JIRA crash with proxy error

[Kyle Li]

Our jira crashed with proxy error : error reading from remote server when i was on holiday last Friday. Now I am asked to investigate the root cause of the crash. I can attach the support. zip files . Could any expert and check the file and helpme on the investigation ?

[Shankar Asam {Appfire}]

Hi Kyle Li,

Reviewed the log file and did not find any clue as to why the JIRA is crashed. Would you provide the logs from atlassian-jira.log file during the crash period? 

Alternately, you can run log scanner to see if you find any matching KB articles for the issues in logs. See this KB for more info.

thanks

[Kyle Li]

2019-02-15 17:29:09,549 http-nio-8080-exec-8 WARN Kenshin.Ma 1049x37196659x4 1krs7y9 10.64.80.9,10.26.2.6 /rest/api/2/issue/286443/comment [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:32:16,697 http-nio-8080-exec-30 WARN Cindy.Sun 1052x37206654x7 xu71c3 10.64.80.29,10.26.2.6 /secure/CommentAssignIssue.jspa [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:33:26,012 http-nio-8080-exec-19 WARN Cindy.Sun 1053x37210195x2 xu71c3 10.64.80.29,10.26.2.6 /secure/CommentAssignIssue.jspa [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:33:43,252 http-nio-8080-exec-9 WARN Cherry.GuoWH 1053x37211010x4 16clvzz 10.66.66.15,10.26.2.6 /secure/CommentAssignIssue.jspa [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:33:44,497 http-nio-8080-exec-35 WARN Cindy.Sun 1053x37211132x9 xu71c3 10.64.80.29,10.26.2.6 /secure/CommentAssignIssue.jspa [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:33:57,324 http-nio-8080-exec-46 WARN Cherry.GuoWH 1053x37211945x6 1wccvmf 10.66.66.15,10.26.2.6 /secure/CommentAssignIssue.jspa [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:34:02,456 http-nio-8080-exec-53 WARN Cindy.Sun 1054x37212198x1 xu71c3 10.64.80.29,10.26.2.6 /secure/CommentAssignIssue.jspa [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:34:24,853 http-nio-8080-exec-42 WARN Cindy.Sun 1054x37213336x12 xu71c3 10.64.80.29,10.26.2.6 /secure/CommentAssignIssue.jspa [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:34:36,455 http-nio-8080-exec-36 WARN Cindy.Sun 1054x37213986x9 xu71c3 10.64.80.29,10.26.2.6 /secure/CommentAssignIssue.jspa [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:34:57,452 http-nio-8080-exec-17 WARN Cindy.Sun 1054x37215038x2 xu71c3 10.64.80.29,10.26.2.6 /secure/AjaxIssueAction.jspa [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:35:11,596 Caesium-1-4 WARN admin [execution.engine.job.ExecutionJobCreatorImpl] Rule detected multiple times in rule execution stack. Dropping message: RuleMessageImpl{data={commentcommentId=841533, issueId=268759, issueKey=IN-107679, commenteditedflag=false, currentUserUserKey=admin, eventTimeKey=1550223311339, projectId=10000, inCustomerContext=true, ruleSetId=302}} for rule com.atlassian.servicedesk.plugins.automation.internal.execution.rule.RuleReferenceImpl@3730482e
2019-02-15 17:49:32,699 http-nio-8080-exec-3 WARN Ricky.Nie 1069x37262534x2 1eueaf8 10.66.66.19,10.26.2.6 /secure/CommentAssignIssue.jspa [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:50:08,988 http-nio-8080-exec-39 WARN Ricky.Nie 1070x37264419x7 1eueaf8 10.66.66.19,10.26.2.6 /secure/CommentAssignIssue.jspa [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:52:08,594 http-nio-8080-exec-50 WARN Kevin.Shen 1072x37270682x11 15kezz4 10.64.94.124,10.26.2.6 /browse/IN-111958 [feature.customer.request.CustomerRequestInternalManagerImpl] The first customer request status found, does not appear to match the actual issues current customer request status. Attempt a re-sort operation before return results
