I can't install Service desk after Jira Core upgrade

[AnatoliyG]

Hello! I've upgraded Jira Core to 7.10.1. At first i tried to install Service desk from Application Settings by pressing a button install. I've got an error message. Then i deleted from installed plugins directory all files with name containing "service desk" and all files from .bundled-plugins and .osgi-plugins directory, but i've got the same message.

here is a link to file, where is a part of atlassian-jira.log file

https://itlc.ru/servicedeskstart.log

[Andy Heinzer · Accepted solution]

1. What version of Jira did you upgrade from? 
2. Did you have Service Desk installed at any time for this previous Jira version(s)?

I understand you installed Core to 7.10.1, but if you had Service Desk on an earlier version, it is possible that you cannot upgrade directly to the latest version in order to upgrade that data.  

The log you posted shows that the service desk plugin is failing to start up, but it is still unclear as to why.  There are steps we can take to try to get that to start again, but we should first understand if there is an expectation that this version of Service Desk can upgrade your existing data or not before we do anything else.

[AnatoliyG]

Yes, i've installed Jira Core 7.10.1.

I had Service desk on previous installation, but i am not sure what version. I think i had Jira Core 6.4 version.

If I understand your question, i need my data )))

[AnatoliyG]

If it can help you here is ZIP file, generated from Jira Support System

https://itlc.ru/JIRA_support_2018-06-19-17-33-50.zip

[AnatoliyG]

Oh, sorry! I had Jira 7.6.2. I have found previous installer!

[Andy Heinzer]

If you had Jira Service Desk on an older version, such as 2.5.x back with Jira 6.4, then there is a problem here.  Your Jira database likely contains old database records from this previous service desk installation.   The only way to upgrade those old records is to first install a Jira Service Desk version between 3.0.0 and 3.1.x.  The problem with that is you can only install those versions with Jira 7.0.0 -7.1.x versions.

Looking at your upgrade history, it looks like you completely skipped those versions of Jira Core:

___ Upgrade History _______________________
    
         7.10.1#710001
              Time Performed                                : 2018-06-19 12:11:46.585
              Original Version                              : 7.6.2#76004
    
         7.6.2#76004
              Time Performed                                : 2018-01-05 01:52:48.773
              Original Version                              : 7.4.0#74002
    
         7.4.0#74002
              Time Performed                                : 2017-07-02 04:31:19.641
              Original Version                              : 6.4.12#64027
    
         6.4.12#64027
              Time Performed                                : 2015-12-25 13:27:28.0
              Original Version                              : 6.2.7#6265

We have a more comprehensive KB on steps you can take to try to downgrade Jira to a version such as 7.1.9 where you can then install a compatible service desk to upgrade your old data, please see After upgrading to JIRA Service Desk 3.2.x or greater, Service Desk project's navigation bar shows "Unable to render element due to an error".  But those steps are not ideal to follow.

If you do not want the old Service Desk configuration settings, it might be possible instead to drop those specific Service Desk tables from your database in order to eliminate the old data.   There are user comments on the ticket https://jira.atlassian.com/browse/JSDSERVER-4732 that indicate steps you can take to do this, if that old Service Desk data is not important in your case. If you do this, please take a database back before you attempt this and shutdown Jira before making any direct changes to your database.  It's not officially supported by Atlassian, but I have had other users report that this has helped them avoid trying to downgrade here.   Those steps don't actually remove Jira issues from the database, it really just removes all the Service Desk configuration settings.

After you have resolved this part, either by the downgrade or the removal of the old AO_ tables in question, I also found your install has an old plugin that can cause problems:

         querydsl-4.0.7-provider-plugin                : com.atlassian.querydsl.plugins.querydsl-4.0.7-provider-plugin
              Version                                       : 1.1
              Status                                        : enabled
              Vendor                                        : Atlassian
              Description                                   : This plugin provides QueryDSL 4.0.7.
    
         querydsl-4.1.4-provider-plugin                : com.atlassian.querydsl.plugins.querydsl-4.1.4-provider-plugin
              Version                                       : 1.0
              Status                                        : enabled
              Vendor                                        : Atlassian
              Description                                   : This plugin provides QueryDSL 4.1.4.

