Request types where demaged while service desk upgrade to 3.9.1

We have upgraded jira core and service desk, now when clients try to raise a request they cant open some of the request types and receiving :

This XML file does not appear to have any style information associated with it. The document tree is shown below.

Please any ideas ?

 

Thank you in advance,

 

 

1 answer

0 votes

Hi Lev,

  • Do you see any request types as undefined:
    • Screen Shot 2017-12-18 at 10.22.01 AM.png
  • If you do see any as undefined and you remove them do you get the same behavior?
  • If you put JIRA in Safe Mode do you get the same behavior?

I would take a look at the logs to see if there are any clues as to what could have happened during the upgrade to the table data. 

I would next try to create a new Request type and see if that is successful and if not see what errors the logs throw and we can go from there.

Cheers,

Branden

Hi Branden,

 

I can't find any Undefined request types.

But I found that if I remove priority field from the request it work fine.

Does it works differently on that Service Desk version ?

As well I saw that on each project settings there are new "priorities tab" but its empty and I cant configure anything in it.

 

Will appreciate your assistance,

Lev

Could you try what Branden suggested?  Try to create a new request type and take a look at the logs

Hi Nic,

I've tried it, still receiving next error: "priorityId should not be null!"

Can you please assist with how to configure it in the easiest way.

do you know why did it break after the upgrade ?

 

Thank you in advance,

Is the priority on screen and being filled in?

What errors are there in the logs?

Hi,

Once I add priority to any request type on Project settings and trying to open same request from the customers channel I receive the next error but longer:

"This XML file does not appear to have any style information associated with it. The document tree is shown below."

status><status-code>500</status-code><message>priorityId should not be null!</message><stack-trace>com.atlassian.jira.util.dbc.Assertions$NullArgumentException: priorityId should not be null! at com.atlassian.jira.util.dbc.Assertions.notNull(Assertions.java:25) at com.atlassian.jira.issue.fields.config.manager.PrioritySchemeManagerImpl.getPriority(PrioritySchemeManagerImpl.java:257) at sun.reflect.GeneratedMethodAccessor2813.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43) at java.lang.reflect.Method.invoke(Method.java:498) at com.atlassian.plugin.util.ContextClassLoaderSettingInvocationHandler.invoke(ContextClassLoaderSettingInvocationHandler.java:26) at com.sun.proxy.$Proxy130.getPriority(Unknown Source) at sun.reflect.GeneratedMethodAccessor2813.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43) at java.lang.reflect.Method.invoke(Method.java:498) at org.springframework.aop.support.AopUtils.invokeJoinpointUsingReflection(AopUtils.java:302) at org.eclipse.gemini.blueprint.service.importer.support.internal.aop.ServiceInvoker.doInvoke(ServiceInvoker.java:56) at org.eclipse.gemini.blueprint.service.importer.support.internal.aop.ServiceInvoker.invoke(ServiceInvoker.java:60) at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:179) at org.springframework.aop.support.DelegatingIntroductionInterceptor.doProceed(DelegatingIntroductionInterceptor.java:133) at org.springframework.aop.support.DelegatingIntroductionInterceptor.invoke(DelegatingIntroductionInterceptor.java:121) at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:179) at org.eclipse.gemini.blueprint.service.util.internal.aop.ServiceTCCLInterceptor.invokeUnprivileged(ServiceTCCLInterceptor.java:70) at org.eclipse.gemini.blueprint.service.util.internal.aop.ServiceTCCLInterceptor.invoke(ServiceTCCLInterceptor.java:53) at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:179) at org.eclipse.gemini.blueprint.service.importer.support.LocalBundleContextAdvice.invoke(LocalBundleContextAdvice.java:57) at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:179) at org.springframework.aop.support.DelegatingIntroductionInterceptor.doProceed(DelegatingIntroductionInterceptor.java:133) at org.springframework.aop.support.DelegatingIntroductionInterceptor.invoke(DelegatingIntroductionInterceptor.java:121) at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:179) at org.springframework.aop.framework.JdkDynamicAopProxy.invoke(JdkDynamicAopProxy.java:208) at com.sun.proxy.$Proxy3089.getPriority(Unknown Source) at com.atlassian.servicedesk.internal.fields.ServiceDeskJIRAFieldServiceScala.getPriorityValues(ServiceDeskJIRAFieldServiceScala.scala:383) at com.atlassian.servicedesk.internal.fields.ServiceDeskJIRAFieldServiceScala.com$atlassian$servicedesk$internal$fields$ServiceDeskJIRAFieldServiceScala$$getValues(ServiceDeskJIRAFieldServiceScala.scala:360) at com.atlassian.servicedesk.internal.fields.ServiceDeskJIRAFieldServiceScala$$anonfun$getValuesProvider$1.apply(ServiceDeskJIRAFieldServiceScala.scala:352) at com.atlassian.servicedesk.internal.fields.ServiceDeskJIRAFieldServiceScala$$anonfun$getValuesProvider$1.apply(ServiceDeskJIRAFieldServiceScala.scala:352) at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.field.RequestTypeFieldInternalServiceScala$$anonfun$getUserFieldViewForRequestTypeScala$1.apply(RequestTypeFieldInternalServiceScala.scala:180) at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.field.RequestTypeFieldInternalServiceScala$$anonfun$getUserFieldViewForRequestTypeScala$1.apply(RequestTypeFieldInternalServiceScala.scala:177) at scala.collection.immutable.List.map(List.scala:288) at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.field.RequestTypeFieldInternalServiceScala.getUserFieldViewForRequestTypeScala(RequestTypeFieldInternalServiceScala.scala:177) at com.atlassian.servicedesk.internal.feature.customer.request.requesttype.field.RequestTypeFieldInternalServiceScala.getUserFieldViewForRequestType(RequestTypeFieldInternalServiceScala.scala:154) at com.atlassian.servicedesk.internal.feature.customer.portal.providers.request.RequestCreateResponseProviderHelper.getFieldViews(RequestCreateResponseProviderHelper.java:132) at com.atlassian.servicedesk.internal.feature.customer.portal.providers.request.RequestCreateResponseProviderHelper.buildResponse(RequestCreateResponseProviderHelper.java:86) at com.atlassian.servicedesk.internal.feature.customer.portal.providers.request.RequestCreateResponseProvider.lambda$buildResponse$7(RequestCreateResponseProvider.java:77) at com.atlassian.pocketknife.step.EitherStep5.lambda$null$0(EitherStep5.java:31) at io.atlassian.fugue.Either$RightProjection.map(Either.java:872) at io.atlassian.fugue.Either.map(Either.java:217) at com.atlassian.pocketknife.step.EitherStep5.lambda$null$1(EitherStep5.java:31) at io.atlassian.fugue.Either$RightProjection.flatMap(Either.java:886) at io.atlassian.fugue.Either.flatMap(Either.java:231) at com.atlassian.pocketknife.step.EitherStep5.lambda$null$2(EitherStep5.java:30) at io.atlassian.fugue.Either$RightProjection.flatMap(Either.java:886) at io.atlassian.fugue.Either.flatMap(Either.java:231) at com.atlassian.pocketknife.step.EitherStep5.lambda$null$3(EitherStep5.java:29) at io.atlassian.fugue.Either$RightProjection.flatMap(Either.java:886) at io.atlassian.fugue.Either.flatMap(Either.java:231) at com.atlassian.pocketknife.step.EitherStep5.lambda$yield$4(EitherStep5.java:28) at io.atlassian.fugue.Either$RightProjection.flatMap(Either.java:886) at io.atlassian.fugue.Either.flatMap(Either.java:231) at com.atlassian.pocketknife.step.EitherStep5.yield(EitherStep5.java:27) at com.atlassian.servicedesk.internal.feature.customer.portal.providers.request.RequestCreateResponseProvider.buildResponse(RequestCreateResponseProvider.java:76) at 

