Problems after upgrade to 7.4.1

After upgrading JIRA Core to 7.4.1 and JIRA Service Desk to 3.6.1, workflow buttons are no longer showing, and when I click on Email Requests in the Admin Area, I get the below error:

Referer URL: http://jira.classapps.com:8080/plugins/servlet/applications/versions-licenses

com.atlassian.cache.CacheException: java.lang.IllegalArgumentException: cacheLoader returned null for key 'SD_REQTYPE'

com.atlassian.cache.CacheException: java.lang.IllegalArgumentException: cacheLoader returned null for key 'SD_REQTYPE' at com.atlassian.cache.memory.DelegatingCachedReference.get(DelegatingCachedReference.java:83) [atlassian-cache-memory-2.13.3.jar:?] at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeInternalManagerScala.com$atlassian$servicedesk$internal$feature$customer$request$requesttype$RequestTypeInternalManagerScala$$getCache(RequestTypeInternalManagerScala.scala:91) [?:?] at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeInternalManagerScala.getAnyRequestType(RequestTypeInternalManagerScala.scala:152) [?:?] at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeInternalManager.getAnyRequestType(RequestTypeInternalManager.java:202) [?:?] at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.RequestTypeInternalManager.getValidRequestType(RequestTypeInternalManager.java:207) [?:?] at com.atlassian.servicedesk.internal.feature.emailchannel.EmailChannelHelperImpl.requestTypeOf(EmailChannelHelperImpl.java:67) [?:?] at com.atlassian.servicedesk.internal.feature.emailchannel.EmailChannelHelperImpl.lambda$requestTypeOf$4(EmailChannelHelperImpl.java:60) [?:?] at io.atlassian.fugue.Either$RightProjection.flatMap(Either.java:886) [fugue-4.5.0.jar:?] at io.atlassian.fugue.Either.flatMap(Either.java:231) [fugue-4.5.0.jar:?] at com.atlassian.pocketknife.step.EitherStep1.then(EitherStep1.java:18) [?:?] at com.atlassian.servicedesk.internal.feature.emailchannel.EmailChannelHelperImpl.requestTypeOf(EmailChannelHelperImpl.java:60) [?:?] at com.atlassian.servicedesk.internal.actions.admin.AdminEmailViewAction$$anonfun$5$$anonfun$apply$1$$anonfun$apply$2$$anonfun$6.apply(AdminEmailViewAction.scala:135) [?:?] at com.atlassian.servicedesk.internal.actions.admin.AdminEmailViewAction$$anonfun$5$$anonfun$apply$1$$anonfun$apply$2$$anonfun$6.apply(AdminEmailViewAction.scala:133) [?:?] at scala.collection.immutable.List.map(List.scala:284) [?:?] at com.atlassian.servicedesk.internal.actions.admin.AdminEmailViewAction$$anonfun$5$$anonfun$apply$1$$anonfun$apply$2.apply(AdminEmailViewAction.scala:133) [?:?] at com.atlassian.servicedesk.internal.actions.admin.AdminEmailViewAction$$anonfun$5$$anonfun$apply$1$$anonfun$apply$2.apply(AdminEmailViewAction.scala:131) [?:?] at scala.collection.immutable.List.map(List.scala:284) [?:?] at com.atlassian.servicedesk.internal.actions.admin.AdminEmailViewAction$$anonfun$5$$anonfun$apply$1.apply(AdminEmailViewAction.scala:131) [?:?] at com.atlassian.servicedesk.internal.actions.admin.AdminEmailViewAction$$anonfun$5$$anonfun$apply$1.apply(AdminEmailViewAction.scala:130) [?:?] at scala.collection.immutable.List.flatMap(List.scala:338) [?:?] at com.atlassian.servicedesk.internal.actions.admin.AdminEmailViewAction$$anonfun$5.apply(AdminEmailViewAction.scala:130) [?:?] at com.atlassian.servicedesk.internal.actions.admin.AdminEmailViewAction$$anonfun$5.apply(AdminEmailViewAction.scala:129) [?:?] at scala.collection.TraversableLike$WithFilter$$anonfun$flatMap$2.apply(TraversableLike.scala:714) [?:?] at scala.collection.immutable.List.foreach(List.scala:392) [?:?] at scala.collection.TraversableLike$WithFilter.flatMap(TraversableLike.scala:713) [?:?] at com.atlassian.servicedesk.internal.actions.admin.AdminEmailViewAction.convertIncomingEmailChannelSettingsToBeans(AdminEmailViewAction.scala:129) [?:?] at com.atlassian.servicedesk.internal.actions.admin.AdminEmailViewAction.com$atlassian$servicedesk$internal$actions$admin$AdminEmailViewAction$$renderAllocationPage(AdminEmailViewAction.scala:84) [?:?] at com.atlassian.servicedesk.internal.actions.admin.AdminEmailViewAction$$anonfun$doView$1$$anonfun$apply$mcV$sp$2.apply(AdminEmailViewAction.scala:72) [?:?] at com.atlassian.servicedesk.internal.actions.admin.AdminEmailViewAction$$anonfun$doView$1$$anonfun$apply$mcV$sp$2.apply(AdminEmailViewAction.scala:70) [?:?] at scalaz.$bslash$div.fold(Either.scala:57) [?:?] at com.atlassian.servicedesk.internal.actions.admin.AdminEmailViewAction$$anonfun$doView$1.apply$mcV$sp(AdminEmailViewAction.scala:68) [?:?] at com.atlassian.servicedesk.internal.actions.ServiceDeskWebActionSupportScala.actionView(ServiceDeskWebActionSupportScala.scala:124) [?:?] at com.atlassian.servicedesk.internal.actions.admin.AdminEmailViewAction.doView(AdminEmailViewAction.scala:68) [?:?] at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) [?:1.8.0_102] at.......

The reason for upgrading that our incoming emails stopped creating new issues in the service desk project. This happened when we changed the password to the email associated with the incoming emails.

I have run an integrity test and it passes all tests successfully. Any help would be greatly appreciated. 

 

Thanks,

Caleb Curry

Classapps.com

4 answers

Looks like one of your request types has something busted in the cache. I would try restarting the app to see if that clears out the caches and fixes it. If it does not, then I would restore a backup on a second server and investigate the request types in the DB and compare the two to see if anything is missing. 

I now have the emails coming in, but they are delayed by about 5 hours. Also, replies to tickets are not making it out of the system despite outgoing email tests running successfully.

 

I still cannot get the buttons to update the status of support tickets to show up for me. When I check my permissions, it says I need to be in the support-desk group in order to change the status of a ticket, but when I look at my groups, I am part of that group already.

I have the same error here. Unfortuneatly I don't have a backup at hand, since the last time we used Service Desk is some months back and we wanted to start fresh.

Any other idea how to fix this? It would also be fine to totally wipe the old SD installation and start from scratch - but how do I really remove SD completly?

Hi, I have just performed the migration yesterday and i am having the same issue. Since this issue has been raised in August 2017 , is there any solution available?

any feedback on this?

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published yesterday in Jira Service Desk

Wy are we still using email for Service Desk workflows?

...attest to the experience of an urgent approval that gets lost in the boss’s inbox and requires that special “Please Approve” email or text message. In an age where we have distributed teams...

113 views 0 2
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you