Unable to send email after using Support Tools

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Symptoms

Symptom 1:

After using Support Tools Plugin to send a support request, the mail queue will stop functioning and email cannot be sent out anymore. 

The following appears in the atlassian-jira.log:

2012-04-23 12:19:39,667 http-8080-2 WARN admin 739x38947x1 14n0wy5 127.0.0.1 /plugins/servlet/stp/view/create-support-request/execute [support.tools.salext.WildcardApplicationFileBundle] The file /opt/atlassian/jira/logs/manager.2011-08-02.log does not contain any data, and was skipped.
2012-04-23 12:19:39,667 http-8080-2 WARN admin 739x38947x1 14n0wy5 127.0.0.1 /plugins/servlet/stp/view/create-support-request/execute [support.tools.salext.WildcardApplicationFileBundle] The file /opt/atlassian/jira/logs/manager.2011-08-05.log does not contain any data, and was skipped.
2012-04-23 12:19:43,122 http-8080-2 ERROR      [500ErrorPage.jsp] Exception caught in 500 page null
java.lang.AbstractMethodError
	at java.util.PriorityQueue.siftUpComparable(Unknown Source)
	at java.util.PriorityQueue.siftUp(Unknown Source)
	at java.util.PriorityQueue.offer(Unknown Source)
	at java.util.concurrent.PriorityBlockingQueue.offer(Unknown Source)
	at java.util.concurrent.PriorityBlockingQueue.add(Unknown Source)
	at com.atlassian.mail.queue.MailQueueImpl.addItem(MailQueueImpl.java:105)
	at com.atlassian.support.tools.salext.mail.JiraMailUtility.queueEmail(JiraMailUtility.java:27)
	at com.atlassian.support.tools.salext.mail.AbstractMailUtility.sendMail(AbstractMailUtility.java:29)
	at com.atlassian.support.tools.request.CreateSupportRequestAction.execute(CreateSupportRequestAction.java:151)
	at com.atlassian.support.tools.SupportToolsViewServlet.displayResults(SupportToolsViewServlet.java:244)
	at com.atlassian.support.tools.SupportToolsViewServlet.doPost(SupportToolsViewServlet.java:96)
    ...
2012-04-23 12:19:55,024 QuartzWorker-0 ERROR ServiceRunner    Mail Queue Service [atlassian.jira.service.ServiceRunner] An error occured while trying to run service 'Mail Queue Service'. null
java.lang.NullPointerException
	at java.util.PriorityQueue.siftDownComparable(Unknown Source)
	at java.util.PriorityQueue.siftDown(Unknown Source)
	at java.util.PriorityQueue.poll(Unknown Source)
	at java.util.concurrent.PriorityBlockingQueue.poll(Unknown Source)
	at com.atlassian.mail.queue.MailQueueImpl.sendBuffer(MailQueueImpl.java:60)
	at com.atlassian.jira.service.services.mail.MailQueueService.run(MailQueueService.java:23)
	at com.atlassian.jira.service.JiraServiceContainerImpl.run(JiraServiceContainerImpl.java:60)
	at com.atlassian.jira.service.ServiceRunner.execute(ServiceRunner.java:47)

 

Symptom 2:

When attempting to create support request from the JIRA instance, an "Error retrieving results" occurs: Internal Server Error

 

Cause

This is caused by a known bug within the Support Tools Plugin, as tracked within STP-138.

Workaround

  1. Disable Support Tools plugin
  2. Restart JIRA

Resolution

  1. Upgrade the Support Tools Plugin to the latest version, as this bug was fixed in 3.0.9.
  2. Restart JIRA.

(warning) As the mail queue is stored within JIRA's memory, any restart of the application will unfortunately lose that queue. Please keep this in mind that restarting JIRA will lose this queue. We have a new feature to persist the queue, as in JRA-4665 - Getting issue details... STATUS

Last modified on Mar 30, 2016

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