2019-02-15 17:55:20,676 http-nio-8080-exec-10 WARN Christine.ChenTJ 1075x37280864x4 1oiym1a 10.30.64.25,10.26.2.6 /servicedesk/customer/portal/81/create/1138 [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:55:21,572 Caesium-1-4 WARN admin [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:55:22,249 Caesium-1-4 WARN admin [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:56:35,106 http-nio-8080-exec-56 WARN Christine.ChenTJ 1076x37284162x10 1oiym1a 10.30.64.25,10.26.2.6 /servicedesk/customer/portal/81/create/1138 [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:56:36,226 Caesium-1-3 WARN admin [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:56:36,886 Caesium-1-3 WARN admin [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:56:47,740 http-nio-8080-exec-36 WARN Christine.ChenTJ 1076x37284796x3 1oiym1a 10.30.64.25,10.26.2.6 /secure/CommentAssignIssue.jspa [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:56:59,569 http-nio-8080-exec-51 WARN Christine.ChenTJ 1076x37285315x8 1oiym1a 10.30.64.25,10.26.2.6 /secure/CommentAssignIssue.jspa [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:57:29,937 http-nio-8080-exec-40 WARN Christine.ChenTJ 1077x37286384x24 1oiym1a 10.30.64.25,10.26.2.6 /secure/CommentAssignIssue.jspa [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:57:42,197 http-nio-8080-exec-28 WARN Christine.ChenTJ 1077x37287041x4 1oiym1a 10.30.64.25,10.26.2.6 /secure/CommentAssignIssue.jspa [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:57:46,365 http-nio-8080-exec-52 WARN Christine.ChenTJ 1077x37287211x3 1oiym1a 10.30.64.25,10.26.2.6 /secure/CommentAssignIssue.jspa [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:57:54,855 http-nio-8080-exec-6 WARN Christine.ChenTJ 1077x37287587x5 1oiym1a 10.30.64.25,10.26.2.6 /secure/CommentAssignIssue.jspa [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 18:10:21,115 Caesium-1-2 WARN admin [execution.engine.job.ExecutionJobCreatorImpl] Rule detected multiple times in rule execution stack. Dropping message: RuleMessageImpl{data={commentcommentId=841640, issueId=279395, issueKey=IN-110330, commenteditedflag=false, currentUserUserKey=admin, eventTimeKey=1550225420911, projectId=10000, inCustomerContext=true, ruleSetId=302}} for rule com.atlassian.servicedesk.plugins.automation.internal.execution.rule.RuleReferenceImpl@4277bce5
2019-02-15 18:10:22,497 Caesium-1-2 WARN admin [execution.engine.job.ExecutionJobCreatorImpl] Rule detected multiple times in rule execution stack. Dropping message: RuleMessageImpl{data={commentcommentId=841641, issueId=268759, issueKey=IN-107679, commenteditedflag=false, currentUserUserKey=admin, eventTimeKey=1550225422281, projectId=10000, inCustomerContext=true, ruleSetId=302}} for rule com.atlassian.servicedesk.plugins.automation.internal.execution.rule.RuleReferenceImpl@3e4c8381
2019-02-15 18:15:25,248 http-nio-8080-exec-67 WARN David.Cvrkal 1095x37307762x41 1xshy1 10.30.148.170,10.26.2.6 /secure/AjaxIssueAction!default.jspa [feature.customer.request.CustomerRequestInternalManagerImpl] The first customer request status found, does not appear to match the actual issues current customer request status. Attempt a re-sort operation before return results
2019-02-15 18:15:25,702 http-nio-8080-exec-68 WARN David.Cvrkal 1095x37307699x42 1xshy1 10.30.148.170,10.26.2.6 /rest/servicedesk/approvals/1/approval/95624/approve [approvals.internal.workflow.WorkflowApprovalServiceImpl] Approval automatic transition wasn't executed, message: AnError{httpStatusCode=500, errorCode=none(), message='sd.approval.error.unable.to.perform.transition : 'Unable to perform automatic transition for approval.''}
2019-02-15 18:29:16,572 JIRA-Bootstrap INFO [servicedesk.bootstrap.upgrade.ServiceDeskUpgradeTaskFactory] Converting JSD Async Upgrade tasks to the Upgrade Task Framework format.
2019-02-15 18:29:30,904 JIRA-Bootstrap INFO [bootstrap.lifecycle.server.ServerPluginLifeCycle] Checking license...
