Symptoms

When accessing the Jira Service Management (JSM) Queue page, all the queues are missing/gone, and the following message might appear:

You have no queues
You may want to create a queue

Another type of symptoms you might observe is that the queues are listed, but they are all empty, as shown in the examples of screenshots below:

• No tickets are listed, and there is no message:
  
• Or no tickets are listed, and the message "Your queue is empty. Team coffee run!" is displayed:
  

Expected results

The Service Management queues should be visible and they should not be empty:

Cause

Root cause 1

A 3rd party add-on is breaking the display of the Service Management queues. Some add-ons that have been known to cause this issue are listed below (note that this list is not complete):

• ScriptRunner for Jira
• Power Scripts - Jira Workflow Automation

Root cause 2

One of the queue is configured with an invalid filter JQL query. If at least one JQL query has an incorrect syntax, all the queues will disappear, as explained in the bugs listed below:

• JSDSERVER-4322 - Getting issue details... STATUS
• JSDSERVER-6633 - Getting issue details... STATUS

For more information about this root cause, please refer to the KB article Jira Service Management Queues return empty page.

Root cause 3

The Jira Service Management version is not compatible with the Jira Core version, as per the page Jira applications compatibility matrix page.

For more information about this root cause, please refer to the KB article Jira Service Management project Queues and Customer page are showing as blank due to incompatible JSM version.

Root cause 4

There is a null value in the customfieldoption table, or there are entries in the customfieldoption table that do not correspond to any custom field.

For more information about this root cause, please refer to the KB article Searching by a custom field with invalid value/option results in "NullPointerException" on "customfields.manager.DefaultOptionsManagerDefault".

Root cause 5

There is something on the network (firewall, proxy, VPN...) that is blocking some HTTP requests that are needed for the JSM application to load the content of the queues. We have seen a scenario where some JSM HTTP requests were only accessible by being logged into an internal VPN.

Diagnosis

For Root cause 1

• Enable plugin safe mode
• If enabling plugin safe mode fixes the issue, then we can conclude that the root cause 1 applies. To determine which add-on is causing the issue, quit the plugin safe mode, then disable each add-on 1 by 1 until the issue goes away

For Root cause 2

• Run the following SQL query against the Jira Database to list all the JQL queries associated to the Service Management queues:

  SELECT * FROM "AO_54307E_QUEUE" where "PROJECT_ID" = (SELECT ID FROM project WHERE pname = 'xxx') ORDER BY "QUEUE_ORDER" ASC

• For more information about how to identify the problematic JQL query(ies), please refer to the KB article Jira Service Management Queues return empty page.

For Root cause 3

• Go to the page ⚙ > Applications > Versions & Licenses
• Compare the Jira Core and JSM versions
• If you see that both versions are not compatible as per the page Jira applications compatibility matrix page, then this root cause applies
• For more information, please refer to the KB article Jira Service Management project Queues and Customer page are showing as blank due to incompatible JSM version

For Root cause 4

• Check the Jira application logs (in <JIRA_HOME>/log/atlassian-jira.log*) and look for an NullPointerException similar to the ones below:

  • Example 1:

    Caused by: java.lang.NullPointerException
    	at com.atlassian.jira.issue.customfields.manager.DefaultOptionsManager.findByOptionValue(DefaultOptionsManager.java:170)
    	at com.atlassian.jira.issue.customfields.manager.CachedOptionsManager.access$901(CachedOptionsManager.java:31)
    	at com.atlassian.jira.issue.customfields.manager.CachedOptionsManager$ValueCacheLoader.load(CachedOptionsManager.java:248)
    	at com.atlassian.jira.issue.customfields.manager.CachedOptionsManager$ValueCacheLoader.load(CachedOptionsManager.java:244)
    	at com.atlassian.cache.ehcache.wrapper.ValueProcessorAtlassianCacheLoaderDecorator.load(ValueProcessorAtlassianCacheLoaderDecorator.java:26)
    	at com.atlassian.cache.ehcache.SynchronizedLoadingCacheDecorator.synchronizedLoad(SynchronizedLoadingCacheDecorator.java:29)
    	at com.atlassian.cache.ehcache.LoadingCache.loadValueAndReleaseLock(LoadingCache.java:102)
    	at com.atlassian.cache.ehcache.LoadingCache.get(LoadingCache.java:81)
    	at com.atlassian.cache.ehcache.DelegatingCache.get(DelegatingCache.java:108)
    	... 347 more

  • Example 2:

    java.lang.NullPointerException
    at com.atlassian.jira.issue.customfields.manager.DefaultOptionsManager.findByOptionValue(DefaultOptionsManager.java:164)
    at com.atlassian.jira.issue.customfields.manager.CachedOptionsManager.findByOptionValue(CachedOptionsManager.java:95)
    at com.atlassian.jira.jql.util.JqlSelectOptionsUtil.getOptionFromString(JqlSelectOptionsUtil.java:208)
    at com.atlassian.jira.jql.util.JqlSelectOptionsUtil.getOptions(JqlSelectOptionsUtil.java:135)

• Note that you might also find an error like the one below, which could also point to this same root cause:

  /rest/servicedesk/1/<PROJECT_KEY>/webfragments/sections/sd-queues-nav,servicedesk.agent.queues,servicedesk.agent.queues.ungrouped [c.a.plugin.web.DefaultWebInterfaceManager] WebItemProvider from module 'com.atlassian.servicedesk.project-ui:sd-queues-custom-provider' threw an error 'java.lang.NullPointerException'. Web-items provided by this provider will be ignored.

• For more information on how to diagnose this root cause, please refer to the KB article Searching by a custom field with invalid value/option results in "NullPointerException" on "customfields.manager.DefaultOptionsManagerDefault".

For Root cause 5

Check if there is anything on the network (Firewall, Proxy, VPN...) that is blocking some JSM HTTP requests. If you are using an internal VPN, check if the issue goes away when connecting into the internal VPN.

Workaround

For Root cause 1

• Disable the problematic 3rd party add-on
• If you need to keep the add-on enabled, please reach out to the support team of this add-on for further support, since 3rd party add-ons are not supported by Atlassian

For Root cause 2

You will need to delete the problematic JQL queries directly in the database. For more details, please refer to the KB article Jira Service Management Queues return empty page.

For Root cause 3

• Visit the Jira applications compatibility matrix page, to check the compatible versions between Jira applications
• Install the compatible applications versions via the page ⚙ > Applications > Versions & Licenses
• For more details, please refer to the KB article Jira Service Management project Queues and Customer page are showing as blank due to incompatible JSM version

For Root cause 4

Please refer to the KB article Searching by a custom field with invalid value/option results in "NullPointerException" on "customfields.manager.DefaultOptionsManagerDefault".

For Root cause 5

The is no general solution for this root cause, since it will depend on what was blocking the JSM HTTP request on the network.