Error with Request Participants

[Utku Kamacı]

Hello, We are creating issues via received email from customers.  We are facing errors with Jira Service Desk Instance that causes when reporter adds 8 and more request participants, those issues do not work properly. Actually jira creates this email as issue however when it comes to issue it does not have any kind of transition operation. Issue looks like did not added to workflow or did not enter the workflow's create transition(however its status same as initial status of the workflow)...

If we do receive request participants 7 and lower Jira creates issues without a problem.

Integrity Checker results:

ERROR: "Issue" The workflow entry with id "some id" has an incorrect state. (JIRA-4241)

How can we solve this?

Thanks.

[Andy Heinzer]

I would first try to see if the integrity checker can resolve this issue.   There should be a Fix button near the bottom of that page after a check is complete.   If this is a one time event, this should be the best way to resolve this.

However if you find this problem is still repeatable after trying this fix, then I would want to look directly at the $JIRAHOME/log/atlassian-jira.log file at the time this issue is created.   I suspect that there is something else happening here, like a SQL error, where one or more values are not correctly being updated/created in the Jira database at the time this issue is created.

The bug ticket you are refering to is actually https://jira.atlassian.com/browse/JRASERVER-4241  But I don't think you are seeing the same source cause in this version of Jira.  Instead it is more likely there is a different cause that is generating the same kind of inconsistency see in that original bug report.   From searching the related issues, I came across another report: https://jira.atlassian.com/browse/JRASERVER-42548

In that case, it appears that a custom field type was exceeding the field size limit imposed by the underlying database which was mysql in that case.   You might not be using this type of custom field, but I think the same kind of error could happen for other fields in Jira especially in relation to the different database types that could be used with Jira (Oracle, MySQL, Postgresql, or Microsoft's SQL server).

However if this is happening on a predictable set of steps, the logs in Jira should give us more clues.   It might not be a SQL error, but I'm highly suspect of seeing one or more of these in your log when creating issues like this.

Also what version of Jira and Jira Service Desk is this?