The latest versions of Service Desk need the 4.1.4 version of this querydsl, but should not have that 4.0.7 version of that plugin.  While Jira is stopped, go into your $JIRAHOME/plugin/installed-plugins/ folder and remove the 4.0.7 version of that jar file from this folder.  This should help keep Jira from trying to use this old version of this plugin.

Once this is done, try to reinstall service desk from that applications page.  If it still does not start, I'd be interested to see updated logs to see what happens next.

[AnatoliyG]

As I understood it is no necessity to downgrade Jira, because previous version was 7.6.2. Sorry again for my mistake!

I deleted 

querydsl-4.0.7-provider-plugin 

But i have the same result...

Zip file:

https://itlc.ru/JIRA_support_2018-06-19-19-25-34.zip

Is there some any log files that can help you to discover my problem??

[Andy Heinzer]

I don't know if you have actually had a prior service desk install here or not.  If you did not, then you don't need to downgrade.

So we can try to continue getting this version to work, but if it turns out you had an older service desk here at some time in the past, we will need to address that old data at some point.

In the logs I found this plugin disabled:

         JIRA Working Hours Plugin                     : com.atlassian.jira.plugins.workinghours
              Version                                       : 3.13.1-REL-0006
              Status                                        : disabled
              Vendor                                        : Atlassian
              Description                                   : JIRA Working Hours Plugin

This plugin is required in order for Jira Service Desk to be able to load up on start up.   I recommend the following:

1. Stop Jira
2. Run the SQL query   
   

   select * from pluginstate;

   This table holds records of all plugins that are disabled by Jira.   In this case, we would want to delete the record from this table that contains this 'workinghours' plugin entry.   If you have any other entries in this table that contain the terms 'servicedesk' you should remove those records as well.
3. Then start Jira again

This should let the Service Desk plugin start up when Jira starts.   If you are unsure of the SQL command to remove those records, please let me know what results you get back from that select statement, and in turn I can help with the sql sytnax needed to remove this flag in the database for these disabled plugin(s).

[AnatoliyG]

Bingo!!! It works!! Deleting rows helped me! Andrew, great thanks to you!!! 

[David Gordon]

Hi Andrew

I have what I think is an identical problem to Anatoiy.

When I run the SQL I get the following

pluginkey pluginenabled
com.eazybi.jira.plugins.eazybi-jira:eazybi.home_link false
com.onresolve.jira.groovy.groovyrunner:bh-issuePluginResources false
com.atlassian.servicedesk false
com.atlassian.servicedesk.approvals-plugin false
com.atlassian.servicedesk.plugins.automation.servicedesk-automation-modules-plugin false
com.atlassian.servicedesk.plugins.automation.servicedesk-automation-then-webhook-plugin false
com.atlassian.servicedesk.plugins.servicedesk-search-plugin false
com.atlassian.servicedesk.project-ui false
com.atlassian.servicedesk.public-rest-api false
com.atlassian.servicedesk.servicedesk-knowledge-base-plugin false
com.atlassian.servicedesk.servicedesk-lingo-plugin false
com.atlassian.servicedesk.servicedesk-notifications-plugin false
com.atlassian.servicedesk.servicedesk-reports-plugin false
com.atlassian.servicedesk.application false

Does the above mean I I should remove all lines from line 4 onwards  (com.atlassian.servicedesk false) and could you confirm the SQL statement I could use?

Many thanks 

Regards

Dave 

[Andy Heinzer]

Hi Dave,

Yes, I would say that having any of these 'com.atlassian.servicedesk' plugins on this table with a 'false' value would keep service desk from being able to start up when jira starts.

The SQL can vary slightly depending on what flavor of SQL you are using with Jira (ie Oracle, MS SQL, postgres, mysql for examples of supported databases Jira can use). 

However I think you could use a SQL command such as

delete from pluginstate where pluginkey like '%com.atlassian.servicedesk%';

I believe this would remove all the entries from that table that match that pluginkey of your results, at least within postgresql.  The sql syntax might be different for other databases.

I would recommend that you stop Jira before doing this, and that you create a database backup for running any SQL commands that make changes like this just to be safe.

[Henrik Gerdtsson]

Thank you.
Deleting the servicedesk entries in the database solved the issue for me. All the plugin files where present in the installed-plugins catalog. Once I deleted the entries in the database Jira could find them and Jira Service Mangader appeared as installed in the UI.