POST - https://<BASE_URL>/rest/servicedesk/1/customer/models return 500 while checking the status

[Dhavval Aarya]

Hi,

I manage jira service desk but lately some of the users have started receiving POST - https://<BASE_URL>/rest/servicedesk/1/customer/models return 500 error while accessing some of the cases from the end user service desk portal. It is not happening with everybody and not on all opened requests and thus I am unsure about the root cause and what to look for. End users get rotating wheel of loading in all browsers such as Chrome, FireFox and Edge and in console window error 500 appears.

Any help would be really appreciated

I have attached 2 screenshots of the error and hope to get some help on this issue. 

[Earl McCutcheon · Accepted solution]

Hello @Dhavval Aarya ,

Thanks for reaching out, and the error you are seeing looks to be the scenario described in the following KB relating to not having fields associated to one of the request types in the project triggering the error.  Please check this out and let us know if this is the case:

• JIRA Service Desk shows 500 error on "Requests" page

Regards,
Earl

[Dhavval Aarya]

Hello @Earl McCutcheon,

Thank you for the reply but I did check this link before and this is not similar to the error I am getting. In the article, it is mentioned that "When customer navigates to Requests page in customer portal and tries to filter tickets by status a HTTP 500 error is thrown :"  but it is not the case rather, this error occurs when only a particular user click on a particular case opened by him/her.
Moreover the SQL query returned the following error:
"Error Code: 1146. Table 'confluencedb.AO_54307E_VIEWPORTFORM' doesn't exist"

Any help would be really appreciated since it is happening with multiple users now and on multiple cases.

[Earl McCutcheon]

Hi @Dhavval Aarya ,

Thanks for the reply, and looking at the DB error you noted:

"Error Code: 1146. Table 'confluencedb.AO_54307E_VIEWPORTFORM' doesn't exist"

It looks like you are running the query in the Confluence database via the "confluencedb" DBO tag in the output, but the Service Desk data would be located in your Jira database, and I just wanted to make sure your looking in the correct location.

Can you run the queries from the KB in the Jira database and let me know if the error is present?

Regards,
Earl

[Dhavval Aarya]

Hello @Earl McCutcheon ,

I am so sorry for the stupid error, i had to ask somebody to execute this query there and I did typo.

The query worked
but 0 lines returned.

Best Regards,

Dhavval

[Earl McCutcheon]

Hi @Dhavval Aarya ,

Thanks for double checking the query, it is way to easy to get systems crossed when we have so many integrations set up these days, and no worries not a stupid error at all :)

Looking at this deeper I found the following Bug that may be the culprit here, the bug has been fixed in Service Desk versions "4.4.3, 3.16.11, 4.5.3" and later so if you are on an earlier version this is most likely the case. 

The error occurs in earlier versions when there is a hyperlink to another issue is placed in a customer visible comment the a request participant does not have permission to view.  Check out this Bug and let me know if this lines up with your users behavior:

• https://jira.atlassian.com/browse/JSDSERVER-6606

I this is the case upgrading to one of the noted versions or later in each release chain or applying one of the workarounds should sort this out.  The workarounds are as follows where the noted issue keys were from the "Steps to reproduce" section of the Bug:

Workaround

2 possible workarounds:

1. Remove the URL <JIRA_BASE_URL>/browse/BASICSD-3) from the comment added to BASICSD-2
2. Add the impacted user (customer1) as a participant of the request BASICSD-3

Regards,
Earl

[Dhavval Aarya]

Hi @Earl McCutcheon ,

Thanks for the information. All the cases had links from other project. I will update my Jira SD to stable and fixed version and will update you.

Best Regards,

Dhavval

[David Yu]

The /models request can also fail in 500 on the Portal side if you have a customfield in the form which has been somehow "disassociated" with that project. For example, a customfield who's context somehow makes it unavailable to that project.