Service Desk project's navigation bar shows "Unable to render element due to an error" even though required upgrade tasks are fulfilled

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This Knowledge Base article was written specifically for the Atlassian Server platform. Due to the Functional differences in Atlassian Cloud, the contents of this article cannot be applied to Atlassian Cloud applications.

Problem

After upgrading to JIRA Service Desk 3.2.x, observe the problem below while browsing a Service Desk project. The project navigation bar will not render properly with message Unable to render element due to an error  on top of the bar:

The following appears in the atlassian-jira.log:

    *********************************************************************************
    JIRA ServiceDesk v3.2.0-069 #DevVersion built 2016-09-20T07:49:12.702+07:00 - Starting sync upgrade task: SyncUpgradeTaskMigrateAgentPermission
    *********************************************************************************
    
2016-10-11 19:57:13,676 JIRA-Bootstrap ERROR      [atlassian.servicedesk.lifecycle] sd.upgrade.task.error.failure.message.with.exception.message
java.lang.NullPointerException
	...
	at com.atlassian.jira.scheme.AbstractSchemeManager.getProjects(AbstractSchemeManager.java:481)
	...
	at com.sun.proxy.$Proxy3085.getProjects(Unknown Source)
	at com.atlassian.servicedesk.bootstrap.upgrade.tasks.SyncUpgradeTaskMigrateAgentPermission.isPermissionSchemeUsedByServiceDeskProject(SyncUpgradeTaskMigrateAgentPermission.java:182)
	at com.atlassian.servicedesk.bootstrap.upgrade.tasks.SyncUpgradeTaskMigrateAgentPermission.getPermissionSchemesUsedByServiceDesk(SyncUpgradeTaskMigrateAgentPermission.java:173)
	at com.atlassian.servicedesk.bootstrap.upgrade.tasks.SyncUpgradeTaskMigrateAgentPermission.performUpgradeAgentPermission(SyncUpgradeTaskMigrateAgentPermission.java:128)
	at com.atlassian.servicedesk.bootstrap.upgrade.tasks.SyncUpgradeTaskMigrateAgentPermission.doUpgrade(SyncUpgradeTaskMigrateAgentPermission.java:86)
	...
    
    *********************************************************************************
    JIRA ServiceDesk v3.2.0-069 #DevVersion built 2016-09-20T07:49:12.702+07:00 - Startup has failed with an unexpected problem. It is unsafe to proceed.
    *********************************************************************************

OR  

2016-12-13 18:22:59,034 http-nio-8724-exec-4 ERROR admin 1102x1031x1 pjpbcm 0:0:0:0:0:0:0:1 /plugins/servlet/project-config/KEY/summary [c.a.p.webresource.assembler.DefaultWebResourceAssembler] Error generating bigpipe content for 'sidebar-id': java.lang.RuntimeException: This is a Service Desk project, but we were unable to load the Service Desk project context. It may be possible to fix this error by converting this project to a different project type, and then converting it back to Service Desk.

Diagnosis

If this is a direct upgrade from JIRA 6.x with SD 1.x or 2.x to JIRA 7.2.x with SD 3.2.x, please check this KB article instead, because the required upgrade tasks have been missed:

However, if the required upgrade tasks have been fulfilled i.e. JIRA has been upgraded to 7.0.x/3.0.x or 7.1.x/3.1.x before being upgraded to 7.2.x/3.2.x, then the following Causes and Resolutions apply.

Cause

Cause 1

According to the Error message:

	at com.atlassian.jira.scheme.AbstractSchemeManager.getProjects(AbstractSchemeManager.java:481)
	...
	at com.sun.proxy.$Proxy3085.getProjects(Unknown Source)
	at com.atlassian.servicedesk.bootstrap.upgrade.tasks.SyncUpgradeTaskMigrateAgentPermission.isPermissionSchemeUsedByServiceDeskProject(SyncUpgradeTaskMigrateAgentPermission.java:182)
	at com.atlassian.servicedesk.bootstrap.upgrade.tasks.SyncUpgradeTaskMigrateAgentPermission.getPermissionSchemesUsedByServiceDesk(SyncUpgradeTaskMigrateAgentPermission.java:173)
	at com.atlassian.servicedesk.bootstrap.upgrade.tasks.SyncUpgradeTaskMigrateAgentPermission.performUpgradeAgentPermission(SyncUpgradeTaskMigrateAgentPermission.java:128)
	at com.atlassian.servicedesk.bootstrap.upgrade.tasks.SyncUpgradeTaskMigrateAgentPermission.doUpgrade(SyncUpgradeTaskMigrateAgentPermission.java:86)
	...

(warning) JIRA is trying to find associations between Projects and Schemes, however gets one or more project IDs that do not exist any more.

Cause 2

According to the Error message:

2016-12-13 18:22:59,034 http-nio-8724-exec-4 ERROR admin 1102x1031x1 pjpbcm 0:0:0:0:0:0:0:1 /plugins/servlet/project-config/KEY/summary [c.a.p.webresource.assembler.DefaultWebResourceAssembler] Error generating bigpipe content for 'sidebar-id': java.lang.RuntimeException: This is a Service Desk project, but we were unable to load the Service Desk project context. It may be possible to fix this error by converting this project to a different project type, and then converting it back to Service Desk.

The Service Desk context of the project fails to be loaded.

Resolution

For Cause 1

  1. Shut down JIRA
  2. Run the following SQL query to find those project IDs that do not match any existing projects:

    select * from nodeassociation where source_node_entity = 'Project' and association_type = 'ProjectScheme' and source_node_id not in (select id from project);
  3. If there are entries returned, they should be causing the problem. Back up the database then run this SQL query to delete them:

    delete from nodeassociation where source_node_entity = 'Project' and association_type = 'ProjectScheme' and source_node_id not in (select id from project);
  4. Restart JIRA

For Cause 2

Change the Project Type of the project from Service Desk to Business and then change it back to Service Desk to refresh the Service Desk context of the project.

Description

After upgrading to JIRA Service Desk 3.2.x, observe the problem below while browsing a Service Desk project. The project navigation bar will not render properly with message Unable to render element due to an error  on top of the bar:

Product Jira
Platform Server
Last modified on Oct 11, 2018

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