Symptoms

After upgrade to OA 6.0:

  • attempt to add new user or view existing service results in Service Unavailable error.
  • when logged in as a customer, if you navigate to CCP > Exchange > Mailbox display name > Permissions > Grant permissions or Hosted Domains > Register Existing Domain Hosted Elsewhere> Add Mail Hosting Unforeseen Error is shown

Account experiencing such issues has many subscriptions (60 or more).

In poa.log one can find a lot of calls of Plesk._ServiceUserStub.getServiceUser, see example below: 

Jun 9 22:31:58 poamn6.0.domain.tld : DBG [UI:299b1d23:203198:1433874718687 1:1591:b3550b70 AccountManagement ]: [ HostedServiceUsers_impl::getServiceUser] ===> ENTRY 
Jun 9 22:31:58 poamn6.0.domain.tld : DBG [UI:299b1d23:203198:1433874718687 RequestProcessor-138 pau ]: com.parallels.pa.service.db.ejb.DBServiceBean Executing non-locking query: ' SELECT i.login AS login, c.display_name AS display_name, u.is_enabled AS is_enabled, u.scope_id AS owner_account_id, u.sub_id AS sub_id, u.locked_by AS locked_by FROM users u JOIN contacts c ON (c.contact_id = u.contact_id) JOIN identities i ON (i.identity_id = u.auth_identity_id) WHERE u.user_id = ? AND type= ?'. Parameters: [14, service user] [sqlpid: 1537] 
Jun 9 22:31:58 poamn6.0.domain.tld : DBG [UI:299b1d23:203198:1433874718687 RequestProcessor-138 pau ]: com.parallels.pa.corba.ServiceInvoker Service invocation for service DBService$$$view6 took 1 ms 
Jun 9 22:31:58 poamn6.0.domain.tld : DBG [UI:299b1d23:203198:1433874718687 RequestProcessor-138 pau ]: com.parallels.pa.service.db.ejb.DBServiceBean Executing non-locking query: ' SELECT hs.user_id AS user_id, hs.hs_type AS service_type, hs.hs_service_status AS status, hs.sub_id AS sub_id, hs.universal AS universal, s.is_active AS is_active FROM hs_user_services hs JOIN subscriptions s ON (s.sub_id = hs.sub_id) WHERE hs.user_id = ?'. Parameters: [14] [sqlpid: 1550] 
Jun 9 22:31:58 poamn6.0.domain.tld : DBG [UI:299b1d23:203198:1433874718687 RequestProcessor-138 pau ]: com.parallels.pa.corba.ServiceInvoker Service invocation for service DBService$$$view6 took 1 ms 
Jun 9 22:31:58 poamn6.0.domain.tld : DBG [UI:299b1d23:203198:1433874718687 1:1591:b3550b70 AccountManagement ]: [ HostedServiceUsers_impl::getServiceUser] <=== EXIT [0.002360]

Cause

The issue has been reported to the development team as POA-94159 Service Unavailable while adding service user or viewing service user if account has 60+ subscriptions.

Resolution

The issue will be fixed in future updates of OA. Please contact your TAM or PTA team (pta@odin.com) to trace the status of the issue.

Internal content