Jira Service Desk Issues After Upgrading to 4.3

[Jon]

After upgrading to Jira Software 8.3 and Service Desk 4.3, we are seeing several issues:

1. Customers can no longer access the portal they previously had access to
2. E-mail requests are not being processed.  I tried removing the e-mail settings and recreating them, but it is not processing any incoming e-mails.  I have verified that the settings are correct and that there are unread e-mails in the Gmail inbox.
3. When trying to view the permission scheme, I see that a scheme is attached to the project, but when trying to edit those permissions, I get a blank screen.

I have tried uninstalling Service Desk and re-installing, but it did not work.

[Janice Dawley]

In case it helps, we had the same thing happen after upgrading to 4.3.1. The solution ended up being a manual database update of a column in the SERVICE_DESK table in Jira to make it use the NVARCHAR data type. Apparently there is a known bug with Jira not updating data types from VARCHAR to NVARCHAR if your database is Microsoft SQL, and the update to 4.3 for Service Desk was severely affected.

[Andy Heinzer]

Hi Jon,

I created a support request for this problem on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/3/SDS-43603

Please see that request as we are looking to gather some logs from your system to better help troubleshoot this problem.

Regards,

Andy

[David Edwards]

Hi, i cannot view the above link, i am also having issues with email processing after upgrading.

Is there any solution?

[Jon]

Hi David, that was a private link for my support case, but here is what ended up working for me:

1. Export a new XML backup and shut down Jira
2. Back up your existing Jira database.
3. Create a new, empty database for Jira (see Connecting Jira applications to SQL Server 2017 for specific requirements)
4. Connect Jira to your new database by editing the dbconfig.xml file in the "[Install Directory]\Application Data\Jira" folder
5. Start up Jira - you will have to go through the initial startup screens again.
6. Import the XML backup file you created in step 1 - it should show you the folder from where you should import the file.  Mine was C:\Program Files\Atlassian\Application Data\JIRA\import

This takes a little time, so be patient.  It was very worth it to us!