Summary

For all the Jira Service Management (JSM) projects, the following issue is observed:

• the queues show as blank even though they are not empty
  
• the page which should show the customers/organizations is blank as well
  

Note: this issue usually occurs after upgrading the Jira application.

Environment

Jira Service Management Server / Data Center 4.0.0 and any higher version.

Diagnosis

• When opening the Console tab of the Chrome Developer Tool, the following error can be seen while opening the JSM queues or customer page:

  batch.js?agile_global_admin_condition=true&baseurl-check-resources=true&healthcheck-resources=true&jag=true&jaguser=true&jira.create.linked.issue=true&locale=en-US&richediton=true:40 Uncaught (in promise) Invariant Violation: Minified React error #200; visit https://reactjs.org/docs/error-decoder.html?invariant=200 for the full message or use the non-minified dev environment for full errors and additional helpful warnings. 
      at https://linux-20537.prod.atl-cd.net/jira/s/cdc76c57bb9c6d29e6b85c0a6bc4946c-CDN/-7vzkga/820006/1dlckms/ef05e79889624ee732c5ac0db9e828fa/_/download/contextbatch/js/sd.project.sidebar.content,-_super,-jira.project.sidebar,-sd.project.view,-jira.view.issue,-com.atlassian.jira.projects.sidebar.init,-atl.general/batch.js?agile_global_admin_condition=true&baseurl-check-resources=true&healthcheck-resources=true&jag=true&jaguser=true&jira.create.linked.issue=true&locale=en-US&richediton=true:40:425
      at a (https://linux-20537.prod.atl-cd.net/jira/s/cdc76c57bb9c6d29e6b85c0a6bc4946c-CDN/-7vzkga/820006/1dlckms/ef05e79889624ee732c5ac0db9e828fa/_/download/contextbatch/js/sd.project.sidebar.content,-_super,-jira.project.sidebar,-sd.project.view,-jira.view.issue,-com.atlassian.jira.projects.sidebar.init,-atl.general/batch.js?agile_global_admin_condition=true&baseurl-check-resources=true&healthcheck-resources=true&jag=true&jaguser=true&jira.create.linked.issue=true&locale=en-US&richediton=true:40:528)
      at Object.render (https://linux-20537.prod.atl-cd.net/jira/s/cdc76c57bb9c6d29e6b85c0a6bc4946c-CDN/-7vzkga/820006/1dlckms/ef05e79889624ee732c5ac0db9e828fa/_/download/contextbatch/js/sd.project.sidebar.content,-_super,-jira.project.sidebar,-sd.project.view,-jira.view.issue,-com.atlassian.jira.projects.sidebar.init,-atl.general/batch.js?agile_global_admin_condition=true&baseurl-check-resources=true&healthcheck-resources=true&jag=true&jaguser=true&jira.create.linked.issue=true&locale=en-US&richediton=true:40:104082)
      at Module.m (https://linux-20537.prod.atl-cd.net/jira/s/49b2606dfbe286c3a9fb2783a8ba8842-CDN/-7vzkga/820006/1dlckms/df6061447534b72924feaa2c16743358/_/download/contextbatch/js/com.atlassian.servicedesk.frontend-webpack-plugin:183,-_super,-jira.view.issue,-jira.project.sidebar,-com.atlassian.jira.projects.sidebar.init,-jira.rich.editor.api,-jira.rich.editor/batch.js?jira.create.linked.issue=true&locale=en-US&richediton=true:165:77106)
      at https://linux-20537.prod.atl-cd.net/jira/s/ce4de314e089814873785f154f1ab831-CDN/-7vzkga/820006/1dlckms/ed40350fdab6adf3f4e2f3da1fca57a5/_/download/contextbatch/js/com.atlassian.servicedesk.frontend-webpack-plugin:46,-_super,-jira.view.issue,-sd.project.view,-jira.rich.editor,-sd.project.sidebar.content,-atl.general/batch.js?agile_global_admin_condition=true&baseurl-check-resources=true&healthcheck-resources=true&jag=true&jaguser=true&jira.create.linked.issue=true&locale=en-US&richediton=true:822:78534

  
  

• When going to the page ⚙ > Applications > Versions & Licenses, the following message is shown in the UI:

  JIRA Service Desk must be updated to version X.X.X to be compatible with the installed version of Jira Core

  
  

  
  

Cause

The version of the Jira Service Management (JSM) application installed in Jira is not compatible with the Jira Core version, as per the Jira applications compatibility matrix.

For example, in the screenshot showing the page ⚙ > Applications > Versions & Licenses in the Diagnosis section, JSM version 4.13.13 is installed on top of Jira Core 8.20.0. These 2 versions are not compatible, since JSM needs to be on version 4.20.0. Due to the incompatibility of both versions, some javascript needed to dynamically render JSM specific pages such as the Customers page and the Queues page fail to be executed correctly.

Solution

To fix this issue, we need to upgrade the JSM application to the compatible version. To do that, go to the page ⚙ > Applications > Versions & Licenses and click on the Update button next to the Jira Service Management application (formerly called Jira Service Desk).

Important Note: we recommend performing this solution step outside of business hours, since upgrading any Jira application can temporarily cause performance issues.