After upgrading Service Management, seeing error "Customer notifications missing"

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Platform notice: Server and Data Center only. This article only applies to Atlassian products on the Server and Data Center platforms.

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

 

 

Problem

After performing an upgrade to Jira Service Management, seeing this error in UI:

Attempting to restore email rules doesn't work and causes the following to appear in atlassian-jira.log

2017-03-02 16:43:54,042 http-nio-8880-exec-4 ERROR xxxxxx 1003x1370x1 xxxxxx x.x.x.x,x.x.x.x /rest/servicedesk/notifications/1/misconfiguration/EXAMPLE/fix [c.a.p.r.c.error.jersey.ThrowableExceptionMapper] Uncaught exception thrown by REST service: Failed to insert rule component configuration data
com.atlassian.servicedesk.plugins.automation.internal.configuration.ruleset.dao.RuleSetDaoException: Failed to insert rule component configuration data
	at com.atlassian.servicedesk.plugins.automation.internal.configuration.common.dao.QueryDslDaoHelper.executeWithExceptionMessage(QueryDslDaoHelper.java:55)
	at com.atlassian.servicedesk.plugins.automation.internal.configuration.common.dao.QueryDslDaoHelper.executeExpectingNRowUpdates(QueryDslDaoHelper.java:65)
	at com.atlassian.servicedesk.plugins.automation.internal.configuration.ruleset.dao.querydsl.ConfigDataDao.create(ConfigDataDao.java:35)
	at com.atlassian.servicedesk.plugins.automation.internal.configuration.ruleset.dao.querydsl.ThenActionConfigDao.create(ThenActionConfigDao.java:53)
	at com.atlassian.servicedesk.plugins.automation.internal.configuration.ruleset.dao.querydsl.IfThenDao.insertThenActionConfigs(IfThenDao.java:93)
	at com.atlassian.servicedesk.plugins.automation.internal.configuration.ruleset.dao.querydsl.IfThenDao.create(IfThenDao.java:57)
	at com.atlassian.servicedesk.plugins.automation.internal.configuration.ruleset.dao.querydsl.RuleDao.insertIfThens(RuleDao.java:89)
	at com.atlassian.servicedesk.plugins.automation.internal.configuration.ruleset.dao.querydsl.RuleDao.create(RuleDao.java:58)
	at com.atlassian.servicedesk.plugins.automation.internal.configuration.ruleset.dao.querydsl.RuleSetRevisionDao.insertRules(RuleSetRevisionDao.java:126)
	at com.atlassian.servicedesk.plugins.automation.internal.configuration.ruleset.dao.querydsl.RuleSetRevisionDao.create(RuleSetRevisionDao.java:76)
	at com.atlassian.servicedesk.plugins.automation.internal.configuration.ruleset.dao.querydsl.RuleSetDaoImpl.insertRuleSetRevisionAndUpdateActiveRevisionId(RuleSetDaoImpl.java:139)
	at com.atlassian.servicedesk.plugins.automation.internal.configuration.ruleset.dao.querydsl.RuleSetDaoImpl.lambda$create$0(RuleSetDaoImpl.java:84)
	at com.atlassian.pocketknife.internal.querydsl.DatabaseAccessorImpl.lambda$execute$0(DatabaseAccessorImpl.java:68)
	at com.atlassian.sal.core.rdbms.DefaultTransactionalExecutor.executeInternal(DefaultTransactionalExecutor.java:91)
	at com.atlassian.sal.core.rdbms.DefaultTransactionalExecutor$1.execute(DefaultTransactionalExecutor.java:45)
	at com.atlassian.sal.jira.rdbms.JiraHostConnectionAccessor.lambda$borrowConnectionAndExecute$0(JiraHostConnectionAccessor.java:62)
	at com.atlassian.jira.database.DatabaseAccessorImpl.executeQuery(DatabaseAccessorImpl.java:67)
	... 2 filtered
	at java.lang.reflect.Method.invoke(Method.java:498)
	at com.atlassian.plugin.util.ContextClassLoaderSettingInvocationHandler.invoke(ContextClassLoaderSettingInvocationHandler.java:26)
	at com.sun.proxy.$Proxy146.executeQuery(Unknown Source)
	... 2 filtered
	at java.lang.reflect.Method.invoke(Method.java:498)
	at com.atlassian.plugin.osgi.bridge.external.HostComponentFactoryBean$DynamicServiceInvocationHandler.invoke(HostComponentFactoryBean.java:136)
	at com.sun.proxy.$Proxy146.executeQuery(Unknown Source)
