Service Management is stuck at loading after upgrade to version 3.3
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. 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
Summary
Problem
After upgrading to Jira Service Management 3.3.x, when user tries to open a page in service project (Customer list, Project settings, Queues, etc.), the page is stuck at loading (see screenshot below)
And the following error of Failed to load resource: net::ERR_TOO_MANY_REDIRECTS is thrown in browser console
Diagnosis
The web requests being made here are actually including an unexpected path to jira-url/projects/ProjectKey/null/s/..... as seen in this browser console.
The dark feature
jira.fixed.cdn.enabledis enabled in Jira.However the Jira system property
jira.fixed.cdn.prefixis not set.
Cause
The dark feature jira.fixed.cdn.enabled enables JiraPrefixCDNStrategy. To make it work properly Jira system property jira.fixed.cdn.prefix should be set to CDN prefix, but it's not set which results in bad URL with 'null' inside.
Solution
Resolution
Please follow the steps below to disable the dark feature
Navigate to jira-url/secure/SiteDarkFeatures!default.jspa
Locate jira.fixed.cdn.enabled and press Disable (this will remove it from the list of dark features).
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