Error when creating ServiceDesk-Project

Question

Hello,

when creating a ServiceDesk-Project following error occurs:

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

Wanted to write the content of the atlassian-jira.log, but it exceeds 20000 characters...

Christiana Topps · Answer

Not sure if this can help your case, but we had this same exact error and this is my summary to Atlassian:

Issue: ITSM Template error pops up when trying to use the template

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

Resolution attempt:

Attempt - Tried refreshing the page and creating the project again, this errored every 4/4 tries.

Research:

Found it could be a possible issue with SQL server or Permission scheme.

Checked Audit log and found it was creating the project, but would error on the permission scheme, then aborted and delete Project before finalization.

Last Ditch effort and Work Around:

After looking at the audit logs I found that its catching at the permission scheme, so as a last ditch effort while it was loading the project, I clicked cancel to see if that would stop it from getting to the permission scheme.

After doing this it does create the project, though not fully as it was unable to add our default users.

Error that occurs after this if you try more than once:

I tried using configuration manager to move this Project and it errored out while creating the snapshot saying that since there was too many associated permission schemes it was unable to process as requested.

This time on our second instance I tried this work around and it worked as described as above, and I was able to create a snapshot with configuration manager successfully.

Alexey Matveev · Answer

As far as I can see, there is a problem with the MySQL database. Kindly have a look how mySql should be setup:

https://confluence.atlassian.com/adminjiraserver073/connecting-jira-applications-to-mysql-861253043.html

Are you sure that you have the correct collation:

CREATE DATABASE jiradb CHARACTER SET utf8 COLLATE utf8_bin;

Jörg T_ · Answer

I try to select relevant lines...

java.lang.RuntimeException: An error occurred while notifying that a project was created
2018-10-04 14:15:57,610 http-nio-8080-exec-19 ERROR jthanheiser 855x389x1 1mvkfom 172.18.3.21 /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
2018-10-04 14:15:57,554 http-nio-8080-exec-19 DEBUG jthanheiser 855x389x1 1mvkfom 172.18.3.21 /rest/project-templates/1.0/templates [c.a.activeobjects.osgi.ActiveObjectsServiceFactory] getService bundle [com.atlassian.servicedesk.plugins.automation.servicedesk-automation-plugin]
2018-10-04 14:15:57,405 http-nio-8080-exec-19 DEBUG jthanheiser 855x389x1 1mvkfom 172.18.3.21 /rest/project-templates/1.0/templates [c.a.activeobjects.osgi.ActiveObjectsServiceFactory] getService bundle [com.atlassian.servicedesk.servicedesk-notifications-plugin]
... 324 more

[...]

Caused by: java.sql.SQLException: Incorrect string value: '\xE2\x80\xAF$' for column 'NAME' at row 1

[...]

java.sql.SQLException: Incorrect string value: '\xE2\x80\xAF$' for column 'NAME' at row 1
- version:mysql-connector-java-5.1.40 ( Revision: 402933ef52cad9aa82624e80acbea46e3a701ce6 )
- name:MySQL Connector Java
Driver:
- major version:5
- minor version:5
- version:5.5.59-0+deb8u1
- name:MySQL

[...]

