Canned Responses Are No Longer Available
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
In Jira Service Management version 4.0.0, users cannot find canned responses, and the below error is thrown in the user interface:
We can't add canned response data to the search index right now. You could try again or contact your administrator |
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Expected behavior
Users may find, select and edit canned responses.
Cause
Service Management does not properly close a Lucene search index.
This has been identified and fixed in JSDSERVER-6470 - Getting issue details... STATUS
Diagnosis steps
The log files may contain errors similar to those shown below:
2019-05-13 12:49:33,047 http-nio-8080-exec-519 WARN 769x169315x1 /rest/servicedesk/canned-responses/1/search/PROJECT [cannedresponses.internal.index.CannedResponseIndexManagerImpl] There was an error while searching for Canned Response : CannedResponseSear
chParams{query=Optional.empty, userKey=Optional.empty, date=Optional.empty, cannedResponseSearchSubstitutionParams=Optional[CannedResponseSearchSubstitutionParams{issue=EXT-2111}], includeDisabled=false, serviceDesk=ServiceDeskImpl{serviceDeskId=3, projectId=10700, projectName=IRT Support, accessConfig=AccessConfig{p
ublicSignUp=false, openAccess=false}, createdByUserKey=some(hont), createdDate=some(2018-10-23 07:48:04.688), createdWithEmptyProject=some(true), createdAtVersion=some(3.15.3-REL-0003), legacyCommentTransitionDisabled=true}, limitedPagedRequest=LimitedPagedRequestImpl{start=0, limit=5, maxLimit=500}}
com.atlassian.servicedesk.plugins.cannedresponses.internal.lucene.search.CannedResponseSearcherImpl$CannedResponseSearchException: Error while performing Canned Response search
at com.atlassian.servicedesk.plugins.cannedresponses.internal.lucene.search.CannedResponseSearcherImpl.lambda$search$2(CannedResponseSearcherImpl.java:63)
...
2019-05-13 12:49:33,056 http-nio-8080-exec-544 WARN 769x169316x1 /rest/servicedesk/canned-responses/1/search/PROJECT [internal.lucene.search.CannedResponseManagedIndexSearcherFactory] Unexpected exception during execution of canned response index searcher
com.atlassian.jira.util.RuntimeIOException: org.apache.lucene.store.LockObtainFailedException: Lock held by this virtual machine: /var/atlassian/jira/caches/indexesV1/plugins/servicedeskcannedresponses/write.lock
at com.atlassian.jira.index.WriterWrapper$1.get(WriterWrapper.java:66)
... |
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Resolution
This problem is fixed in the following Jira Service Management versions: 4.0.4, 4.1.3, 4.3.2, and 4.4.0 and greater.
The following workaround is available for customers using other versions of Jira Service Management:
- Stop Jira.
- Delete the file <Jira_HOME>/caches/indexesV1/plugins/servicedeskcannedresponses/write.lock.
- Start Jira. Upon startup, the canned response index should be rebuilt.
If the problem persists, please reach out to Atlassian Support via https://support.atlassian.com/.