Unable to create IT Service Management type of project

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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

Whenever a user tries to create an IT Service Management , they will receive the ""Hmm... we couldn't create your project due to an unknown error. Try refreshing the page to start again"" error.

The following appears in the atlassian-jira.log

2017-04-27 21:59:39,904 http-nio-24073-exec-10 WARN admin 1319x170x1 ig4dkm 10.60.2.228 /rest/project-templates/1.0/templates [c.a.p.r.c.security.jersey.XsrfResourceFilter] Use of the 'nocheck' value for X-Atlassian-Token has been deprecated since rest 3.0.0. Please use a value of 'no-check' instead.
2017-04-27 21:59:39,917 http-nio-24073-exec-10 WARN admin 1319x170x1 ig4dkm 10.60.2.228 /rest/project-templates/1.0/templates [c.a.p.r.c.security.jersey.XsrfResourceFilter] Use of the 'nocheck' value for X-Atlassian-Token has been deprecated since rest 3.0.0. Please use a value of 'no-check' instead.
2017-04-27 21:59:41,853 http-nio-24073-exec-10 INFO admin 1319x170x1 ig4dkm 10.60.2.228 /rest/project-templates/1.0/templates [c.a.j.i.f.config.manager.FieldConfigSchemeManagerImpl] ConfigScheme Jira Service Management Issue Type Scheme for Project ITE (11100). Created with no associated contexts
2017-04-27 21:59:44,114 http-nio-24073-exec-10 INFO admin 1319x170x1 ig4dkm 10.60.2.228 /rest/project-templates/1.0/templates [c.a.jira.workflow.OSWorkflowManager] User 'admin.it(ian.gibbons)' updated workflow 'Jira Service Management IT Support Workflow generated for Project ITE' at 'Thu Apr 27 21:59:44 MYT 2017'
2017-04-27 21:59:44,255 http-nio-24073-exec-10 INFO admin 1319x170x1 ig4dkm 10.60.2.228 /rest/project-templates/1.0/templates [c.a.jira.workflow.OSWorkflowManager] User 'admin.it(ian.gibbons)' updated workflow 'Jira Service Management IT Support Workflow generated for Project ITE' at 'Thu Apr 27 21:59:44 MYT 2017'
2017-04-27 21:59:44,286 http-nio-24073-exec-10 INFO admin 1319x170x1 ig4dkm 10.60.2.228 /rest/project-templates/1.0/templates [c.a.jira.workflow.OSWorkflowManager] User 'admin.it(ian.gibbons)' updated workflow 'Jira Service Management IT Support Workflow generated for Project ITE' at 'Thu Apr 27 21:59:44 MYT 2017'
2017-04-27 21:59:44,378 http-nio-24073-exec-10 INFO admin 1319x170x1 ig4dkm 10.60.2.228 /rest/project-templates/1.0/templates [c.a.jira.workflow.OSWorkflowManager] User 'admin.it(ian.gibbons)' updated workflow 'Jira Service Management Problem Management Workflow generated for Project ITE' at 'Thu Apr 27 21:59:44 MYT 2017'
2017-04-27 21:59:44,489 http-nio-24073-exec-10 INFO admin 1319x170x1 ig4dkm 10.60.2.228 /rest/project-templates/1.0/templates [c.a.jira.workflow.OSWorkflowManager] User 'admin.it(ian.gibbons)' updated workflow 'Jira Service Management Problem Management Workflow generated for Project ITE' at 'Thu Apr 27 21:59:44 MYT 2017'
2017-04-27 21:59:44,512 http-nio-24073-exec-10 INFO admin 1319x170x1 ig4dkm 10.60.2.228 /rest/project-templates/1.0/templates [c.a.jira.workflow.OSWorkflowManager] User 'admin.it(ian.gibbons)' updated workflow 'Jira Service Management Problem Management Workflow generated for Project ITE' at 'Thu Apr 27 21:59:44 MYT 2017'
2017-04-27 21:59:44,640 http-nio-24073-exec-10 INFO admin 1319x170x1 ig4dkm 10.60.2.228 /rest/project-templates/1.0/templates [c.a.jira.workflow.OSWorkflowManager] User 'admin.it(ian.gibbons)' updated workflow 'Jira Service Management Change Management Workflow generated for Project ITE' at 'Thu Apr 27 21:59:44 MYT 2017'
2017-04-27 21:59:44,739 http-nio-24073-exec-10 INFO admin 1319x170x1 ig4dkm 10.60.2.228 /rest/project-templates/1.0/templates [c.a.jira.workflow.OSWorkflowManager] User 'admin.it(ian.gibbons)' updated workflow 'Jira Service Management Change Management Workflow generated for Project ITE' at 'Thu Apr 27 21:59:44 MYT 2017'
2017-04-27 21:59:44,771 http-nio-24073-exec-10 INFO admin 1319x170x1 ig4dkm 10.60.2.228 /rest/project-templates/1.0/templates [c.a.jira.workflow.OSWorkflowManager] User 'admin.it(ian.gibbons)' updated workflow 'Jira Service Management Change Management Workflow generated for Project ITE' at 'Thu Apr 27 21:59:44 MYT 2017'