Database:
com.atlassian.activeobjects.internal.ActiveObjectsSqlException: There was a SQL exception thrown by the Active Objects library:
2018-10-04 14:21:12,942 http-nio-8080-exec-22 ERROR jthanheiser 861x447x1 62b5wv 172.18.3.21 /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
2018-10-04 14:21:12,713 http-nio-8080-exec-22 INFO jthanheiser 861x447x1 62b5wv 172.18.3.21 /rest/project-templates/1.0/templates [c.a.jira.workflow.OSWorkflowManager] User 'jthanheiser(jthanheiser)' updated workflow 'SD: JIRA Service Desk default workflow' at 'Thu Oct 04 14:21:12 CEST 2018'
2018-10-04 14:21:12,694 http-nio-8080-exec-22 INFO jthanheiser 861x447x1 62b5wv 172.18.3.21 /rest/project-templates/1.0/templates [c.a.jira.workflow.OSWorkflowManager] User 'jthanheiser(jthanheiser)' updated workflow 'SD: JIRA Service Desk default workflow' at 'Thu Oct 04 14:21:12 CEST 2018'
2018-10-04 14:21:12,638 http-nio-8080-exec-22 INFO jthanheiser 861x447x1 62b5wv 172.18.3.21 /rest/project-templates/1.0/templates [c.a.jira.workflow.OSWorkflowManager] User 'jthanheiser(jthanheiser)' updated workflow 'SD: JIRA Service Desk default workflow' at 'Thu Oct 04 14:21:12 CEST 2018'
2018-10-04 14:21:12,521 http-nio-8080-exec-22 INFO jthanheiser 861x447x1 62b5wv 172.18.3.21 /rest/project-templates/1.0/templates [c.a.jira.workflow.OSWorkflowManager] User 'jthanheiser(jthanheiser)' updated workflow 'SD: Arbeitsablauf zur Abwicklung einer Serviceanfrage mit Genehmigungen für JIRA-Servicedesk' at 'Thu Oct 04 14:21:12 CEST 2018'
2018-10-04 14:21:12,494 http-nio-8080-exec-22 INFO jthanheiser 861x447x1 62b5wv 172.18.3.21 /rest/project-templates/1.0/templates [c.a.jira.workflow.OSWorkflowManager] User 'jthanheiser(jthanheiser)' updated workflow 'SD: Arbeitsablauf zur Abwicklung einer Serviceanfrage mit Genehmigungen für JIRA-Servicedesk' at 'Thu Oct 04 14:21:12 CEST 2018'
2018-10-04 14:21:12,429 http-nio-8080-exec-22 INFO jthanheiser 861x447x1 62b5wv 172.18.3.21 /rest/project-templates/1.0/templates [c.a.jira.workflow.OSWorkflowManager] User 'jthanheiser(jthanheiser)' updated workflow 'SD: Arbeitsablauf zur Abwicklung einer Serviceanfrage mit Genehmigungen für JIRA-Servicedesk' at 'Thu Oct 04 14:21:12 CEST 2018'
2018-10-04 14:21:12,311 http-nio-8080-exec-22 INFO jthanheiser 861x447x1 62b5wv 172.18.3.21 /rest/project-templates/1.0/templates [c.a.jira.workflow.OSWorkflowManager] User 'jthanheiser(jthanheiser)' updated workflow 'SD: Arbeitsablauf zur Abwicklung einer Serviceanfrage für JIRA-Servicedesk' at 'Thu Oct 04 14:21:12 CEST 2018'
2018-10-04 14:21:12,285 http-nio-8080-exec-22 INFO jthanheiser 861x447x1 62b5wv 172.18.3.21 /rest/project-templates/1.0/templates [c.a.jira.workflow.OSWorkflowManager] User 'jthanheiser(jthanheiser)' updated workflow 'SD: Arbeitsablauf zur Abwicklung einer Serviceanfrage für JIRA-Servicedesk' at 'Thu Oct 04 14:21:12 CEST 2018'
2018-10-04 14:21:12,233 http-nio-8080-exec-22 INFO jthanheiser 861x447x1 62b5wv 172.18.3.21 /rest/project-templates/1.0/templates [c.a.jira.workflow.OSWorkflowManager] User 'jthanheiser(jthanheiser)' updated workflow 'SD: Arbeitsablauf zur Abwicklung einer Serviceanfrage für JIRA-Servicedesk' at 'Thu Oct 04 14:21:12 CEST 2018'
2018-10-04 14:21:11,377 http-nio-8080-exec-22 INFO jthanheiser 861x447x1 62b5wv 172.18.3.21 /rest/project-templates/1.0/templates [c.a.j.i.f.config.manager.FieldConfigSchemeManagerImpl] ConfigScheme SD: JIRA-Servicedesk Problemtyp-Schema (3) (10701). Created with no associated contexts