Issues with Jira Service Management Customer Portal Not Loading
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
This article addresses a specific issue where the Jira Service Management customer portal fails to load or the portal page becomes inaccessible. This can prevent users from selecting a project to raise a ticket or from accessing previously created requests.
Environment
Jira Service Management (Data Center) on any version from 4.0.0.
Diagnosis
When the customer portal fails to load, the logs might show an error related to the failure in processing a request to /rest/servicedesk/1/customer/models. The specific error message may indicate an issue with handling JSON data or issue type mappings.
Example log entry:
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java.lang.NullPointerException: Cannot invoke
"com.atlassian.jira.issue.issuetype.IssueType.getSequence()"
because "issueType1" is nullAdditionally, the problem may manifest when issues in a specific project are assigned to users, affecting their portal access.
Cause
This issue may be caused by missing or incorrect issue type mappings in the database. Specifically, the issue type mappings referenced in the issuetypescreenschemeentity table might be missing corresponding entries in the issuetype table.
Solution
Always back up your data before making any database modifications. If possible, test any alter, insert, update, or delete SQL commands on a staging server first.
To resolve the issue, follow these steps:
1. Diagnosis:
Run the following SQL query to check for invalid issue type mappings:
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select * from issuetypescreenschemeentity where issuetype not in (select id from issuetype);If this query returns results, it indicates that there are issue types referenced in the issuetypescreenschemeentity table that don't exist in the issuetype table.
2. Resolution:
To remove the invalid mappings, execute the following SQL query:
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delete from issuetypescreenschemeentity where issuetype not in (select id from issuetype);(i) Important: Always back up your database before performing any modifications. It is recommended to test these changes in a staging environment first.
3. Verification
Restart Jira and verify if the portal is loading correctly and if users can access their previously created requests.
References
For a related issue involving issue type mappings, refer to our existing KB article: Jira throws 'There are no issue type mappings for this scheme. This should never occur as the default entry should always exist!' message
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