Project queues are not visible, even if it is already created in JIRA

Question

Suddenly existing queues are not visible to admin and technician also. When I treid to create new queue, after hitting create button the queue is getting invisible. In "atlassian-jira.log" it is showing below error.

2020-01-22 11:01:31,626 http--8889-exec-11 ERROR admin 661x9859x1 pefo9c  /rest/servicedesk/1/INC/webfragments/sections/sd-queues-nav,servicedesk.agent.queues,servicedesk.agent.queues.ungrouped [c.a.plugin.web.DefaultWebInterfaceManager] WebItemProvider from module 'com.atlassian.servicedesk.project-ui:sd-queues-custom-provider' threw an error 'java.lang.NullPointerException'. Web-items provided by this provider will be ignored.

In catalina.out also it is showing below errors

2020-01-21 19:27:47,056 http-8889-exec-24 ERROR 1167x60538x2 1qn353t /rest/servicedesk/1/INC/webfragments/sections/sd-queues-nav,servicedesk.agent.queues,servicedesk.agent.queues.ungrouped [c.a.plugin.web.DefaultWebInterfaceManager] WebItemProvider from module 'com.atlassian.servicedesk.project-ui:sd-queues-custom-provider' threw an error 'java.lang.NullPointerException'. Web-items provided by this provider will be ignored.
2020-01-21 19:28:13,819 http-8889-exec-21 ERROR  1168x60638x2 1qn353t  /rest/servicedesk/1/INC/webfragments/sections/sd-queues-nav,servicedesk.agent.queues,servicedesk.agent.queues.ungrouped [c.a.plugin.web.DefaultWebInterfaceManager] WebItemProvider from module 'com.atlassian.servicedesk.project-ui:sd-queues-custom-provider' threw an error 'java.lang.NullPointerException'. Web-items provided by this provider will be ignored.
2020-01-21 19:28:20,882 http-8889-exec-22 ERROR  1168x60685x1 1qn353t  /rest/servicedesk/1/INC/webfragments/sections/sd-queues-nav,servicedesk.agent.queues,servicedesk.agent.queues.ungrouped [c.a.plugin.web.DefaultWebInterfaceManager] WebItemProvider from module 'com.atlassian.servicedesk.project-ui:sd-queues-custom-provider' threw an error 'java.lang.NullPointerException'. Web-items provided by this provider will be ignored.

Please let me know how to resolve this issue and why suddenly it occured.

Shejal Payer · Answer

Hi @azade bagheri

You can try below steps which I used to solve the issue.

Searching by a custom field with invalid value/option results in "NullPointerException" on "customfields.manager.DefaultOptionsManagerDefault" KB article. As per the KB, When performing a search including a custom field with null value or if there are invalid entries in the customfieldoption table, JIRA will throw out the error.

Cause
#1
There is a null value in the customfieldoption table. When a search is performed, it will search for all the custom field value options, so, if any of the values is null it will throw out an error.

#2
There are entries in the customfieldoption table that do not correspond to any custom field.

Next Steps

There are references to CacheException in the error stacktrace, it's possible that the errors are thrown from cache. Please restart your Jira application and check if you still face the issue. Let's disable the plugin cache and restart the Jira application. The deleted plugin caches will be created upon restart.

Navigate to JIRA_HOME/plugins/

Delete the following plugin cache files:

JIRA_HOME/plugins/.bundled-plugins

JIRA_HOME/plugins/.osgi-plugins

Restart Jira application

If you are still facing the issues after the application restart, let's verify if the errors observed on your application are indeed due to the 'causes' mentioned in the KB article.

For Cause 1: Run the below query against your database to check if any custom field contains NULL value. Please send us the output of this query.

SELECT c.cfname AS "Custom Field",o.customvalue AS "Value"FROM
customfield c JOIN customfieldoption o ON c.id = o.customfield WHERE
customvalue IS NULL;

For Cause 2: Run the below query against your database to check if there are invalid entries on

SELECT customfield FROM customfieldoption
WHERE customfield NOT IN (SELECT id FROM customfield);

After deleting the null option and lock JIRA re-index, issue got resolved We are able to see Queue, SLA and reports in JIRA UAT tool

Regards,

Shejal payer

azade bagheri · Answer

Hello Shejal,

can you resolved this error??

I have the same problem for admin user in one service desk project!!

thanks,

Azadeh