
 17208 | Copy of Workflow for Bridge (Draft FRD)
 17209 | Copy of Workflow for Bridge (Draft FRD)
 16439 | Agile Simplified Workflow for Project SD
 16100 | Agile Simplified Workflow for Project DS
 14800 | IT SD Incident Ticket Workflow
 17219 | OT Other Ticket Workflow
 14702 | Design Workflow
 15400 | Enterprise Systems Workflow
(20 rows)

Finally, ran this to fix:
SELECT id, parentname from jiradraftworkflows;
DELETE from jiradraftworkflows where id = 17209;

(Make sure you replace the id = to the id that matches one of the two duplicates in your JIRA instance.)

Once that is done, bring JIRA back up.

Finally, you will want to reindex.

If you are having this issue with JIRA Cloud and not Server, please open a support ticket and reference this answers post and we'll take care of it for you

Best regards,

Eric Franklin | Atlassian Cloud Support

teilor_soares · Answer

Hi Nandagopa!

I would recommend to you to check this KB https://confluence.atlassian.com/display/JIRAKB/Viewing+a+Project+or+an+Issue+throws%3A+com.google.template.soy.tofu.SoyTofuException

The symptoms may be different from the one you are seeing, but the Causes and Resolution section may help on solve the root cause of the problem.

Cheers!
Teilor