Service Desk stuck on create

[Marc Jason Mutuc]

We have some mandatory fields on our Service Desk.

When these mandatory fields are not populated, an expected error will be thrown.

After providing the required data on the mandatory fields and proceeding on the creation, the screen gets stuck with the loading icon.

I checked and is not sure how this can be solved... Any tips?

[Andy Heinzer · Accepted solution]

Like the others here, I'd want to see what happens in the $JIRAHOME/log/atlassian-jira.log file when you recreate this problem.   It seems clear that something is getting stuck here.  I suspect there is a problem with the way the page is rendering, or that the page is unable to recover from a first attempt to submit.

In addition to looking at that log file, it would probably also help us to gather a HAR file from your browser session in order to understand what error messages might be logged there as well.

[Marc Jason Mutuc]

root@jira2:/var/atlassian/application-data/jira/log# grep marcjason.mutuc@gmail.com atlassian-jira.log
2018-06-13 07:13:37,376 http-nio-8080-exec-5 ERROR marcjason.mutuc@gmail.com 433x22487453x5 7kp71w 122.55.53.50,10.44.10.38,127.0.0.1 /servicedesk/customer/portal/1/create/120 [c.t.j.p.e.customfield.comment.b] java.lang.NullPointerException2018-06-13 07:13:37,638 http-nio-8080-exec-5 ERROR marcjason.mutuc@gmail.com 433x22487453x5 7kp71w 122.55.53.50,10.44.10.38,127.0.0.1 /servicedesk/customer/portal/1/create/120 [c.t.j.p.e.customfield.comment.b] java.lang.NullPointerException2018-06-13 07:13:37,949 http-nio-8080-exec-5 ERROR marcjason.mutuc@gmail.com 433x22487453x5 7kp71w 122.55.53.50,10.44.10.38,127.0.0.1 /servicedesk/customer/portal/1/create/120 [c.t.j.p.e.customfield.comment.b] java.lang.NullPointerException2018-06-13 07:13:38,184 http-nio-8080-exec-5 ERROR marcjason.mutuc@gmail.com 433x22487453x5 7kp71w 122.55.53.50,10.44.10.38,127.0.0.1 /servicedesk/customer/portal/1/create/120 [c.t.j.p.e.customfield.comment.b] java.lang.NullPointerException2018-06-13 07:13:38,403 http-nio-8080-exec-5 ERROR marcjason.mutuc@gmail.com 433x22487453x5 7kp71w 122.55.53.50,10.44.10.38,127.0.0.1 /servicedesk/customer/portal/1/create/120 [c.t.j.p.e.customfield.comment.b] java.lang.NullPointerException2018-06-13 07:13:38,628 http-nio-8080-exec-5 ERROR marcjason.mutuc@gmail.com 433x22487453x5 7kp71w 122.55.53.50,10.44.10.38,127.0.0.1 /servicedesk/customer/portal/1/create/120 [c.t.j.p.e.customfield.comment.b] java.lang.NullPointerException2018-06-13 07:13:38,855 http-nio-8080-exec-5 ERROR marcjason.mutuc@gmail.com 433x22487453x5 7kp71w 122.55.53.50,10.44.10.38,127.0.0.1 /servicedesk/customer/portal/1/create/120 [c.t.j.p.e.customfield.comment.b] java.lang.NullPointerException2018-06-13 07:13:39,106 http-nio-8080-exec-5 ERROR marcjason.mutuc@gmail.com 433x22487453x5 7kp71w 122.55.53.50,10.44.10.38,127.0.0.1 /servicedesk/customer/portal/1/create/120 [c.t.j.p.e.customfield.comment.b] java.lang.NullPointerException2018-06-13 07:13:39,442 http-nio-8080-exec-5 ERROR marcjason.mutuc@gmail.com 433x22487453x5 7kp71w 122.55.53.50,10.44.10.38,127.0.0.1 /servicedesk/customer/portal/1/create/120 [c.t.j.p.e.customfield.comment.b] java.lang.NullPointerException2018-06-13 07:13:39,714 http-nio-8080-exec-5 ERROR marcjason.mutuc@gmail.com 433x22487453x5 7kp71w 122.55.53.50,10.44.10.38,127.0.0.1 /servicedesk/customer/portal/1/create/120 [c.t.j.p.e.customfield.comment.b] java.lang.NullPointerException2018-06-13 07:13:39,961 http-nio-8080-exec-5 ERROR marcjason.mutuc@gmail.com 433x22487453x5 7kp71w 122.55.53.50,10.44.10.38,127.0.0.1 /servicedesk/customer/portal/1/create/120 [c.t.j.p.e.customfield.comment.b] java.lang.NullPointerException2018-06-13 07:13:40,230 http-nio-8080-exec-5 ERROR marcjason.mutuc@gmail.com 433x22487453x5 7kp71w 122.55.53.50,10.44.10.38,127.0.0.1 /servicedesk/customer/portal/1/create/120 [c.t.j.p.e.customfield.comment.b] java.lang.NullPointerException2018-06-13 07:13:40,374 http-nio-8080-exec-5 INFO marcjason.mutuc@gmail.com 433x22487453x5 7kp71w 122.55.53.50,10.44.10.38,127.0.0.1 /servicedesk/customer/portal/1/create/120 [c.a.j.p.h.s.task.impl.SendNotificationTask] Found 1 messages to send to HipChat