2019-02-15 18:29:30,906 JIRA-Bootstrap INFO [bootstrap.lifecycle.server.ServerPluginLifeCycle] Check if upgrade requirements are satisfied...
2019-02-15 18:29:30,922 JIRA-Bootstrap INFO [bootstrap.lifecycle.server.ServerPluginLifeCycle] Initialising ActiveObjects support and running AO upgrade tasks...
2019-02-15 18:29:32,396 JIRA-Bootstrap INFO [bootstrap.lifecycle.server.ServerPluginLifeCycle] Enabling ServiceDesk mail channels...
2019-02-15 18:29:32,967 JIRA-Bootstrap INFO [automation.internal.bootstrap.AutomationPluginLauncher] AutomationPlugin onStart() - Service Desk Automation Plugin is starting...
2019-02-15 18:29:32,974 JIRA-Bootstrap INFO [automation.internal.bootstrap.AutomationPluginLauncher] AutomationPlugin - tenantedSetup()
2019-02-15 18:29:32,983 JIRA-Bootstrap INFO [automation.internal.bootstrap.AutomationPluginLauncher] AutomationPlugin onStart() - Service Desk Automation Plugin is started.
2019-02-15 18:36:58,536 localhost-startStop-2 INFO [bootstrap.lifecycle.server.ServerPluginLifeCycle] Disabling ServiceDesk mail channels...
2019-02-15 18:36:58,576 localhost-startStop-2 INFO [automation.internal.bootstrap.AutomationPluginLauncher] AutomationPlugin onStop() - Service Desk Automation Plugin is stopping...
2019-02-15 18:36:58,577 localhost-startStop-2 INFO [automation.internal.bootstrap.AutomationPluginLauncher] AutomationPlugin - tenantedShutdown()
2019-02-15 18:36:58,579 localhost-startStop-2 INFO [automation.internal.bootstrap.AutomationPluginLauncher] AutomationPlugin onStop() - Service Desk Automation Plugin is stopped.
2019-02-15 18:38:18,729 JIRA-Bootstrap INFO [servicedesk.bootstrap.upgrade.ServiceDeskUpgradeTaskFactory] Converting JSD Async Upgrade tasks to the Upgrade Task Framework format.
2019-02-15 18:38:32,728 JIRA-Bootstrap INFO [bootstrap.lifecycle.server.ServerPluginLifeCycle] Checking license...
2019-02-15 18:38:32,730 JIRA-Bootstrap INFO [bootstrap.lifecycle.server.ServerPluginLifeCycle] Check if upgrade requirements are satisfied...
2019-02-15 18:38:32,741 JIRA-Bootstrap INFO [bootstrap.lifecycle.server.ServerPluginLifeCycle] Initialising ActiveObjects support and running AO upgrade tasks...
2019-02-15 18:38:34,219 JIRA-Bootstrap INFO [bootstrap.lifecycle.server.ServerPluginLifeCycle] Enabling ServiceDesk mail channels...
2019-02-15 18:38:36,026 JIRA-Bootstrap INFO [automation.internal.bootstrap.AutomationPluginLauncher] AutomationPlugin onStart() - Service Desk Automation Plugin is starting...
2019-02-15 18:38:36,030 JIRA-Bootstrap INFO [automation.internal.bootstrap.AutomationPluginLauncher] AutomationPlugin - tenantedSetup()
2019-02-15 18:38:36,035 JIRA-Bootstrap INFO [automation.internal.bootstrap.AutomationPluginLauncher] AutomationPlugin onStart() - Service Desk Automation Plugin is started.
2019-02-15 21:19:22,991 Caesium-1-1 INFO anonymous [servicedesk.bootstrap.upgrade.AsyncUpgradeTaskServiceImpl] class com.atlassian.servicedesk.bootstrap.upgrade.tasks.AsyncUpgradeTaskAddParticipantFieldToScreens is already COMPLETED, skipping
2019-02-15 21:19:22,996 Caesium-1-1 INFO anonymous [servicedesk.bootstrap.upgrade.AsyncUpgradeTaskServiceImpl] class com.atlassian.servicedesk.bootstrap.upgrade.task.commentautotransition.AsyncUpgradeTaskMigrateCommentAutotransition is already COMPLETED, skipping
2019-02-15 21:19:22,997 Caesium-1-1 INFO anonymous [servicedesk.bootstrap.upgrade.AsyncUpgradeTaskServiceImpl] class com.atlassian.servicedesk.bootstrap.upgrade.tasks.AsyncUpgradeTaskLockVpOriginField is already COMPLETED, skipping
2019-02-15 21:19:22,998 Caesium-1-1 INFO anonymous [servicedesk.bootstrap.upgrade.AsyncUpgradeTaskServiceImpl] class com.atlassian.servicedesk.bootstrap.upgrade.tasks.AsyncUpgradeTaskAddOrganisationFieldToScreens is already COMPLETED, skipping