	at com.atlassian.sal.jira.rdbms.JiraHostConnectionAccessor.borrowConnectionAndExecute(JiraHostConnectionAccessor.java:50)
	at com.atlassian.sal.jira.rdbms.JiraHostConnectionAccessor.execute(JiraHostConnectionAccessor.java:40)
	at com.atlassian.sal.core.rdbms.DefaultTransactionalExecutor.execute(DefaultTransactionalExecutor.java:42)
	at com.atlassian.pocketknife.internal.querydsl.DatabaseAccessorImpl.execute(DatabaseAccessorImpl.java:66)
	at com.atlassian.pocketknife.internal.querydsl.DatabaseAccessorImpl.runInTransaction(DatabaseAccessorImpl.java:42)
	at com.atlassian.servicedesk.plugins.automation.internal.configuration.ruleset.dao.querydsl.RuleSetDaoImpl.create(RuleSetDaoImpl.java:79)
	at com.atlassian.servicedesk.plugins.automation.internal.configuration.ruleset.RuleSetManagerImpl.create(RuleSetManagerImpl.java:89)
	at com.atlassian.servicedesk.plugins.automation.internal.configuration.ruleset.RuleSetServiceImpl.create(RuleSetServiceImpl.java:89)
	... 3 filtered
	at java.lang.reflect.Method.invoke(Method.java:498)
	at org.springframework.aop.support.AopUtils.invokeJoinpointUsingReflection(AopUtils.java:317)
	at org.eclipse.gemini.blueprint.service.importer.support.internal.aop.ServiceInvoker.doInvoke(ServiceInvoker.java:56)
	at org.eclipse.gemini.blueprint.service.importer.support.internal.aop.ServiceInvoker.invoke(ServiceInvoker.java:60)
	at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:179)
	at org.springframework.aop.support.DelegatingIntroductionInterceptor.doProceed(DelegatingIntroductionInterceptor.java:133)
	at org.springframework.aop.support.DelegatingIntroductionInterceptor.invoke(DelegatingIntroductionInterceptor.java:121)
	at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:179)
	at org.eclipse.gemini.blueprint.service.util.internal.aop.ServiceTCCLInterceptor.invokeUnprivileged(ServiceTCCLInterceptor.java:70)
	at org.eclipse.gemini.blueprint.service.util.internal.aop.ServiceTCCLInterceptor.invoke(ServiceTCCLInterceptor.java:53)
	at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:179)
	at org.eclipse.gemini.blueprint.service.importer.support.LocalBundleContextAdvice.invoke(LocalBundleContextAdvice.java:57)
	at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:179)
	at org.springframework.aop.support.DelegatingIntroductionInterceptor.doProceed(DelegatingIntroductionInterceptor.java:133)
	at org.springframework.aop.support.DelegatingIntroductionInterceptor.invoke(DelegatingIntroductionInterceptor.java:121)
	at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:179)
	at org.springframework.aop.framework.JdkDynamicAopProxy.invoke(JdkDynamicAopProxy.java:207)
	at com.sun.proxy.$Proxy3344.create(Unknown Source)
	at com.atlassian.servicedesk.plugins.notifications.internal.bootstrap.upgrade.task.NotificationDefaultRuleManager.lambda$createSystemRule$1(NotificationDefaultRuleManager.java:56)
	at io.atlassian.fugue.Either$RightProjection.flatMap(Either.java:870)
	at io.atlassian.fugue.Either.flatMap(Either.java:230)
	at com.atlassian.servicedesk.plugins.notifications.internal.bootstrap.upgrade.task.NotificationDefaultRuleManager.createSystemRule(NotificationDefaultRuleManager.java:56)
	at com.atlassian.servicedesk.plugins.notifications.internal.defaultrules.migration.NotificationDefaultRuleGenerator.createRulesFromDescriptorList(NotificationDefaultRuleGenerator.java:70)
	at com.atlassian.servicedesk.plugins.notifications.internal.defaultrules.migration.NotificationDefaultRuleGenerator.lambda$createMissingRules$0(NotificationDefaultRuleGenerator.java:50)
	at io.atlassian.fugue.Either$RightProjection.flatMap(Either.java:870)
	at io.atlassian.fugue.Either.flatMap(Either.java:230)
	at com.atlassian.servicedesk.plugins.notifications.internal.defaultrules.migration.NotificationDefaultRuleGenerator.createMissingRules(NotificationDefaultRuleGenerator.java:49)