I'm not really good in Linux.

[Marc Jason Mutuc]

I used my mobile phone to reproduce the error. Not sure how to get the HAR file.

[Marc Jason Mutuc]

root@jira2:/var/atlassian/application-data/jira/log# grep marcjason.mutuc@gmail.com atlassian-jira.log
2018-06-13 07:13:37,376 http-nio-8080-exec-5 ERROR marcjason.mutuc@gmail.com 433x22487453x5 7kp71w 122.55.53.50,10.44.10.38,127.0.0.1 /servicedesk/customer/portal/1/create/120 [c.t.j.p.e.customfield.comment.b] java.lang.NullPointerException2018-06-13 07:13:37,638 http-nio-8080-exec-5 ERROR marcjason.mutuc@gmail.com 433x22487453x5 7kp71w 122.55.53.50,10.44.10.38,127.0.0.1 /servicedesk/customer/portal/1/create/120 [c.t.j.p.e.customfield.comment.b] java.lang.NullPointerException2018-06-13 07:13:37,949 http-nio-8080-exec-5 ERROR marcjason.mutuc@gmail.com 433x22487453x5 7kp71w 122.55.53.50,10.44.10.38,127.0.0.1 /servicedesk/customer/portal/1/create/120 [c.t.j.p.e.customfield.comment.b] java.lang.NullPointerException2018-06-13 07:13:38,184 http-nio-8080-exec-5 ERROR marcjason.mutuc@gmail.com 433x22487453x5 7kp71w 122.55.53.50,10.44.10.38,127.0.0.1 /servicedesk/customer/portal/1/create/120 [c.t.j.p.e.customfield.comment.b] java.lang.NullPointerException2018-06-13 07:13:38,403 http-nio-8080-exec-5 ERROR marcjason.mutuc@gmail.com 433x22487453x5 7kp71w 122.55.53.50,10.44.10.38,127.0.0.1 /servicedesk/customer/portal/1/create/120 [c.t.j.p.e.customfield.comment.b] java.lang.NullPointerException2018-06-13 07:13:38,628 http-nio-8080-exec-5 ERROR marcjason.mutuc@gmail.com 433x22487453x5 7kp71w 122.55.53.50,10.44.10.38,127.0.0.1 /servicedesk/customer/portal/1/create/120 [c.t.j.p.e.customfield.comment.b] java.lang.NullPointerException2018-06-13 07:13:38,855 http-nio-8080-exec-5 ERROR marcjason.mutuc@gmail.com 433x22487453x5 7kp71w 122.55.53.50,10.44.10.38,127.0.0.1 /servicedesk/customer/portal/1/create/120 [c.t.j.p.e.customfield.comment.b] java.lang.NullPointerException2018-06-13 07:13:39,106 http-nio-8080-exec-5 ERROR marcjason.mutuc@gmail.com 433x22487453x5 7kp71w 122.55.53.50,10.44.10.38,127.0.0.1 /servicedesk/customer/portal/1/create/120 [c.t.j.p.e.customfield.comment.b] java.lang.NullPointerException2018-06-13 07:13:39,442 http-nio-8080-exec-5 ERROR marcjason.mutuc@gmail.com 433x22487453x5 7kp71w 122.55.53.50,10.44.10.38,127.0.0.1 /servicedesk/customer/portal/1/create/120 [c.t.j.p.e.customfield.comment.b] java.lang.NullPointerException2018-06-13 07:13:39,714 http-nio-8080-exec-5 ERROR marcjason.mutuc@gmail.com 433x22487453x5 7kp71w 