2017-04-27 21:59:44,900 http-nio-24073-exec-10 DEBUG admin 1319x170x1 ig4dkm 10.60.2.228 /rest/project-templates/1.0/templates [c.a.activeobjects.osgi.ActiveObjectsServiceFactory] getService bundle [com.atlassian.jira.plugins.workinghours]
2017-04-27 21:59:45,417 http-nio-24073-exec-10 ERROR admin 1319x170x1 ig4dkm 10.60.2.228 /rest/project-templates/1.0/templates [c.a.jira.project.ProjectCreateRegistrarImpl] The handler with id com.atlassian.jira.project-templates-plugin:apply-project-template-handler threw an exception while handling a notification about a project being created
java.util.NoSuchElementException
    at com.atlassian.fugue.Either.getRight(Either.java:511)
    at com.atlassian.fugue.Either$RightProjection.get(Either.java:802)
    at com.atlassian.servicedesk.internal.sla.configuration.SLAGettingStartedServiceImpl.createTimeToFirstResponseMetricForEmptyProject(SLAGettingStartedServiceImpl.java:307)
    at com.atlassian.servicedesk.internal.sla.configuration.SLAGettingStartedServiceImpl.createSLAConfigurationForEmptyProject(SLAGettingStartedServiceImpl.java:175)
    at com.atlassian.servicedesk.internal.feature.gettingstarted.GettingStartedService.com$atlassian$servicedesk$internal$feature$gettingstarted$GettingStartedService$$createSLAConfigurationForEmptyProject(GettingStartedService.scala:411)
    at com.atlassian.servicedesk.internal.feature.gettingstarted.GettingStartedService$$anonfun$createServiceDeskForEmptyProject$1$$anonfun$apply$3$$anonfun$apply$5$$anonfun$apply$6$$anonfun$apply$7.apply(GettingStartedService.scala:175)
    at com.atlassian.servicedesk.internal.feature.gettingstarted.GettingStartedService$$anonfun$createServiceDeskForEmptyProject$1$$anonfun$apply$3$$anonfun$apply$5$$anonfun$apply$6$$anonfun$apply$7.apply(GettingStartedService.scala:172)
    at scalaz.$bslash$div.flatMap(Either.scala:134)
    at com.atlassian.servicedesk.internal.feature.gettingstarted.GettingStartedService$$anonfun$createServiceDeskForEmptyProject$1$$anonfun$apply$3$$anonfun$apply$5$$anonfun$apply$6.apply(GettingStartedService.scala:172)
    at com.atlassian.servicedesk.internal.feature.gettingstarted.GettingStartedService$$anonfun$createServiceDeskForEmptyProject$1$$anonfun$apply$3$$anonfun$apply$5$$anonfun$apply$6.apply(GettingStartedService.scala:169)
    at scalaz.$bslash$div.flatMap(Either.scala:134)
    at com.atlassian.servicedesk.internal.feature.gettingstarted.GettingStartedService$$anonfun$createServiceDeskForEmptyProject$1$$anonfun$apply$3$$anonfun$apply$5.apply(GettingStartedService.scala:169)
    at com.atlassian.servicedesk.internal.feature.gettingstarted.GettingStartedService$$anonfun$createServiceDeskForEmptyProject$1$$anonfun$apply$3$$anonfun$apply$5.apply(GettingStartedService.scala:165)
    at scalaz.$bslash$div.flatMap(Either.scala:134)
    at com.atlassian.servicedesk.internal.feature.gettingstarted.GettingStartedService$$anonfun$createServiceDeskForEmptyProject$1$$anonfun$apply$3.apply(GettingStartedService.scala:165)
    at com.atlassian.servicedesk.internal.feature.gettingstarted.GettingStartedService$$anonfun$createServiceDeskForEmptyProject$1$$anonfun$apply$3.apply(GettingStartedService.scala:160)
    at scalaz.$bslash$div.flatMap(Either.scala:134)
    at com.atlassian.servicedesk.internal.feature.gettingstarted.GettingStartedService$$anonfun$createServiceDeskForEmptyProject$1.apply(GettingStartedService.scala:160)
    at com.atlassian.servicedesk.internal.feature.gettingstarted.GettingStartedService$$anonfun$createServiceDeskForEmptyProject$1.apply(GettingStartedService.scala:157)
    at scalaz.$bslash$div.flatMap(Either.scala:134)
    at com.atlassian.servicedesk.internal.feature.gettingstarted.GettingStartedService.createServiceDeskForEmptyProject(GettingStartedService.scala:157)
    at com.atlassian.servicedesk.internal.project.ServiceDeskProjectConfigurator.callGettingStartedServiceToCreateServiceDesk(ServiceDeskProjectConfigurator.java:98)
    at com.atlassian.servicedesk.internal.project.ServiceDeskProjectConfigurator.lambda$configure$0(ServiceDeskProjectConfigurator.java:83)
    at com.atlassian.fugue.Either$RightProjection.flatMap(Either.java:839)
    at com.atlassian.fugue.Either.flatMap(Either.java:294)
    at com.atlassian.pocketknife.EitherStep1.then(EitherStep1.java:21)
    at com.atlassian.servicedesk.internal.project.ServiceDeskProjectConfigurator.configure(ServiceDeskProjectConfigurator.java:82)
