Summary

Cannot create or open a specific Issue Type using the Service Desk Portal, it spins and does not load. Other issue types are working properly.

Symptom

• It is possible to create a ticket from Jira, but not using the Customer Portal
• When trying to open a just-created ticket, it fails saying that the user doesn't have permission

• Preview of previous tickets created times out

Cause

One of the Custom Fields used by this Issue Type does not have a Global Context created, it was specific for other projects.

Diagnosis

1) Reproduce the issue and observe log files:

The request is failing due to the Default Value provider defined for a field used by this Issue Type:

2021-04-01 19:59:40,963+0000 http-nio-8080-exec-114 url:/servicedesk/cu...portal/2/create/26 username:xxxxx url:/rest/servicede...portal/2/create/26 username:xxxxx ERROR xxxxx 1199x158246x2 nvg69b 10.0.173.192,10.0.61.131 /servicedesk/customer/portal/2/create/26 [o.a.c.c.C.[.[localhost].[/].[default]] Servlet.service() for servlet [default] threw exception java.lang.NullPointerException 
at com.atlassian.jira.issue.customfields.impl.AbstractMultiCFType.getDefaultValue(AbstractMultiCFType.java:88) 
at com.atlassian.servicedesk.internal.fields.defaultvalues.list.MultiUserCFDefaultValueProvider.getMultiUserDefaultValues(MultiUserCFDefaultValueProvider.java:42) 
at com.atlassian.servicedesk.internal.fields.defaultvalues.list.MultiUserCFDefaultValueProvider.lambda$getDefaultValueIfValid$1(MultiUserCFDefaultValueProvider.java:32)
[...]

2) Identify which are the Visible Fields used by the Service Management;

3) Edit each field and check if:

• The description is using any customization;
• The Default Value defined at the Custom Field > Configuration;
• The context used, if it is using Global Context or if it had Project Context as per Custom fields with global contexts.

Resolution

• Make sure all custom fields have a Global Context or context specific to the project