Cannot Use Service Desk

[Julian Verela Taja]

***SOLVED*** with this link, more explanation in the comments :) https://confluence.atlassian.com/jirakb/service-desk-installed-but-not-enabled-found-dependent-enabled-plugins-for-plugin-800703376.html?_ga=2.205787987.1335306900.1529910575-1588952890.1515060119

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We started implementing Jira a few months ago, we installed Jira Software and Jira Service Desk. Since we were not using it we deleted the workflows and permissions of the Service Desk (yes bad choice indeed, let's skip that!).

Now we want to start using Service Desk, in the Applications Manager we see:

"Jira Service Desk is licensed but not currently installed.                 INSTALL"

Also uploading from the "Upload an application".

So that Install obviously doesn't work... It says "An unexpected error occurred. Refer to the logs for more information."

So I tried downloading the files to my server and executing them, so with the Service Desk installer, I used the Upgrade over my Jira Software installation and everything said: "Yeees you made it, you installed it!" and when Jira was up again, it had the same:

"Jira Service Desk is licensed but not currently installed.                 INSTALL"

My logs are uploaded to https://ufile.io/rglvz since every time I try to upload them here (as any kind of text) I get that they have invalid HTML ( ?!?!?!?!?! )

I'm guessing that has something to do with the fact that we deleted all the workflows, permissions and screens from the Service Desk Projects but there must be a way to put them back as default, without losing all the other configuration of our Jira server, RIGHT?!



Thanks in advance! Sorry for all the edits! :(

[Marcos Sanchez · Accepted solution]

Hi!

Maybe you can refeer to this page:
https://confluence.atlassian.com/jirakb/how-to-install-jira-software-jira-service-desk-into-an-existing-jira-instance-849158594.html

As it explains in Case 4 (even if it's not your case), you can "Upload an application" in Administration -> Applications -> Versions & licenses page. To download the JIRA Service Desk that you want to install (and the one you have licensed) you can go here:
https://marketplace.atlassian.com/apps/1213632/jira-service-desk/version-history

Hope it helps!

Regards,
Marcos

[Julian Verela Taja]

Hi Marcos!

Thanks for your answer. The manually upload doesn't work. Gives the same error:

"An unexpected error occurred. Refer to the logs for more information."

[Marcos Sanchez]

Hi!

Then you should go to your atlassian-jira.log which is located in your jira-home/logs folder.

Also, as @Mark Markov said, check this article:

https://confluence.atlassian.com/adminjiraserver073/logging-and-profiling-861253813.html

If you can't find the problem/solution reading the logs by your own, please paste your log traces and we will try yo help you. :)

(Sorry for the edit)

You could also check this links from people who had similar problems like yours:

https://community.atlassian.com/t5/Jira-questions/Cannot-Install-JIRA-Service-Desk/qaq-p/685478

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Cannot-Install-JIRA-Service-Desk-on-Jira/qaq-p/761933

Regards,
Marcos

[Julian Verela Taja]

Awesome @Marcos Sanchez!! I was trying to clean the log a bit and upload the most relevant things (at least from my point of view... If needed maybe I should upload all of it?)

I will start reading the links you sent! Although I tried most of the stuff I found from people with the same issue and still, nothing worked, but maybe these ones do!

[Marcos Sanchez]

Hi Julian! 

I hope that one of these helps you!

Refering to the logs: 

I think that maybe if you paste all of it (in a code block) will be more complete to analize it. I know that maybe there are lots of lines but it will be better in order of having all log and all information.

Regards,

Marcos

[Julian Verela Taja]

It is not letting me upload the logs because of the:

"Your message was not accepted. Check for invalid HTML or try reposting as plain text."

(Y)

[Marcos Sanchez]

Hi,

I assume that you are trying to post is as code block as I said, so this could be the problem (absolutely my fault).

Try posting it as plain text...

Regards,
Marcos

[Julian Verela Taja]

Impossible to send in any of the formats, also as pasting like plain text... 

[Julian Verela Taja]

https://ufile.io/rglvz

[Marcos Sanchez]

Hi,

After reading the log errors about Service Desk I've been looking for something that could help you.

I found this link from someone that have the same log errors as you have:

• https://community.atlassian.com/t5/Jira-Service-Desk-questions/Still-having-problems-with-getting-the-Service-Desk-running/qaq-p/666394

On this link,the solution is the next one:

thank you for your help. I managed to get the SD running again. The tip with the pluginstate in the database helped. After updating the status of the plugins with the pluginstate ="false" to pluginstate="true" and deleting another time all the servicedesk related plugins from the "installed plugins"-Folder, I was able to reinstall the Service Desk and get it back running.

But I recommend to you to read all the entry because of some differences between your cases that you could find.

I'm not able to find anything else that can help you, I'm sorry about that.

Hope that the link helps.

Regards,
Marcos

[Julian Verela Taja]

@Marcos Sanchez THANKS! I will read and see if with that I can make the Service Desk work again!

[Julian Verela Taja]

This was the link that helped me!

https://confluence.atlassian.com/jirakb/service-desk-installed-but-not-enabled-found-dependent-enabled-plugins-for-plugin-800703376.html?_ga=2.205787987.1335306900.1529910575-1588952890.1515060119

I needed to run

select * from pluginstate;

 To see the "false" on the enabled plugins

                   pluginkey                   | pluginenabled
-------------------------------------------------+---------------
 com.atlassian.jira.jira-email-processor-plugin  | false
 com.atlassian.plugins.atlassian-chaperone       | false
 com.atlassian.plugins.atlassian-client-resource | false
 com.atlassian.pocketknife.api.commons.plugin    | false

 And afterwards, run the script to update the value to 'true'

update pluginstate set pluginenabled='true' where pluginkey='com.atlassian.NAME-OF-THE.PLUGIN!';

 Thank you very much for the help!!! :)

[Mark Markov]

Hello @Julian Verela Taja

You need atlassian-jira.log, it is located in your JIRA application home directory.

Also check this article:

https://confluence.atlassian.com/adminjiraserver073/logging-and-profiling-861253813.html

[Julian Verela Taja]

Thanks!!!   *EDIT: there was a long log here, now I'm getting the error that my comment has invalid HTML, so I uploaded it to https://ufile.io/rglvz * 

[Julian Verela Taja]

Thanks @Mark Markov I uploaded the file to https://ufile.io/rglvz

Hope that's the one!

[Mark Markov]

 Hmmm, check this 

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Still-having-problems-with-getting-the-Service-Desk-running/qaq-p/666394

It seems like your case.

[Julian Verela Taja]

Thanks!!!