ServiceDesk, Existing Project Fails To Load, 500 error, RuntimeException
Platform notice: Server and Data Center only. This article only applies to Atlassian products on the Server and Data Center platforms.
Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Problem
Browsing to ServiceDesk Project
The following appears in the user interface:
Technical details
Log's referral number: ac49db5b-c81a-4b86-b5e9-4aa9130fc2e7
Cause
Referer URL: http://10.60.5.112:6704/SDS-11198/secure/BrowseProjects.jspa?selectedCategory=all&selectedProjectType=service_desk
java.lang.RuntimeException: This is a Service Management project, but we were unable to load the Service Management 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 Management.
java.lang.RuntimeException: This is a Service Management project, but we were unable to load the Service Management 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 Management.
at com.atlassian.servicedesk.project.internal.web.sidebar.ServiceDeskSidebarContentRendererImpl.render(ServiceDeskSidebarContentRendererImpl.java:83) [?:?]
at com.atlassian.jira.projects.sidebar.ProjectSidebarRendererImpl.render(ProjectSidebarRendererImpl.java:81) [?:?]
at com.atlassian.jira.projects.page.ProjectPageRenderer.getPageHtml(ProjectPageRenderer.java:107) [?:?]
at com.atlassian.jira.projects.page.ProjectPageRenderer.render(ProjectPageRenderer.java:94) [?:?]
at com.atlassian.jira.projects.page.ProjectPageRenderer.renderWithSidebar(ProjectPageRenderer.java:62) [?:?]
at com.atlassian.jira.projects.page.ProjectPageServlet.getRenderResult(ProjectPageServlet.java:152) [?:?]
at com.atlassian.jira.projects.page.ProjectPageServlet.renderItem(ProjectPageServlet.java:135) [?:?]
at com.atlassian.jira.projects.page.ProjectPageServlet.doGet(ProjectPageServlet.java:105) [?:?]
at javax.servlet.http.HttpServlet.service(HttpServlet.java:618) [servlet-api.jar:?]
at javax.servlet.http.HttpServlet.service(HttpServlet.java:725) [servlet-api.jar:?]
at com.atlassian.plugin.servlet.DelegatingPluginServlet.service(DelegatingPluginServlet.java:42) [atlassian-plugins-servlet-4.0.4.jar:?]
at javax.servlet.http.HttpServlet.service(HttpServlet.java:725) [servlet-api.jar:?]
at com.atlassian.plugin.servlet.ServletModuleContainerServlet.service(ServletModuleContainerServlet.java:52) [atlassian-plugins-servlet-4.0.4.jar:?]
at javax.servlet.http.HttpServlet.service(HttpServlet.java:725) [servlet-api.jar:?]Note that the following error might also be thrown in the atlassian-jira.log file:
2018-08-28 13:49:57,283 http-nio-8080-exec-16 ERROR xxxx xx xxx xxx /plugins/servlet/project-config/SEP/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.
java.util.concurrent.CompletionException: 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.
at java.util.concurrent.CompletableFuture.encodeThrowable(CompletableFuture.java:273)
at java.util.concurrent.CompletableFuture.completeThrowable(CompletableFuture.java:280)Workaround
Change the project type to something else and change it back to ServiceDesk again:
- Navigate to
Jira Administration > Projects. - Identify the problematic project.
- Click on Edit on the right side of the page.
- Change the project type to Business or Software.
- Click Save details.
- After that, change it back to Service Management by doing the same Edit project operation.
We have observed that, in some cases, a re-start of all the Jira Data Center nodes (or of the Jira application in case of a single node environment) resolved the issue. Therefore, if the workaround above did not work, it might be worth scheduling a maintenance window and perform a re-start and see if it fixes the issue.