[Kyle Li]

log analyze get below error list. i DO NOT  know which caused the crash down

[Kyle Li]

From 2019-02-15 18:29:32 to 2019-02-15 18:36:53: 0215.log (232 hits)

Error: cause=java.lang.NoClassDefFoundError: Could not initialize class webwork.dispatcher.GenericDispatcher, stacktrace=java.lang.NoClassDefFoundError: Could not initialize class webwork.dispatcher.GenericDispatcher

Located the error message from the log file.

Is there anyone can help on this ?

[Shankar Asam {Appfire}]

Hi Kyle Li - Unfortunately, I can not figure out the root cause from the logs (may need more logs and files). There could be many errors for a crash - either incompatible plugin causing the issue or incompatible JAVA version or JVM issue. I suggest you open a case with Atlassian on further assistance as we can not help with the above logs.

Thanks

Shankar

[Shankar Asam {Appfire}]

Hi Kyle,

This error comes from a web server front-ending your JIRA application server. To investigate the root cause of the issue, you will need to provide the error/messages that you will find it in atlassian-jira.log & Catalina.out and service-desk log file during the crash. That will help us to determine the cause. 

Thanks

[Kyle Li]

Hi Shankar,

There is no way to attach an zip file in this topic yet, how can i transfer our log file to you

[Kyle Li]

