Issue Does Not Exist

[Mark Cogan]

We use Jira Service Desk to allow our users to open tickets with our office.  Lately we've had a few tickets become inaccessible in our system.  When trying to open the ticket we get the following message:

"The issue you are trying to view does not exist. Perhaps it has been deleted?"

Tickets created before and after seem to be functioning correctly.  What could be causing this and is there any way to fix these issues?  

[Kalyan Kumar Das]

@Alex Christensen:

@Alex Christensen: Thanks for sharing the answer on clarification.

I am facing the issue in scriptrunner and i am searching for 2 days. Please suggest us.

The two point is provided below which i need to fix:

1. I am unable to restrict for update the value of an issue at the time of issue update event. I had created a script on script listener.

2. Instead of hard coded value for key, i want to use dynamic code on script-runner. Means if the ticket is sub-task issue and project will be the same then the below script will execute.

The requirement is duedate value for Task IssueType should be greater than the Duedate value for n number of subtask IssueType :

import com.atlassian.jira.issue.MutableIssue
import com.atlassian.jira.issue.Issue
import groovy.transform.BaseScript
import com.onresolve.scriptrunner.runner.customisers.ContextBaseScript
import com.onresolve.scriptrunner.runner.util.UserMessageUtil
import com.opensymphony.workflow.InvalidInputException

//

@BaseScript ContextBaseScript script

Issue issue = getIssueOrDefault("TEST-258") // Hard coded issue-key defined

if(issue.parentObject.dueDate.compareTo(issue.getDueDate()) >= 0)
{
UserMessageUtil.success("Due Date Success"+issue.dueDate)
log.debug(issue.getDueDate())
}
else
{
UserMessageUtil.success('Please enter the Subtask duedate that is less than Parent-Task Due-Date ')
//throw new InvalidInputException("Input not valid")
}

The problem is that when the condition fails then the date will be update first and next the pop up alert is raised which i mentioned in the code but I am unable to restrict the due date update. Also recommend us for second point on run-time environment(on production).

[Alex Christensen]

Are you having problems opening the request in the portal/customer view, or the agent view? The URLs for these usually look something like this:

• Portal - https://jira.yourdomain.com/servicedesk/portal/1/TEST-123
• Agent:
  • https://jira.yourdomain.com/browse/TEST-123
  • https://jira.yourdomain.com/projects/TEST/issue/TEST-123

If you can open the agent view, but not the customer view, then this is likely an issue with the "Customer Request Type" not getting set. This can happen when you create a Jira Service Desk ticket from the Create screen instead of via the customer portal, or if someone moves a ticket from one project into another. To avoid this, you can create some automation rules in the Service Desk project to automatically set the Customer Request Type field if it's empty, or create a filter to monitor for tickets where Customer Request Type is EMPTY.

Or, as Jan-Peter mentioned, it's entirely possible someone just deleted the tickets, meaning that they'd be gone forever. :(

[Mark Cogan]

Customers do not get a view to the ticket.  We only have agent view, and that is where we cannot see the ticket.  Only administrators should be able to delete the ticket, and these are still open issues we are working.

[Alex Christensen]

When I say "customer," I'm not referring to external customers, I'm referring to the audience of the Service Desk project. Atlassian uses the term "customer" to refer to anyone who might open a request in a Service Desk portal, which is why I used the same.

Can you attach a screenshot of the error you see? Is it possible the ticket was moved into a different project that doesn't have the same permissions as the original project? Do you have issue security enabled, and if so, could there be a security level applied to that ticket preventing users from seeing it?

[Mark Cogan]

There is no customer portal access, period.  Once the ticket is opened, the "customer" does not have access to make any changes within Jira.    This is a brand new problem that started in the past week.  Other tickets opened during this time work without issue.  

[JP _AC Bielefeld Leader_]

Hi,

what happens when a Jira System Admin searches for the issue key using the top right search? Could you paste the link / URL that leads to the error message?

[Mark Cogan]

Directly searching shows the issue in a populated drop-down list.  Selecting it just gives a blank page and a spinning icon in the tab that is "thinking" about it.  There is nothing to show.

[Alex Christensen]

@Mark Cogan if you haven't tried yet, have you just tried reindexing Jira or that project to see if that resolves the problem? 

