Jira Service Management Queues return empty page

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Platform Notice: Server, Data Center, and Cloud By Request - This article was written for the Atlassian server and data center platforms but may also be useful for Atlassian Cloud customers. If completing instructions in this article would help you, please contact Atlassian Support and mention it.

Problem

Upon navigating to the Queues view (<BaseURL>/projects/<ProjectKey>/queues), agents see a blank page. 


The following appears in the atlassian-jira.log

2016-04-18 10:23:28,040 http-nio-6710-exec-16 ERROR      [o.a.c.c.C.[.[localhost].[/test].[action]] Servlet.service() for servlet [action] in context with path [/test] threw exception
java.lang.RuntimeException: javax.servlet.ServletException: java.lang.IllegalArgumentException: The validated object is null
    at com.atlassian.servicedesk.internal.util.scala.ScalaJavaInterOp$1.apply(ScalaJavaInterOp.java:27)
    at com.atlassian.servicedesk.internal.utils.context.CustomerContextUtil$.outOfCustomerContext(CustomerContextUtil.scala:48)
    at com.atlassian.servicedesk.internal.utils.context.CustomerContextUtil.outOfCustomerContext(CustomerContextUtil.scala)
    at com.atlassian.servicedesk.internal.utils.context.CustomerContextServiceImpl.outOfCustomerContext(CustomerContextServiceImpl.java:24)
...
Caused by: javax.servlet.ServletException: java.lang.IllegalArgumentException: The validated object is null
    at com.atlassian.jira.web.dispatcher.JiraWebworkActionDispatcher.onActionException(JiraWebworkActionDispatcher.java:213)
    at com.atlassian.jira.web.dispatcher.JiraWebworkActionDispatcher.service(JiraWebworkActionDispatcher.java:166)
...
Caused by: java.lang.IllegalArgumentException: The validated object is null
    at org.apache.commons.lang.Validate.notNull(Validate.java:192)
    at org.apache.commons.lang.Validate.notNull(Validate.java:178)
    at com.atlassian.servicedesk.internal.customfields.origin.VpOriginManagerImpl.stringValueToVpOrigin(VpOriginManagerImpl.java:68)
    at com.atlassian.servicedesk.internal.customfields.origin.VpOriginManagerImpl.fromDbFormatUnchecked(VpOriginManagerImpl.java:54)
    at com.atlassian.servicedesk.internal.customfields.util.VpOriginResolver.getUncheckedValues(VpOriginResolver.java:80)
    at com.atlassian.servicedesk.internal.customfields.origin.VpOriginIndexValuesConverterImpl.getIndexValues(VpOriginIndexValuesConverterImpl.java:71)
    at com.atlassian.servicedesk.internal.customfields.origin.VpOriginIndexValuesConverterImpl.lambda$getIndexValues$2(VpOriginIndexValuesConverterImpl.java:56)
    at com.atlassian.pocketknife.OptionStep3.lambda$null$8(OptionStep3.java:28)

Cause

There is a Queue with invalid JQL. For example:

"Customer Request Type"=6

Resolution

Remove the Queue via SQL query.

 

  1. Identify the problematic JQL and note ID

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

    (info) Replace 'xxx' to the name of the affected project

     

  2. Remove the Queue 

    Always back up your data before performing any modifications to the database. If possible, test any alter, insert, update, or delete SQL commands on a staging server first.

    delete from "AO_54307E_QUEUECOLUMN" where "QUEUE_ID" = yyy
    delete from "AO_54307E_QUEUE" where "ID"= yyy

    (info) Replace 'yyy' with the Queue ID from the above query

 

Last modified on Nov 23, 2020

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