Encounter the error "403 - Forbidden error while loading this page. JIRA Service Desk is not licensed" while loading the customer portal

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プラットフォームについて: Server および Data Center のみ。この記事は、Server および Data Center プラットフォームのアトラシアン製品にのみ適用されます。

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.

*Fisheye および Crucible は除く

 

要約

The Jira Service Management license in the page ⚙ > Application > Versions & licenses is valid and not expired, but the following error is encountered when opening the Customer Portal:

Encountered a "403 - Forbidden" error while loading this page. JIRA Service Desk is not licensed


環境

Jira Service Management (JSM) Server/Data Center on any version lower than 4.19.0.

原因

Root Cause 1

This error might be caused by some browser caching issue. If the issue only occurs in specific browser, it might be worth trying to either clear the cache for the problematic browser, or open it in an incognito window and check if the issue is no longer replicable.

Root Cause 2

This error might be cause by some Jira data cache issue: the correct license was configured in the Jira UI, but for some reason the Jira database contains an old outdated license (or vice versa).

Root Cause 3

If the Jira Service Management application is on any version below 4.19.0, and if the following lines are found in the Jira application logs, then the JSM application is impacted by the bug JSDSERVER-11964 - Getting issue details... STATUS , which is known to put the JSM application into an invalid state and cause the 403 error when accessing the Customer Portal:

2022-09-07 10:31:09,182-0700 JIRA-EventThread-15 INFO XXXXX 631x396x2 1vxd0ky 127.0.0.1 /rest/plugins/applications/1.0/installed/jira-servicedesk/license [atlassian.servicedesk.lifecycle] Startup has failed with an unexpected problem. It is unsafe to proceed.
2022-09-07 10:31:09,182-0700 JIRA-EventThread-15 ERROR XXXXX 631x396x2 1vxd0ky 127.0.0.1 /rest/plugins/applications/1.0/installed/jira-servicedesk/license [c.a.s.b.lifecycle.server.ServerPluginLifeCycle] com.atlassian.servicedesk.internal.sla.metric.DateTimeRange - the START time of the DateTimeRange (2022-08-09T05:35:35.273Z) must be less than or equal to the STOP time (2022-08-09T05:34:03.397Z)
com.atlassian.servicedesk.internal.sla.metric.DateTimeRangeException: com.atlassian.servicedesk.internal.sla.metric.DateTimeRange - the START time of the DateTimeRange (2022-08-09T05:35:35.273Z) must be less than or equal to the STOP time (2022-08-09T05:34:03.397Z)
	...
2022-09-07 10:31:09,184-0700 JIRA-EventThread-15 INFO XXXXX 631x396x2 1vxd0ky 127.0.0.1 /rest/plugins/applications/1.0/installed/jira-servicedesk/license [atlassian.servicedesk.lifecycle] We are now in an indeterminable state.

(warning) To verify if this bug is relevant, look for the ERROR message the START time of the DateTimeRange (XXXXXXXX) must be less than or equal to the STOP time (XXXXXXX)  in the logs, and make sure that the end point /rest/plugins/applications/1.0/installed/jira-servicedesk/license is also part of the ERROR. If you see the same SLA error in the logs, but without the license end point, then this error is not relevant to the JSM issue covered in this KB article.

Root Cause 4

The Jira Base URL is configured with an incorrect URL in ⚙ > System > General Configuration.

Root Cause 5

(warning) Only applies to Jira applications connected to a MSSQL Database.

A new MSSQL database was created to fix the database collation as per How to fix the collation of Microsoft SQL Server database for Jira manually, but something went wrong with the configuration of the new database. After the Jira application configuration pointed to the new database, the 403 errors started to occur in the UI, and and the error Cannot insert the value NULL into column 'ID', table 'xxxxx'; column does not allow nulls. INSERT fails is thrown in the logs.