Hi Nic,

1. Project Priorities on project settings is blank, showing nothing.

2018-01-07 10_50_22-Project Support Test - Project Priorities - Jira.png

2. When i add priority field to request type and trying to open the request on customer channel, i receive the next error: 

"This XML file does not appear to have any style information associated with it. The document tree is shown below."

<status><status-code>500</status-code><message>priorityId should not be null!</message><stack-trace>com.atlassian.jira.util.dbc.Assertions$NullArgumentException: priorityId should not be null! at com.atlassian.jira.util.dbc.Assertions.notNull(Assertions.java:25) at com.atlassian.jira.issue.fields.config.manager.PrioritySchemeManagerImpl.getPriority(PrioritySchemeManagerImpl.java:257) at sun.reflect.GeneratedMethodAccessor2813.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43) at java.lang.reflect.Method.invoke(Method.java:498) at com.atlassian.plugin.util.ContextClassLoaderSettingInvocationHandler.invoke(ContextClassLoaderSettingInvocationHandler.java:26) at com.sun.proxy.$Proxy130.getPriority(Unknown Source) at sun.reflect.GeneratedMethodAccessor2813.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43) at java.lang.reflect.Method.invoke(Method.java:498) at org.springframework.aop.support.AopUtils.invokeJoinpointUsingReflection(AopUtils.java:302) at org.eclipse.gemini.blueprint.service.importer.support.internal.aop.ServiceInvoker.doInvoke(ServiceInvoker.java:56) at org.eclipse.gemini.blueprint.service.importer.support.internal.aop.ServiceInvoker.invoke(ServiceInvoker.java:60) at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:179) at org.springframework.aop.support.DelegatingIntroductionInterceptor.doProceed(DelegatingIntroductionInterceptor.java:133) at org.springframework.aop.support.DelegatingIntroductionInterceptor.invoke(DelegatingIntroductionInterceptor.java:121) at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:179) at org.eclipse.gemini.blueprint.service.util.internal.aop.ServiceTCCLInterceptor.invokeUnprivileged(ServiceTCCLInterceptor.java:70) at org.eclipse.gemini.blueprint.service.util.internal.aop.ServiceTCCLInterceptor.invoke(ServiceTCCLInterceptor.java:53) at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:179) at org.eclipse.gemini.blueprint.service.importer.support.LocalBundleContextAdvice.invoke(LocalBundleContextAdvice.java:57) at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:179) at org.springframework.aop.support.DelegatingIntroductionInterceptor.doProceed(DelegatingIntroductionInterceptor.java:133) at org.springframework.aop.support.DelegatingIntroductionInterceptor.invoke(DelegatingIntroductionInterceptor.java:121) at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:179) at org.springframework.aop.framework.JdkDynamicAopProxy.invoke(JdkDynamicAopProxy.java:208) at com.sun.proxy.$Proxy3089.getPriority(Unknown Source) at com.atlassian.servicedesk.internal.fields.ServiceDeskJIRAFieldServiceScala.getPriorityValues(ServiceDeskJIRAFieldServiceScala.scala:383) at com.atlassian.servicedesk.internal.fields.ServiceDeskJIRAFieldServiceScala.com$atlassian$servicedesk$internal$fields$ServiceDeskJIRAFieldServiceScala$$getValues(ServiceDeskJIRAFieldServiceScala.scala:360) at 

ETC...

The priority config screen on the project is the bit that worries me, but I don't get that problem with it.

I suspect you have an add-on or script that is breaking the priorities here.  Could you have a look at the source of the page when you visit the project priorities?

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