If you've tried that and this is still the issue, I would open a support case with Atlassian on this one. That's an odd error that I've never seen before, and could be related to any number of things (index, database, or something else entirely).

[Mark Cogan]

That was one of the things I tried early on with an open support ticket.  Even did it by locking the project so no one was trying to make changes while the re-index took place.  

Odd thing now is that it seems to be working fine, and even previously locked issues can be accessed without problem.  I am beginning to suspect there WAS a problem with something outside of JIRA and people were just refusing to look at it.  Wouldn't be the first time here.

[Kalyan Kumar Das]

@Alex Christensen :
Hi Alex,
I had tried with other way because there are two channel i.e. Customer and Agent.

TWO CONDITION I HAD FOUND:
1. the customer raised the ticket in other project then by default channel is set to portal.
2. the agent raised the ticket in other project then by default channel is set to JIRA.

Request Type value and custom field name on single list value are same and both are set. It is already defined in Request types tab in the project.

I had created a custom rule in which i mentioned that if channel-type=JIRA and customfieldname='XYZ' then request-type='XYZ'

But the issue is that i am unable to set the channel i.e. portal when the ticket is created.

When an agent(different project) created the ticket in other project then the channel is showing JIRA but the remaining field like request-type and customer status is showing correct value as per the workflow defined.

The screenshot are provided in the attached file.

Is there any way where i can set the portal channel by using scriptrunner/custom rule.Kindly suggest

[Alex Christensen]

@Kalyan Kumar Das I'm not sure I fully understand your problem, but I can definitely speak to the use of the Channel field. Basically, this field displays where the user created the ticket. Values in this field can be:

• Portal - if the ticket was created in the Jira Service Desk customer portal, this is the value that will display in the Channel field.
• Jira - if the ticket was created in the Jira Create screen in the Jira UI, this is the value that will display in the Channel field.
  • This may also happen if a user creates a ticket in a project directly in the Jira UI in a non-JSD project and the ticket is moved into a JSD project. This sounds like what's happening in your use case from what I can gather from your description.
  • NOTE: customers most shouldn't be able to create tickets like this in a Jira Service Desk project. Customer users should only be able to access the Jira UI through the customer portal. Only Service Desk agents can create new tickets directly in the Jira Create screen in a JSD project.
• Email - if you have email requests configured and linked some email inbox to the JSD project and someone emails your Service Desk, the Channel will read as "Email"

I'm not sure I understand why you would want to change the Channel, and I'm also fairly confident the Channel field is not editable (even using a tool like ScriptRunner).

[Kalyan Kumar Das]

@Alex Christensen: Sorry for the late response and thanks for sharing the  answer. 

Please help me on this. I am stuck for 2 day and also new in script-runner.

The point is

1. I am unable to restrict for update the value of an issue at the time of issue update event. I had created a script on script listener.   

2. Instead of hard coded value for key, i want to use dynamic code on script-runner. Means if the ticket is sub-task issue and project will be the same then the below script will execute. 

Here the script is provided below and the requirement is duedate value for Task IssueType should be greater than the Duedate value for n number of subtask IssueType : 

import com.atlassian.jira.issue.MutableIssue
import com.atlassian.jira.issue.Issue
import groovy.transform.BaseScript
import com.onresolve.scriptrunner.runner.customisers.ContextBaseScript
import com.onresolve.scriptrunner.runner.util.UserMessageUtil
import com.opensymphony.workflow.InvalidInputException

//

@BaseScript ContextBaseScript script

Issue issue = getIssueOrDefault("TEST-258") // Hard coded issue-key defined

if(issue.parentObject.dueDate.compareTo(issue.getDueDate()) >= 0)
{
UserMessageUtil.success("Due Date Success"+issue.dueDate)
log.debug(issue.getDueDate())
}
else
{
UserMessageUtil.success('Please enter the Subtask duedate that is less than Parent-Task Due-Date ')
//throw new InvalidInputException("Input not valid")
}

The problem is that  when the condition fails then the date will be update first and next the pop up alert is raised. I am unable to restrict the due date update. Also recommend us for second point.

[JP _AC Bielefeld Leader_]

Hm, maybe someone deleted the ticket?