If you find the following error in the file <JIRA_HOME>/log/atlassian-servicedesk.log, then this root cause is relevant:

2022-12-03 18:47:17,112+0700 JIRA-EventThread-95 ERROR XXXXX XXXXxXXXXxX XXXXXX XXX.XXX.X.XXX,XXX.XX.XXX.X /rest/plugins/applications/1.0/installed/jira-servicedesk/license [bootstrap.lifecycle.server.ServerPluginLifeCycle] Caught SQLServerException for insert into "dbo"."AO_2C4E5C_MAILRUNAUDIT" ("MAIL_CONNECTION_ID", "MAIL_CHANNEL_NAME", "FAILURE_MESSAGE", "NO_OF_RETRY", "RUN_OUTCOME", "CREATED_TIMESTAMP", "UPDATED_TIMESTAMP") values (?, ?, ?, ?, ?, ?, ?)
com.querydsl.core.QueryException: Caught SQLServerException for insert into "dbo"."AO_2C4E5C_MAILRUNAUDIT" ("MAIL_CONNECTION_ID", "MAIL_CHANNEL_NAME", "FAILURE_MESSAGE", "NO_OF_RETRY", "RUN_OUTCOME", "CREATED_TIMESTAMP", "UPDATED_TIMESTAMP") values (?, ?, ?, ?, ?, ?, ?)
	at com.querydsl.sql.DefaultSQLExceptionTranslator.translate(DefaultSQLExceptionTranslator.java:50)
	at com.querydsl.sql.Configuration.translate(Configuration.java:459)
	at com.querydsl.sql.dml.SQLInsertClause.executeWithKeys(SQLInsertClause.java:408)
	at com.querydsl.sql.dml.SQLInsertClause.executeWithKey(SQLInsertClause.java:201)
	at com.querydsl.sql.dml.SQLInsertClause.executeWithKey(SQLInsertClause.java:182)
	at com.atlassian.jira.internal.mail.processor.querydsl.QueryDslHelper.create(QueryDslHelper.java:80)
	at com.atlassian.jira.internal.mail.processor.querydsl.QueryDslHelper.lambda$create$0(QueryDslHelper.java:101)

...

Caused by: com.microsoft.sqlserver.jdbc.SQLServerException: Cannot insert the value NULL into column 'ID', table 'JIRA3.dbo.AO_2C4E5C_MAILRUNAUDIT'; column does not allow nulls. INSERT fails.
	at com.microsoft.sqlserver.jdbc.SQLServerException.makeFromDatabaseError(SQLServerException.java:262)

For more detailed information about this root cause, you can refer to the KB article Cannot insert the value NULL into column 'ID', table 'xxxxx'; column does not allow nulls. INSERT fails.

ソリューション

根本原因の解決策 1

ブラウザのキャッシュをクリアします。

根本原因の解決策 2

次のいずれかを実行します。

  • Perform a rolling restart
  • Or remove the license and re-add it:
    1. Navigate to Application > Versions & licenses
    2. Save a copy of your Jira Service Management license
    3. Click the trash can icon to delete the license
    4. Paste in the license and click Update license 

根本原因の解決策 3

The safest, cleanest and most reliable option is to update JSM to the version that has the fix (JSM 4.19.0 or any higher version).

If upgrading is not an option for now, then you can refer to the workaround described in the bug JSDSERVER-11964 - Getting issue details... STATUS .

根本原因の解決策 4

Make sure to set the Jira Base URL to the correct URL as per the documentation Configuring the Base URL.

(warning) If the issue persists despite following the instructions from this KB article, or if none of the Root Cause listed above applies, please contact Atlassian Support for further assistance.

根本原因の解決策 5

The safest and easiest way to fix this issue is to reconfigure the <JIRA_HOME>/config.xml file, so that the Jira application can point to the old Database which does not have the collation change (provided that the old database is still available).

For other possible workarounds (which are more tedious), you can refer to the ones mentioned in the KB article Cannot insert the value NULL into column 'ID', table 'xxxxx'; column does not allow nulls. INSERT fails


最終更新日: 2022 年 12 月 6 日

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