Service Desk Installed, But Not Available Anywhere

[Matt Baker]

We previously had an issue with our JIRA plug-in manager which we have resolved and all plugins apart from Service Desk have resumed working correctly. We have uninstalled and reinstalled Service Desk, but we do not have any access to our portal or any assess from within JIRA to configure it. Our Portal currently returns a 404. Our JIRA instance says that Service Desk is installed but we have no options available to configure it.

Any ideas on how we could begin to diagnose this?

The issue with our plugin manager turned out to be proxy related (now fixed) which prevented safe mode being turned back off - disabling all plugins. Everything's enabled now, but service desk only seems to be half there.

Edited - originally thought I was raising a support ticket, not a forum post - so slightly more context added, etc.

[Julien Rey · Accepted solution]

Hey @Matt Baker

It is possible that you are running into the bug https://jira.atlassian.com/browse/JSDSERVER-5415, since you have uninstalled then re-installed Service Desk. This bug only applies if you are using Service Desk 3.8.1 or higher.

Basically, if Service Desk is installed and then uninstalled, the "working hours" plugin gets disabled, which prevents Service Desk from being properly activated when it's re-installed.

In the JIRA logs, should you see an error like:

 ___ FAILED PLUGIN REPORT _____________________
 
 13 plugins failed to load during JIRA startup.
 
 'com.atlassian.servicedesk.servicedesk-notifications-plugin' - 'Service Desk Notifications Plugin' failed to load.
 Application context initialization for 'com.atlassian.servicedesk.servicedesk-notifications-plugin' has timed out waiting for (|(&(objectClass=com.atlassian.servicedesk.api.ServiceDeskService)(objectClass=com.atlassian.servicedesk.api.ServiceDeskService))(&(objectClass=com.atlassian.servicedesk.api.customer.CustomerContextService)(

.......

'com.atlassian.jira.plugins.workinghours' - 'JIRA Working Hours Plugin' is unaccounted for.
 
 It was loaded from D:\JIRAHome\plugins\installed-plugins\jira-workinghours-plugin-3.13.0-REL-0004.jar

And if you run the following query in the database, you should see that workinghours is disabled:

select * from pluginstate;

Can you check if the bug applies to you (based on the logs and the pluginstate table), and if so, try the workaround from the bug report?

[Matt Baker]

Thanks for the suggestions. The working hours plugin was indeed disabled. I enabled this, and it improved slightly, but still not working properly.

Instead of a 404, HTML is now returned but wrapped in a JSON object. Very strange.

I looked at the pluginstate table (based on @Cristian Rosas [Tecnofor] linked suggestion) and there are far fewer service desk plugins listed for me than in the other thread.

I assume I need to get these remaining plugins installed - any ideas how?

Thanks!

[Matt Baker]

Actually - I'm told it now works. Something changed overnight (server reset perhaps) but enabling the WorkingHours plugin was the last thing I did so I'm assuming that fixed it :) Thanks!

[Julien Rey]

@Matt Baker that's excellent news! Thanks for letting us know :) 

[Cristian Rosas [Tecnofor]]

Hi Ralph,

One of our customers had a similar incident with the instance of one of their customers. We could resolve it easily with this link:

https://community.atlassian.com/t5/Jira-questions/Service-desk-not-installed/qaq-p/615069

If this is not enough, we would need to see the log, but Atlassian support will probably be faster than us.