Unable to set tickets to "realized" status in JIRA Core 9.5.0 : Could not load validator class

[Gaëtan]

NEA : SEN-3367966
Entreprise Name : 4TPM
Server ID : Bxxx-Cxxx-xYxx-xxA

Dear Atlassian,

We are 4TPM society, having a JIRA Core 25 users license.
We are preparing our Cloud migration, but having and old 6.1.4 JIRA self hosted.
We have just migrated from 6.1.7 to 9.5.0 (6.1.7 -> 6.4.14 -> 7.0.11 -> 7.1.10 -> 7.3.9 -> 7.6.17 -> 9.3.0 -> 9.3.1 -> 9.4.0 -> 9.5.0) successfully.

We have a problem : It's impossible for us to set tickets to "realized" status. We have the choice to set it to this status, but when validating, We have the error at the screen : Could not load validator class.
In atlassian-jira.log, we have errors like this, do you know where dos the problem come from ?

2023-01-04 14:23:34,076+0100 http-nio-192.168.XX.YY-8070-exec-15 ERROR XXX 863x5819x1 1843zqq 192.168.12.29 /secure/CommentAssignIssue.jspa [c.a.jira.workflow.DefaultOSWorkflowConfigurator] Could not load class 'com.googlecode.jsu.workflow.validator.FieldsRequiredValidator'
java.lang.ClassNotFoundException: com.googlecode.jsu.workflow.validator.FieldsRequiredValidator
at org.apache.catalina.loader.WebappClassLoaderBase.loadClass(WebappClassLoaderBase.java:1412)
at org.apache.catalina.loader.WebappClassLoaderBase.loadClass(WebappClassLoaderBase.java:1220)
at com.atlassian.core.util.ClassLoaderUtils.loadClass(ClassLoaderUtils.java:79)
at com.atlassian.core.util.ClassLoaderUtils.loadClass(ClassLoaderUtils.java:48)
at com.atlassian.jira.workflow.DefaultOSWorkflowConfigurator$LegacyJiraTypeResolver.loadObject(DefaultOSWorkflowConfigurator.java:153)
at com.opensymphony.workflow.TypeResolver.getValidator(TypeResolver.java:123)
at com.atlassian.jira.workflow.DefaultOSWorkflowConfigurator$JiraTypeResolverDelegator.getValidator(DefaultOSWorkflowConfigurator.java:133)
at com.opensymphony.workflow.AbstractWorkflow.verifyInputs(AbstractWorkflow.java:1457)
at com.opensymphony.workflow.AbstractWorkflow.transitionWorkflow(AbstractWorkflow.java:1167)
at com.opensymphony.workflow.AbstractWorkflow.doAction(AbstractWorkflow.java:557)
at com.atlassian.jira.workflow.OSWorkflowManager.doWorkflowActionInsideTxn(OSWorkflowManager.java:842)
at com.atlassian.jira.workflow.OSWorkflowManager.doWorkflowAction(OSWorkflowManager.java:799)
at com.atlassian.jira.bc.issue.DefaultIssueService.transition(DefaultIssueService.java:532)
at com.atlassian.jira.web.action.issue.CommentAssignIssue.doExecute(CommentAssignIssue.java:173)
... 1 filtered
at com.atlassian.jira.web.action.JiraWebActionSupport.execute(JiraWebActionSupport.java:1364)
... 7 filtered
at javax.servlet.http.HttpServlet.service(HttpServlet.java:779)
... 52 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:54)
... 8 filtered
at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21)
... 48 filtered
at com.atlassian.oauth2.scopes.web.ReadWriteScopeFilter.doFilter(ReadWriteScopeFilter.java:46)
... 3 filtered
at com.atlassian.troubleshooting.thready.filter.AbstractThreadNamingFilter.doFilter(AbstractThreadNamingFilter.java:46)
... 17 filtered
at com.atlassian.jira.security.JiraSecurityFilter.lambda$doFilter$0(JiraSecurityFilter.java:66)
... 1 filtered
at com.atlassian.jira.security.JiraSecurityFilter.doFilter(JiraSecurityFilter.java:64)
... 16 filtered
at com.atlassian.pats.web.filter.TokenBasedAuthenticationFilter.doFilter(TokenBasedAuthenticationFilter.java:82)
... 3 filtered
at com.atlassian.oauth2.provider.core.web.AccessTokenFilter.doFilter(AccessTokenFilter.java:81)
... 26 filtered
at com.atlassian.jira.servermetrics.CorrelationIdPopulatorFilter.doFilter(CorrelationIdPopulatorFilter.java:30)
... 5 filtered
at com.atlassian.plugins.authentication.impl.basicauth.filter.DisableBasicAuthFilter.doFilter(DisableBasicAuthFilter.java:70)
... 8 filtered
at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21)
... 4 filtered
at com.atlassian.troubleshooting.thready.filter.AbstractThreadNamingFilter.doFilter(AbstractThreadNamingFilter.java:46)
... 3 filtered
at com.atlassian.web.servlet.plugin.LocationCleanerFilter.doFilter(LocationCleanerFilter.java:36)
... 29 filtered
at com.atlassian.jira.servermetrics.MetricsCollectorFilter.doFilter(MetricsCollectorFilter.java:25)
... 25 filtered