-15 17:33:44,497 http-nio-8080-exec-35 WARN Cindy.Sun 1053x37211132x9 xu71c3 10.64.80.29,10.26.2.6 /secure/CommentAssignIssue.jspa [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:33:57,324 http-nio-8080-exec-46 WARN Cherry.GuoWH 1053x37211945x6 1wccvmf 10.66.66.15,10.26.2.6 /secure/CommentAssignIssue.jspa [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:34:02,456 http-nio-8080-exec-53 WARN Cindy.Sun 1054x37212198x1 xu71c3 10.64.80.29,10.26.2.6 /secure/CommentAssignIssue.jspa [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:34:24,853 http-nio-8080-exec-42 WARN Cindy.Sun 1054x37213336x12 xu71c3 10.64.80.29,10.26.2.6 /secure/CommentAssignIssue.jspa [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:34:36,455 http-nio-8080-exec-36 WARN Cindy.Sun 1054x37213986x9 xu71c3 10.64.80.29,10.26.2.6 /secure/CommentAssignIssue.jspa [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:34:57,452 http-nio-8080-exec-17 WARN Cindy.Sun 1054x37215038x2 xu71c3 10.64.80.29,10.26.2.6 /secure/AjaxIssueAction.jspa [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:35:11,596 Caesium-1-4 WARN admin [execution.engine.job.ExecutionJobCreatorImpl] Rule detected multiple times in rule execution stack. Dropping message: RuleMessageImpl{data={commentcommentId=841533, issueId=268759, issueKey=IN-107679, commenteditedflag=false, currentUserUserKey=admin, eventTimeKey=1550223311339, projectId=10000, inCustomerContext=true, ruleSetId=302}} for rule com.atlassian.servicedesk.plugins.automation.internal.execution.rule.RuleReferenceImpl@3730482e
2019-02-15 17:49:32,699 http-nio-8080-exec-3 WARN Ricky.Nie 1069x37262534x2 1eueaf8 10.66.66.19,10.26.2.6 /secure/CommentAssignIssue.jspa [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:50:08,988 http-nio-8080-exec-39 WARN Ricky.Nie 1070x37264419x7 1eueaf8 10.66.66.19,10.26.2.6 /secure/CommentAssignIssue.jspa [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:52:08,594 http-nio-8080-exec-50 WARN Kevin.Shen 1072x37270682x11 15kezz4 10.64.94.124,10.26.2.6 /browse/IN-111958 [feature.customer.request.CustomerRequestInternalManagerImpl] The first customer request status found, does not appear to match the actual issues current customer request status. Attempt a re-sort operation before return results
2019-02-15 17:55:20,676 http-nio-8080-exec-10 WARN Christine.ChenTJ 1075x37280864x4 1oiym1a 10.30.64.25,10.26.2.6 /servicedesk/customer/portal/81/create/1138 [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:55:21,572 Caesium-1-4 WARN admin [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:55:22,249 Caesium-1-4 WARN admin [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:56:35,106 http-nio-8080-exec-56 WARN Christine.ChenTJ 1076x37284162x10 1oiym1a 10.30.64.25,10.26.2.6 /servicedesk/customer/portal/81/create/1138 [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:56:36,226 Caesium-1-3 WARN admin [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:56:36,886 Caesium-1-3 WARN admin [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:56:47,740 http-nio-8080-exec-36 WARN Christine.ChenTJ 1076x37284796x3 1oiym1a 10.30.64.25,10.26.2.6 /secure/CommentAssignIssue.jspa [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:56:59,569 http-nio-8080-exec-51 WARN Christine.ChenTJ 1076x37285315x8 1oiym1a 10.30.64.25,10.26.2.6 /secure/CommentAssignIssue.jspa [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:57:29,937 http-nio-8080-exec-40 WARN Christine.ChenTJ 1077x37286384x24 1oiym1a 10.30.64.25,10.26.2.6 /secure/CommentAssignIssue.jspa [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:57:42,197 http-nio-8080-exec-28 WARN Christine.ChenTJ 1077x37287041x4 1oiym1a 10.30.64.25,10.26.2.6 /secure/CommentAssignIssue.jspa [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:57:46,365 http-nio-8080-exec-52 WARN Christine.ChenTJ 1077x37287211x3 1oiym1a 10.30.64.25,10.26.2.6 /secure/CommentAssignIssue.jspa [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 17:57:54,855 http-nio-8080-exec-6 WARN Christine.ChenTJ 1077x37287587x5 1oiym1a 10.30.64.25,10.26.2.6 /secure/CommentAssignIssue.jspa [sla.condition.factory.StatusTimeMetricConditionFactory] Cannot find status with id 10201. Please remove the unknown status from your time metric configuration
2019-02-15 18:10:21,115 Caesium-1-2 WARN admin [execution.engine.job.ExecutionJobCreatorImpl] Rule detected multiple times in rule execution stack. Dropping message: RuleMessageImpl{data={commentcommentId=841640, issueId=279395, issueKey=IN-110330, commenteditedflag=false, currentUserUserKey=admin, eventTimeKey=1550225420911, projectId=10000, inCustomerContext=true, ruleSetId=302}} for rule com.atlassian.servicedesk.plugins.automation.internal.execution.rule.RuleReferenceImpl@4277bce5
2019-02-15 18:10:22,497 Caesium-1-2 WARN admin [execution.engine.job.ExecutionJobCreatorImpl] Rule detected multiple times in rule execution stack. Dropping message: RuleMessageImpl{data={commentcommentId=841641, issueId=268759, issueKey=IN-107679, commenteditedflag=false, currentUserUserKey=admin, eventTimeKey=1550225422281, projectId=10000, inCustomerContext=true, ruleSetId=302}} for rule com.atlassian.servicedesk.plugins.automation.internal.execution.rule.RuleReferenceImpl@3e4c8381
2019-02-15 18:15:25,248 http-nio-8080-exec-67 WARN David.Cvrkal 1095x37307762x41 1xshy1 10.30.148.170,10.26.2.6 /secure/AjaxIssueAction!default.jspa [feature.customer.request.CustomerRequestInternalManagerImpl] The first customer request status found, does not appear to match the actual issues current customer request status. Attempt a re-sort operation before return results
2019-02-15 18:15:25,702 http-nio-8080-exec-68 WARN David.Cvrkal 1095x37307699x42 1xshy1 10.30.148.170,10.26.2.6 /rest/servicedesk/approvals/1/approval/95624/approve [approvals.internal.workflow.WorkflowApprovalServiceImpl] Approval automatic transition wasn't executed, message: AnError{httpStatusCode=500, errorCode=none(), message='sd.approval.error.unable.to.perform.transition : 'Unable to perform automatic transition for approval.''}

[Kyle Li]

Crash starts on 2019--2-15 18:14

recover comes at 18:42 after we restarted the service.

I cannot attach any log file to you in the comment field. so i just cut a part of the log to you. hope this help