	at com.atlassian.servicedesk.plugins.notifications.internal.feature.precondition.NotificationMisconfigurationService.lambda$fixMissingNotificationRules$0(NotificationMisconfigurationService.java:55)
	at io.atlassian.fugue.Either$RightProjection.flatMap(Either.java:870)
	at io.atlassian.fugue.Either.flatMap(Either.java:230)
	at com.atlassian.servicedesk.plugins.notifications.internal.feature.precondition.NotificationMisconfigurationService.fixMissingNotificationRules(NotificationMisconfigurationService.java:54)
	at com.atlassian.servicedesk.plugins.notifications.internal.rest.NotificationMisconfigurationResource.lambda$fixNotificationMisconfiguration$1(NotificationMisconfigurationResource.java:58)
	at com.atlassian.pocketknife.step.EitherStep2.lambda$null$0(EitherStep2.java:20)
	at io.atlassian.fugue.Either$RightProjection.flatMap(Either.java:870)
	at io.atlassian.fugue.Either.flatMap(Either.java:230)
	at com.atlassian.pocketknife.step.EitherStep2.lambda$then$1(EitherStep2.java:20)
	at io.atlassian.fugue.Either$RightProjection.flatMap(Either.java:870)
	at io.atlassian.fugue.Either.flatMap(Either.java:230)
	at com.atlassian.pocketknife.step.EitherStep2.then(EitherStep2.java:20)
	at com.atlassian.servicedesk.plugins.notifications.internal.rest.NotificationMisconfigurationResource.fixNotificationMisconfiguration(NotificationMisconfigurationResource.java:58)
	... 3 filtered
	at java.lang.reflect.Method.invoke(Method.java:498)
	... 18 filtered
	at com.atlassian.plugins.rest.module.RestDelegatingServletFilter$JerseyOsgiServletContainer.doFilter(RestDelegatingServletFilter.java:154)
	... 1 filtered
	at com.atlassian.plugins.rest.module.RestDelegatingServletFilter.doFilter(RestDelegatingServletFilter.java:68)
	... 32 filtered
	at com.atlassian.servicedesk.internal.web.ExternalCustomerLockoutFilter.doFilter(ExternalCustomerLockoutFilter.java:56)
	... 4 filtered
	at com.atlassian.servicedesk.internal.web.UrlOperationalStatusCheckFilter.doFilterWhenLicensed(UrlOperationalStatusCheckFilter.java:38)
	at com.atlassian.servicedesk.internal.web.OperationalStatusAwareHttpFilter.doFilter(OperationalStatusAwareHttpFilter.java:27)
	... 4 filtered
	at com.atlassian.servicedesk.internal.web.PopulateEyeballForRestFilter.doFilterWhenLicensed(PopulateEyeballForRestFilter.java:36)
	at com.atlassian.servicedesk.internal.web.OperationalStatusAwareHttpFilter.doFilter(OperationalStatusAwareHttpFilter.java:27)
	... 8 filtered
	at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21)
	... 53 filtered
	at com.atlassian.jira.security.JiraSecurityFilter.lambda$doFilter$0(JiraSecurityFilter.java:80)
	... 1 filtered
	at com.atlassian.jira.security.JiraSecurityFilter.doFilter(JiraSecurityFilter.java:78)
	... 16 filtered
	at com.atlassian.plugins.rest.module.servlet.RestSeraphFilter.doFilter(RestSeraphFilter.java:37)
	... 20 filtered
	at com.atlassian.jira.servermetrics.CorrelationIdPopulatorFilter.doFilter(CorrelationIdPopulatorFilter.java:30)
	... 5 filtered
	at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.lambda$invokeFilterChain$0(CustomerContextSettingFilter.java:181)
	at com.atlassian.servicedesk.internal.utils.context.ReentrantThreadLocalBasedCodeContext.rteInvoke(ReentrantThreadLocalBasedCodeContext.java:139)
	at com.atlassian.servicedesk.internal.utils.context.ReentrantThreadLocalBasedCodeContext.runOutOfContext(ReentrantThreadLocalBasedCodeContext.java:92)
	at com.atlassian.servicedesk.internal.utils.context.CustomerContextServiceImpl.runOutOfCustomerContext(CustomerContextServiceImpl.java:64)
	at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.outOfCustomerContext(CustomerContextSettingFilter.java:174)
	at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.doFilterImpl(CustomerContextSettingFilter.java:130)
	at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.doFilter(CustomerContextSettingFilter.java:121)
	... 4 filtered
	at com.atlassian.jwt.internal.servlet.JwtAuthFilter.doFilter(JwtAuthFilter.java:32)