at org.apache.tomcat.util.threads.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1191)
at org.apache.tomcat.util.threads.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:659)
at org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61)
at java.base/java.lang.Thread.run(Unknown Source)
2023-01-04 14:23:34,087+0100 http-nio-192.168.XX.YY-8070-exec-15 ERROR XXX 863x5819x1 1843zqq 192.168.12.29 /secure/CommentAssignIssue.jspa [c.a.jira.workflow.OSWorkflowManager] Caught exception while attempting to perform action 31 from workflow 125658 on issue 'EVINT-3949'
com.opensymphony.workflow.WorkflowException: Could not load validator class
at com.opensymphony.workflow.AbstractWorkflow.verifyInputs(AbstractWorkflow.java:1462)
at com.opensymphony.workflow.AbstractWorkflow.transitionWorkflow(AbstractWorkflow.java:1167)
at com.opensymphony.workflow.AbstractWorkflow.doAction(AbstractWorkflow.java:557)
at com.atlassian.jira.workflow.OSWorkflowManager.doWorkflowActionInsideTxn(OSWorkflowManager.java:842)
at com.atlassian.jira.workflow.OSWorkflowManager.doWorkflowAction(OSWorkflowManager.java:799)
at com.atlassian.jira.bc.issue.DefaultIssueService.transition(DefaultIssueService.java:532)
at com.atlassian.jira.web.action.issue.CommentAssignIssue.doExecute(CommentAssignIssue.java:173)
... 1 filtered
at com.atlassian.jira.web.action.JiraWebActionSupport.execute(JiraWebActionSupport.java:1364)
... 7 filtered
at javax.servlet.http.HttpServlet.service(HttpServlet.java:779)
... 52 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:54)
... 8 filtered
at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21)
... 48 filtered
at com.atlassian.oauth2.scopes.web.ReadWriteScopeFilter.doFilter(ReadWriteScopeFilter.java:46)
... 3 filtered
at com.atlassian.troubleshooting.thready.filter.AbstractThreadNamingFilter.doFilter(AbstractThreadNamingFilter.java:46)
... 17 filtered
at com.atlassian.jira.security.JiraSecurityFilter.lambda$doFilter$0(JiraSecurityFilter.java:66)
... 1 filtered
at com.atlassian.jira.security.JiraSecurityFilter.doFilter(JiraSecurityFilter.java:64)
... 16 filtered
at com.atlassian.pats.web.filter.TokenBasedAuthenticationFilter.doFilter(TokenBasedAuthenticationFilter.java:82)
... 3 filtered
at com.atlassian.oauth2.provider.core.web.AccessTokenFilter.doFilter(AccessTokenFilter.java:81)
... 26 filtered
at com.atlassian.jira.servermetrics.CorrelationIdPopulatorFilter.doFilter(CorrelationIdPopulatorFilter.java:30)
... 5 filtered
at com.atlassian.plugins.authentication.impl.basicauth.filter.DisableBasicAuthFilter.doFilter(DisableBasicAuthFilter.java:70)
... 8 filtered
at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21)
... 4 filtered
at com.atlassian.troubleshooting.thready.filter.AbstractThreadNamingFilter.doFilter(AbstractThreadNamingFilter.java:46)
... 3 filtered
at com.atlassian.web.servlet.plugin.LocationCleanerFilter.doFilter(LocationCleanerFilter.java:36)
... 29 filtered
at com.atlassian.jira.servermetrics.MetricsCollectorFilter.doFilter(MetricsCollectorFilter.java:25)
... 25 filtered
at org.apache.tomcat.util.threads.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1191)
at org.apache.tomcat.util.threads.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:659)
at org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61)
at java.base/java.lang.Thread.run(Unknown Source)

Thanks a lot in advance,

Sincerely,

Gaëtan GAUME

[Nic Brough -Adaptavist-]

Welcome to the Atlassian Community!

Your workflow is trying to run a validator from the Jira Suite Utilities, but you have one or two of:

1. A non-compatible version of JSU
2. No licence for JSU
3. Disabled JSU in the "manage apps" screen (it will automatically disable itself if your version is not compatible)
4. Not installed it at all
5. Got a version that does not have the validator set in your workflow
6. Got a version of JSU that has a bug that stops it loading

Go to admin -> manage apps, and check what the state of JSU is in there, it should immediately tell you about problems 1-4 from that list, and give you the options to fix all of them (mostly "upgrade to supported version").

[Gaëtan]

Hello @Nic Brough -Adaptavist- 

Thank you very much for your answer, installing JSU (Jira Suite utilities) solves the problem.