    at com.atlassian.servicedesk.internal.project.template.hook.ItilServiceDeskAddProjectHook.configure(ItilServiceDeskAddProjectHook.java:16)
    at com.atlassian.jira.projecttemplates.service.ApplyProjectTemplateHandler.applyProjectTemplate(ApplyProjectTemplateHandler.java:65)
    at com.atlassian.jira.projecttemplates.service.ApplyProjectTemplateHandler.onProjectCreated(ApplyProjectTemplateHandler.java:53)
    at com.atlassian.jira.project.ProjectCreateRegistrarImpl.notifyAllHandlers(ProjectCreateRegistrarImpl.java:36)
    at com.atlassian.jira.bc.project.DefaultProjectService.notifyHandlersOfProjectCreated(DefaultProjectService.java:393)
    at com.atlassian.jira.bc.project.DefaultProjectService.createProjectInternal(DefaultProjectService.java:378)
    at com.atlassian.jira.bc.project.DefaultProjectService.createProject(DefaultProjectService.java:348)
    ... 3 filtered
    at java.lang.reflect.Method.invoke(Method.java:498)
    at com.atlassian.plugin.util.ContextClassLoaderSettingInvocationHandler.invoke(ContextClassLoaderSettingInvocationHandler.java:26)
    at com.sun.proxy.$Proxy63.createProject(Unknown Source)
    ... 3 filtered
    at java.lang.reflect.Method.invoke(Method.java:498)
    at com.atlassian.plugin.osgi.bridge.external.HostComponentFactoryBean$DynamicServiceInvocationHandler.invoke(HostComponentFactoryBean.java:136)
    at com.sun.proxy.$Proxy63.createProject(Unknown Source)
    at com.atlassian.jira.projecttemplates.service.ProjectTemplateServiceImpl.applyProjectTemplate(ProjectTemplateServiceImpl.java:173)
    at com.atlassian.jira.projecttemplates.rest.ProjectTemplatesResource.createProjectFromFormRequest(ProjectTemplatesResource.java:170)
    ... 3 filtered
    at java.lang.reflect.Method.invoke(Method.java:498)
    at com.sun.jersey.spi.container.JavaMethodInvokerFactory$1.invoke(JavaMethodInvokerFactory.java:60)
    ... 12 filtered
    at com.atlassian.plugins.rest.module.RestDelegatingServletFilter$JerseyOsgiServletContainer.doFilter(RestDelegatingServletFilter.java:154)
    ... 1 filtered
    at com.atlassian.plugins.rest.module.RestDelegatingServletFilter.doFilter(RestDelegatingServletFilter.java:68)
    ... 91 filtered
    at com.atlassian.jira.security.JiraSecurityFilter.doFilter(JiraSecurityFilter.java:70)
    ... 16 filtered
    at com.atlassian.plugins.rest.module.servlet.RestSeraphFilter.doFilter(RestSeraphFilter.java:37)
    ... 22 filtered
    at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.lambda$invokeFilterChain$0(CustomerContextSettingFilter.java:169)
    at com.atlassian.servicedesk.internal.util.scala.ScalaJavaInterOp$1.apply(ScalaJavaInterOp.java:25)
    at com.atlassian.servicedesk.internal.utils.context.CustomerContextUtil$.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)
    at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.outOfCustomerContext(CustomerContextSettingFilter.java:164)
    at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.doFilterImpl(CustomerContextSettingFilter.java:120)
    at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.doFilter(CustomerContextSettingFilter.java:112)
    ... 8 filtered
    at com.invisionapp.integration.plugin.rest.RestAuthenticationFilter.doFilter(RestAuthenticationFilter.java:97)
    ... 49 filtered
    at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1142)
    at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:617)
    at org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61)
    at java.lang.Thread.run(Thread.java:748)
2017-04-27 21:59:46,523 http-nio-24073-exec-10 ERROR admin 1319x170x1 ig4dkm 10.60.2.228 /rest/project-templates/1.0/templates [c.a.p.r.c.error.jersey.ThrowableExceptionMapper] Uncaught exception thrown by REST service: An error occurred while notifying that a project was created
java.lang.RuntimeException: An error occurred while notifying that a project was created
    at com.atlassian.jira.bc.project.DefaultProjectService.notifyHandlersOfProjectCreated(DefaultProjectService.java:396)
    at com.atlassian.jira.bc.project.DefaultProjectService.createProjectInternal(DefaultProjectService.java:378)
    at com.atlassian.jira.bc.project.DefaultProjectService.createProject(DefaultProjectService.java:348)
    at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
