Jira Service Desk - cacheLoader returned null for key 'SD_REQTYPE'

[Thomas Günter]

Hi,

after having trouble with enabling the service desk (see here), I now face the Error mentioned in the title of this question.

I understand that this error is caused by a misstake i made during updating jira and service desk. There are currently no ServiceDesk projects beeing used.
My question is: Can I wipe out all remains of the older Service Desk version and its projects and install it again to get rid of this error?

From the log:

com.atlassian.cache.CacheException: java.lang.IllegalArgumentException: cacheLoader returned null for key 'SD_REQTYPE'
        at com.atlassian.cache.memory.DelegatingCachedReference.get(DelegatingCachedReference.java:91)

Thanks for helping me with this :-),
Thomas.

[Henrique Bittencourt · Accepted solution]

Hi Thomas!

This error logs means that your service Service Desk data has been directly updated from 2.0 to 3.10.2 (or later) without the intermediary version 3.0.0.

As mentioned in the JIRA Service Desk - Upgrade task list, when you are upgrading Service Desk from a version earlier than 3.0.x, it is necessary to upgrade Service Desk to 3.0.x before 3.10.x.

To resolve this issue, there are 2 workarounds:

Workaround 1 (Official but tedious)

This method consists in using the Resolution 1 (right column "If you have upgraded to 7.3.x / 3.3.x and above" in this KB article. This resolution is a bit tedious, but to ensure data integrity and successful 'upgrade' of Service Desk, please make sure that every step is done correctly. Feel free to reach out if you need clarification on them.

Workaround 2 (Un-official but less tedious and faster to apply, please note this only applies if you are ok with losing all your Service Desk data)

This workaround hasn't been fully tested yet and that involves database manipulation. However, using that workaround on your production server will be at your own risk since database manipulation queries are out of Atlassian Support Scope.

Please note that with this method, all your Service Desk data will be lost.

If you plan to use that workaround instead, please make sure to:

• test it first on a test server
• create a native backup of your production database before applying it to production

Here are the steps from the non-official workaround - make sure you do all the steps before executing SQL drop queries:

• Clone your production JIRA instance into a test server instance
• Start JIRA on the test server instance
• Go to JIRA Admin > Application > Versions & licenses, and uninstall Service Desk from this page.
• You will get a popup with "Also remove my JIRA Service Desk configuration" automatically ticked. Keep this option ticked, and click on "Uninstall"
• Stop JIRA
• Run all these queries in the Database:
  • Query to drop the Service Desk tables:

    DROP TABLE "AO_0201F0_KB_HELPFUL_AGGR","AO_0201F0_STATS_EVENT","AO_0201F0_KB_VIEW_AGGR","AO_0201F0_STATS_EVENT_PARAM","AO_56464C_NOTIFICATIONRECORD","AO_56464C_APPROVERDECISION","AO_56464C_APPROVER","AO_56464C_APPROVAL","AO_4E8AE6_NOTIF_BATCH_QUEUE","AO_4E8AE6_OUT_EMAIL_SETTINGS","AO_D530BB_CANNEDRESPONSE","AO_D530BB_CANNEDRESPONSEAUDIT","AO_D530BB_CRAUDITACTIONDATA","AO_D530BB_CANNEDRESPONSEUSAGE","AO_54307E_CAPABILITY","AO_54307E_ORGANIZATION_PROJECT","AO_54307E_SERIES","AO_54307E_ASYNCUPGRADERECORD","AO_54307E_SLAAUDITLOG","AO_54307E_VIEWPORT","AO_54307E_OUT_EMAIL_SETTINGS","AO_54307E_VIEWPORTFIELDVALUE","AO_54307E_CUSTOMGLOBALTHEME","AO_54307E_EMAILCHANNELSETTING","AO_54307E_QUEUE","AO_54307E_GROUP","AO_54307E_EMAILSETTINGS","AO_54307E_METRICCONDITION","AO_54307E_PARTICIPANTSETTINGS","AO_54307E_SLAAUDITLOGDATA","AO_54307E_STATUSMAPPING","AO_54307E_TIMEMETRIC","AO_54307E_SERVICEDESK","AO_54307E_VIEWPORTFORM","AO_54307E_SUBSCRIPTION","AO_54307E_CUSTOMTHEME","AO_54307E_IMAGES","AO_54307E_ORGANIZATION","AO_54307E_SYNCUPGRADERECORD","AO_54307E_ORGANIZATION_MEMBER","AO_54307E_THRESHOLD","AO_54307E_GOAL","AO_54307E_REPORT","AO_54307E_GROUPTOREQUESTTYPE","AO_54307E_CONFLUENCEKB","AO_54307E_QUEUECOLUMN","AO_54307E_VIEWPORTFIELD","AO_54307E_CONFLUENCEKBENABLED","AO_54307E_CONFLUENCEKBLABELS","AO_9B2E3B_IF_CONDITION_CONFIG","AO_9B2E3B_IF_COND_EXECUTION","AO_9B2E3B_THEN_EXECUTION","AO_9B2E3B_RULESET","AO_9B2E3B_IF_THEN_EXECUTION","AO_9B2E3B_RSETREV_PROJ_CONTEXT","AO_9B2E3B_RULESET_REVISION","AO_9B2E3B_THEN_ACT_CONF_DATA","AO_9B2E3B_RULE","AO_9B2E3B_RULE_EXECUTION","AO_9B2E3B_PROJECT_USER_CONTEXT","AO_9B2E3B_WHEN_HAND_CONF_DATA","AO_9B2E3B_WHEN_HANDLER_CONFIG","AO_9B2E3B_IF_THEN","AO_9B2E3B_THEN_ACTION_CONFIG","AO_9B2E3B_EXEC_RULE_MSG_ITEM","AO_9B2E3B_IF_COND_CONF_DATA","AO_9B2E3B_RSETREV_USER_CONTEXT","AO_9B2E3B_THEN_ACT_EXECUTION","AO_9B2E3B_IF_EXECUTION","AO_C7F17E_LINGO","AO_C7F17E_PROJECT_LANGUAGE","AO_C7F17E_LINGO_REVISION","AO_C7F17E_LINGO_TRANSLATION","AO_C7F17E_PROJECT_LANG_CONFIG","AO_C7F17E_PROJECT_LANG_REV";

  • Queries to delete Service Desk upgrade history:

    delete from propertytext where id in (select id from propertyentry where entity_name like 'com.atlassian.servicedesk%' and propertytype='6');

    delete from propertyentry where entity_name like 'com.atlassian.servicedesk%' and propertytype='6';

  • Query to clear the pluginstate table:

    DELETE FROM pluginstate where pluginkey like 'com.atlassian.jira%';

• Restart JIRA
• Re-install Service Desk 3.10.2 from JIRA Admin > Applications > Versions & Licenses
• Add your license to Service Desk.
• Try to create a Service Desk project
• At this point, you should be able to create a project successfully!
• If you run into any issue with the Service Desk project, please send me a support zip from this test instance

Keep in mind that the 2nd workaround mentioned in this comment is risky due to the database manipulation step, but it is more efficient than the 1st workaround.

Looking forward to hearing from you!

[Thomas Günter]

Hello Henrique,

thank you for your reply! :-)
I was able to "clean" the data the way described in Workaround 1. I marked your answer as accepted.

[Maurice Forster]

Hey!

This worked for us too. Thanks for the advice!

Best regards,

maurice

[Ardesheer Mohebi]

Hi I have done this for service desk 4.18.2, well I uninstalled the application (service management) deleted tables, and then reinstalled the application (service management).

There was no error but it didn't created Service Management tables, and so it does not work. Any suggestion?