Customer notifications not sent by Jira Service Management

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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.

    

Summary

Customer notifications are not being sent by Jira Service Management.

Can also prevent Customer Notifications page from rendering properly.

Environment

Jira using Jira Service Management Translation pack

Diagnosis

Logs show error like the following

2020-10-10 18:40:17,075+0200 PsmqAsyncExecutors-job:thread-1102 ERROR admin     [c.a.jira.util.I18nHelper] Error rendering '${event.user.name} comentó:
    
    ${comment}': can't parse argument number: event.user.name
java.lang.IllegalArgumentException: can't parse argument number: event.user.name
	at java.text.MessageFormat.makeFormat(MessageFormat.java:1429)
	at java.text.MessageFormat.applyPattern(MessageFormat.java:479)
	at java.text.MessageFormat.<init>(MessageFormat.java:380)
	at com.atlassian.jira.i18n.BackingI18n.formatI18nMsg(BackingI18n.java:246)
	at com.atlassian.jira.i18n.BackingI18n.getText(BackingI18n.java:149)
	at com.atlassian.servicedesk.plugins.lingo.internal.manager.LingoManagerImpl.getI18nTranslation(LingoManagerImpl.java:373)
	at com.atlassian.servicedesk.plugins.lingo.internal.manager.LingoManagerImpl.lambda$null$17(LingoManagerImpl.java:214)
	at com.atlassian.servicedesk.plugins.lingo.internal.manager.LingoManagerImpl.lambda$createLingoTranslationFromDefaultProvider$25(LingoManagerImpl.java:259)
	at com.atlassian.servicedesk.plugins.lingo.internal.response.LingoTranslationImpl.getContent(LingoTranslationImpl.java:63)
	...
Caused by: java.lang.NumberFormatException: For input string: "event.user.name"
	at java.lang.NumberFormatException.forInputString(NumberFormatException.java:65)
	at java.lang.Integer.parseInt(Integer.java:580)
	at java.lang.Integer.parseInt(Integer.java:615)
	at java.text.MessageFormat.makeFormat(MessageFormat.java:1427)
	... 90 more

Cause

There is a bug in some translation packages for Jira Service Management that cause this problem.

On the example above, the problem was in the Spanish language pack, but there have been reports of other languages causing the same problems.

Best way to find the language is to read the message in the logs and deduce the language from it. 

Solution

Download Latest language pack .jar for the desired language for Jira Service Management in the link below

Upload the .jar file at the Manage Apps page in Jira's UI through the Upload App button.


Last modified on Nov 23, 2020

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