    at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:62)
    ... 1 filtered
    at java.lang.reflect.Method.invoke(Method.java:498)
    at com.atlassian.plugin.util.ContextClassLoaderSettingInvocationHandler.invoke(ContextClassLoaderSettingInvocationHandler.java:26)
    at com.sun.proxy.$Proxy63.createProject(Unknown Source)
    ... 3 filtered
    at java.lang.reflect.Method.invoke(Method.java:498)
    at com.atlassian.plugin.osgi.bridge.external.HostComponentFactoryBean$DynamicServiceInvocationHandler.invoke(HostComponentFactoryBean.java:136)
    at com.sun.proxy.$Proxy63.createProject(Unknown Source)
    at com.atlassian.jira.projecttemplates.service.ProjectTemplateServiceImpl.applyProjectTemplate(ProjectTemplateServiceImpl.java:173)
    at com.atlassian.jira.projecttemplates.rest.ProjectTemplatesResource.createProjectFromFormRequest(ProjectTemplatesResource.java:170)
    ... 3 filtered
    at java.lang.reflect.Method.invoke(Method.java:498)
    at com.sun.jersey.spi.container.JavaMethodInvokerFactory$1.invoke(JavaMethodInvokerFactory.java:60)
    ... 12 filtered
    at com.atlassian.plugins.rest.module.RestDelegatingServletFilter$JerseyOsgiServletContainer.doFilter(RestDelegatingServletFilter.java:154)
    ... 1 filtered
    at com.atlassian.plugins.rest.module.RestDelegatingServletFilter.doFilter(RestDelegatingServletFilter.java:68)
    ... 91 filtered
    at com.atlassian.jira.security.JiraSecurityFilter.doFilter(JiraSecurityFilter.java:70)
    ... 16 filtered
    at com.atlassian.plugins.rest.module.servlet.RestSeraphFilter.doFilter(RestSeraphFilter.java:37)
    ... 22 filtered
    at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.lambda$invokeFilterChain$0(CustomerContextSettingFilter.java:169)
    at com.atlassian.servicedesk.internal.util.scala.ScalaJavaInterOp$1.apply(ScalaJavaInterOp.java:25)
    at com.atlassian.servicedesk.internal.utils.context.CustomerContextUtil$.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)
    at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.outOfCustomerContext(CustomerContextSettingFilter.java:164)
    at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.doFilterImpl(CustomerContextSettingFilter.java:120)
    at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.doFilter(CustomerContextSettingFilter.java:112)
    ... 8 filtered
    at com.invisionapp.integration.plugin.rest.RestAuthenticationFilter.doFilter(RestAuthenticationFilter.java:97)
    ... 49 filtered
    at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1142)
    at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:617)
    at org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61)
    at java.lang.Thread.run(Thread.java:748)

Diagnosis

Environment

  • Jira 7.1 and below
  • MS SQL database

Cause

Service Management attempts to create a customfield when creating a project (ie. Time to first response) which is similar to an already existing custom field apart from upper/lower casing (ie. Time to First Response).

  • When creating a project, Service Management first checks for any existing custom field with the name of (ie. Time to first response)
  • It finds none because Time to First Response is of different casing
  • Due to this, Service Management attempts to create a custom field with the name Time to first response
  • MS SQL is case insensitive by default so when SD is trying to create the custom field, it fails in the database level

Workaround

We must change the existing custom field name to be that of what Service Management is trying to create (ie. Time to first response)

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.

  1. Stop Jira
  2. Update the customfield table in the DB and change the name of the field to follow the casing SD is trying to create

    1. For example:

      UPDATE customfield set cfname='Time to first response' where cfname='Time to First Response';
  3. Update the AO_54307E_TIMEMETRIC table in the DB and change the name of all fields that are currently using the old name (ie. Time to First Response) to the new name (ie. Time to first response)

    1. For example:

      UPDATE "AO_54307E_TIMEMETRIC" set NAME='Time to first response' where NAME='Time to First Response';
  4. Restart Jira

 

Last modified on Nov 23, 2020

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