500 error when trying to access Service Desk

[Brian McElraft]

Hi,

We've recently come across an issue when we try to access the Customer Service Desk/Help Desk. We're randomly getting a 500 when accessing a Service Desk project from the Projects listing or 404 error when we try to access the Customer service portal. I've included the associated stack trace I see when I receive the 500 error. I apologize if this is overkill, but it's the full Trace. I'm wondering if there's a proxy issue going on because I can successfully access the Customer Service portal using curl from the local machine.

TIA 

java.lang.RuntimeException: java.lang.reflect.UndeclaredThrowableException
	at com.atlassian.web.servlet.plugin.DynamicAuthorizationServletForwarder.forward(DynamicAuthorizationServletForwarder.java:55) [?:?]
	at com.atlassian.web.servlet.plugin.DynamicAuthorizationServletForwarder.forwardSafely(DynamicAuthorizationServletForwarder.java:83) [?:?]
	at com.atlassian.web.servlet.plugin.SanitizingServletForwarder.forwardSafely(SanitizingServletForwarder.java:48) [?:?]
	at com.atlassian.web.servlet.plugin.RememberingServletForwarder.forwardSafely(RememberingServletForwarder.java:75) [?:?]
	at com.atlassian.web.servlet.plugin.ResolvingServletForwarder.forwardSafely(ResolvingServletForwarder.java:52) [?:?]
	at com.atlassian.web.servlet.plugin.request.RedirectInterceptingResponse.lambda$null$0(RedirectInterceptingResponse.java:43) [?:?]
	at java.util.Optional.map(Optional.java:215) [?:1.8.0_102]
	at com.atlassian.web.servlet.plugin.request.RedirectInterceptingResponse.lambda$sendRedirect$1(RedirectInterceptingResponse.java:43) [?:?]
	at java.util.Optional.flatMap(Optional.java:241) [?:1.8.0_102]
	at com.atlassian.web.servlet.plugin.request.RedirectInterceptingResponse.sendRedirect(RedirectInterceptingResponse.java:43) [?:?]
	at javax.servlet.http.HttpServletResponseWrapper.sendRedirect(HttpServletResponseWrapper.java:138) [servlet-api.jar:?]
	at javax.servlet.http.HttpServletResponseWrapper.sendRedirect(HttpServletResponseWrapper.java:138) [servlet-api.jar:?]
	at com.atlassian.jira.projects.legacy.LegacyRedirectFilter.doFilter(LegacyRedirectFilter.java:73) [?:?]
	at com.atlassian.core.filters.AbstractHttpFilter.doFilter(AbstractHttpFilter.java:32) [atlassian-core-5.0.8.jar:?]
	at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:64) [atlassian-plugins-servlet-4.2.9.jar:?]
	at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) [atlassian-plugins-servlet-4.2.9.jar:?]
	at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter$1.doFilter(DelegatingPluginFilter.java:58) [atlassian-plugins-servlet-4.2.9.jar:?]
	at com.atlassian.prettyurls.filter.PrettyUrlsCombinedMatchDispatcherFilter.doFilter(PrettyUrlsCombinedMatchDispatcherFilter.java:56) [?:?]
	at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:64) [atlassian-plugins-servlet-4.2.9.jar:?]
	at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) [atlassian-plugins-servlet-4.2.9.jar:?]
	at com.atlassian.plugin.servlet.filter.ServletFilterModuleContainerFilter.doFilter(ServletFilterModuleContainerFilter.java:70) [atlassian-plugins-servlet-4.2.9.jar:?]
	

[Keri]

Hey Brian, 

Is this the full stack trace?  If you look for the error in atlassian-jira.log is there a "Caused by" part of the error message?

Did you upgrade or make any changes recently?

Cheers, 

Keri

[Timothy]

This could be caused by an app that you've installed in Jira. Have you tried running Jira in safe mode?

[Brian McElraft]

Nope. Same error. 

[Timothy]

Probably a question for support then.

[Brian McElraft]

Wow, those are some totally useless recommendations. "Doesn't work in safe mode? Welp, contact support."