	... 8 filtered
	at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21)
	... 4 filtered
	at com.atlassian.web.servlet.plugin.LocationCleanerFilter.doFilter(LocationCleanerFilter.java:36)
	... 29 filtered
	at com.atlassian.jira.servermetrics.MetricsCollectorFilter.doFilter(MetricsCollectorFilter.java:25)
	... 28 filtered
	at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1142)
	at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:617)
	at org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61)
	at java.lang.Thread.run(Thread.java:745)
Caused by: com.querydsl.core.QueryException: Caught BatchUpdateException for insert into `AO_9B2E3B_THEN_ACT_CONF_DATA` (`THEN_ACTION_CONFIG_ID`, `CONFIG_DATA_KEY`, `CONFIG_DATA_VALUE`) values (?, ?, ?)
	at com.querydsl.sql.DefaultSQLExceptionTranslator.translate(DefaultSQLExceptionTranslator.java:50)
	at com.querydsl.sql.Configuration.translate(Configuration.java:453)
	at com.querydsl.sql.dml.SQLInsertClause.execute(SQLInsertClause.java:396)
	at com.atlassian.servicedesk.plugins.automation.internal.configuration.common.dao.QueryDslDaoHelper.executeWithExceptionMessage(QueryDslDaoHelper.java:53)
	... 343 more
	... 3 filtered
	at java.lang.reflect.Constructor.newInstance(Constructor.java:423)
	at com.mysql.jdbc.Util.handleNewInstance(Util.java:404)
	at com.mysql.jdbc.Util.getInstance(Util.java:387)
	at com.mysql.jdbc.SQLError.createBatchUpdateException(SQLError.java:1154)
	at com.mysql.jdbc.PreparedStatement.executeBatchSerially(PreparedStatement.java:1773)
	at com.mysql.jdbc.PreparedStatement.executeBatchInternal(PreparedStatement.java:1257)
	at com.mysql.jdbc.StatementImpl.executeBatch(StatementImpl.java:959)
	at org.apache.commons.dbcp2.DelegatingStatement.executeBatch(DelegatingStatement.java:345)
	at org.apache.commons.dbcp2.DelegatingStatement.executeBatch(DelegatingStatement.java:345)
	at com.querydsl.sql.dml.AbstractSQLClause.executeBatch(AbstractSQLClause.java:168)
	at com.querydsl.sql.dml.AbstractSQLClause.executeBatch(AbstractSQLClause.java:178)
	at com.querydsl.sql.dml.SQLInsertClause.execute(SQLInsertClause.java:390)
	... 344 more
Caused by: java.sql.SQLException: Incorrect string value: '\xE4\xBB\x8A\xE3\x80\x81...' for column 'CONFIG_DATA_VALUE' at row 1
	at com.mysql.jdbc.SQLError.createSQLException(SQLError.java:957)
	at com.mysql.jdbc.MysqlIO.checkErrorPacket(MysqlIO.java:3878)
	at com.mysql.jdbc.MysqlIO.checkErrorPacket(MysqlIO.java:3814)
	at com.mysql.jdbc.MysqlIO.sendCommand(MysqlIO.java:2478)
	at com.mysql.jdbc.MysqlIO.sqlQueryDirect(MysqlIO.java:2625)
	at com.mysql.jdbc.PreparedStatement.executeInternal(PreparedStatement.java:1861)
	at com.mysql.jdbc.PreparedStatement.executeUpdateInternal(PreparedStatement.java:2073)
	at com.mysql.jdbc.PreparedStatement.executeBatchSerially(PreparedStatement.java:1751)
	... 351 more

Diagnosis

Environment

  • This specific error is related to using MySQL for Jira's database.

Checking Collation

  • You can use this query to verify tables collation is set correctly to utf8_bin

    SELECT DISTINCT C.collation_name, T.table_name
FROM   information_schema.tables AS T,
       information_schema.`collation_character_set_applicability` AS C
WHERE  C.collation_name = T.table_collation
       AND T.table_schema = DATABASE()
       AND C.collation_name != 'utf8_bin';

  • You can use this query to verify that database collation is set correctly to utf8_bin:
     

    SELECT default_collation_name
FROM   information_schema.schemata S
WHERE  schema_name = (SELECT DATABASE()
                      FROM   DUAL);

Cause

The problem arises from a misconfiguration of database or table collation. 

Resolution

Use the steps provided in How to Fix the Collation and Character Set of a MySQL Database manually to correct collation.

 

Last modified on Nov 23, 2020

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