122.55.53.50,10.44.10.38,127.0.0.1 /servicedesk/customer/portal/1/create/120 [c.t.j.p.e.customfield.comment.b] java.lang.NullPointerException2018-06-13 07:13:39,961 http-nio-8080-exec-5 ERROR marcjason.mutuc@gmail.com 433x22487453x5 7kp71w 122.55.53.50,10.44.10.38,127.0.0.1 /servicedesk/customer/portal/1/create/120 [c.t.j.p.e.customfield.comment.b] java.lang.NullPointerException2018-06-13 07:13:40,230 http-nio-8080-exec-5 ERROR marcjason.mutuc@gmail.com 433x22487453x5 7kp71w 122.55.53.50,10.44.10.38,127.0.0.1 /servicedesk/customer/portal/1/create/120 [c.t.j.p.e.customfield.comment.b] java.lang.NullPointerException2018-06-13 07:13:40,374 http-nio-8080-exec-5 INFO marcjason.mutuc@gmail.com 433x22487453x5 7kp71w 122.55.53.50,10.44.10.38,127.0.0.1 /servicedesk/customer/portal/1/create/120 [c.a.j.p.h.s.task.impl.SendNotificationTask] Found 1 messages to send to HipChat
root@jira2:/var/atlassian/application-data/jira/log# scp -v marmut@jira.services.kambi.com:/home/marmut/atlassian-jira.log.zip /home/marmut/
Executing: program /usr/bin/ssh host jira.services.kambi.com, user marmut, command scp -v -f /home/marmut/atlassian-jira.log.zip

[Marc Jason Mutuc]

Where can I send the logs?

[Andy Heinzer]

@Marc Jason Mutuc I created a support request for this issue in https://getsupport.atlassian.com/servicedesk/customer/portal/3/SDS-33609

I have requested a support zip to be uploaded there.   With that information we should be better able to help here.

[Marc Jason Mutuc]

@Andy Heinzer, I can no longer access the support ticket. Can you grant me access?

[David STOCKY]

logs should be the first thing to check.

Have a look on script like post function on workflow or listeners like "issue created"

[Marc Jason Mutuc]

No script on post function. It's done vie Service Desk.

Request Types > Edit Field > Required > Yes

[Ricardo Caeiro]

As I can see, you added some custom fields to your Service Desk. Have you also done a project re-index after creation of those fields?

Optional, you can also look into your field configuration to see what fields you are using, what happens when you change the fields to an Alphanumeric field? 

[Marc Jason Mutuc]

It's Mandatory on Service Desk.

Request Types > Edit Field > Required > Yes

[Mark Markov]

Hello @Marc Jason Mutuc

Can you provide /jira/home/log/atlassian-jira.log

How you configure mandatory fields? Field configuration? Validator? Scriptrunner behaviour?

[Marc Jason Mutuc]

We did it via the Request Types of Service Desk

Request Types > Edit Fields > Required > Yes