service desk not started after jira restart

[Nikos Michailidis]

Hello ,

Jira service desk has become a normal project.

After checking the logs it seems that after a JIRA restart the service desk app coudn't start. 

Here's the log:

*********************************************************************************
JIRA ServiceDesk v3.1.9 #DevVersion built 2016-06-24T05:47:22.996+03:00 - Starting initialisation...
*********************************************************************************

2018-06-27 08:40:24,987 JIRA-Bootstrap INFO [c.a.servicedesk.bootstrap.lifecycle] Checking licensing...
2018-06-27 08:40:25,315 active-objects-init-JiraTenantImpl

{id='system'}-0 DEBUG anonymous [c.a.activeobjects.osgi.TenantAwareActiveObjects] bundle [com.tempoplugin.tempo-teams] created ActiveObjects
2018-06-27 08:40:25,316 active-objects-init-JiraTenantImpl{id='system'}

-0 DEBUG anonymous [c.a.activeobjects.osgi.TenantAwareActiveObjects] bundle [com.tempoplugin.tempo-plan-core] creating ActiveObjects
2018-06-27 08:40:25,794 JIRA-Bootstrap INFO [c.a.servicedesk.bootstrap.lifecycle] Checking for add on downgrade...
2018-06-27 08:40:25,841 JIRA-Bootstrap INFO [c.a.servicedesk.bootstrap.lifecycle] Initialising ActiveObjects support and running AO upgrade tasks...
2018-06-27 08:40:25,845 JIRA-Bootstrap DEBUG [c.a.activeobjects.osgi.ActiveObjectsServiceFactory] getService bundle [com.atlassian.servicedesk]
2018-06-27 08:40:29,069 JIRA-Bootstrap INFO [atlassian.servicedesk.lifecycle]

*********************************************************************************
JIRA ServiceDesk v3.1.9 #DevVersion built 2016-06-24T05:47:22.996+03:00 - Startup has failed with an unexpected problem. It is unsafe to proceed.
*********************************************************************************

2018-06-27 08:40:29,071 JIRA-Bootstrap ERROR [c.a.servicedesk.bootstrap.lifecycle] Unable to enquire table names available in the system
java.lang.RuntimeException: Unable to enquire table names available in the system
at com.atlassian.pocketknife.internal.querydsl.DefaultSchemaProvider.tableColumnNames(DefaultSchemaProvider.java:182)
at com.atlassian.pocketknife.internal.querydsl.DefaultSchemaProvider.access$300(DefaultSchemaProvider.java:22)

.

.

.

.

at net.sourceforge.jtds.jdbc.JtdsDatabaseMetaData.getColumns(JtdsDatabaseMetaData.java:422)
at org.apache.commons.dbcp2.DelegatingDatabaseMetaData.getColumns(DelegatingDatabaseMetaData.java:202)
at org.apache.commons.dbcp2.DelegatingDatabaseMetaData.getColumns(DelegatingDatabaseMetaData.java:202)
at com.atlassian.pocketknife.internal.querydsl.DefaultSchemaProvider.findColumnNames(DefaultSchemaProvider.java:188)
at com.atlassian.pocketknife.internal.querydsl.DefaultSchemaProvider.tableColumnNames(DefaultSchemaProvider.java:176)
... 75 more
2018-06-27 08:40:29,086 JIRA-Bootstrap INFO [atlassian.servicedesk.lifecycle]

*********************************************************************************
JIRA ServiceDesk v3.1.9 #DevVersion built 2016-06-24T05:47:22.996+03:00 - We are now in an indeterminable state.
*********************************************************************************

Any ideas?

Can I or should I try to start it now?

If possible how can be done?

Thanks,

Nikos

[Andy Heinzer · Accepted solution]

From this information, the logs are telling us that Jira has started, but Jira Service Desk has not.   From what I can see, it looks like Service Desk was unable to query specific tables in the Jira database that it needs in order to start up correctly.  This is very strange, since if there was a permissions problem with the user account Jira  is using, Jira itself would not start, much less Service Desk.

It's possible that there was a brief network interruption when Jira was starting up.  Long enough to cause Service Desk to fail, but short enough for Jira itself to recover.

I would recommend trying to restart Jira once to see if this corrects the problem.    If I am correct, Service Desk should recover.

If it does not recover, then I'd like to see if the startup logs for Jira record the same error, or a different one.  It's also possible that Service Desk is being unable to startup due to a system plugin that has been disabled.  One way to check for this is to run the following SQL query against the Jira database

select * from pluginstate;

This will list all the plugins in Jira that are set to be disabled.

[Nikos Michailidis]

Thank you for your answer Andrew!

Before we proceed with Jira restart, I'd like to ask one more question.

In our current state is there a way to start just the Jira Service Desk without restarting JIRA itself? And if there is, is it recommended?

[Nic Brough -Adaptavist-]

Service Desk is effectively a part of Jira when it's been installed, it's not an independent process.

You could try disabling it from "manage applications" and then re-enabling it, but that will not clear caches, reload classes or anything else that Jira and Tomcat are doing for it, so it's unlikely to have much effect.

[Nikos Michailidis]

Problem solved with restart. Thank you!