We frequently see this message when users utilize either the Jira Core or the Jira Software installation package to do an upgrade. These don't natively contain the updated service desk installer.
If you used the Jira Service Desk installation file for this version, and you still see this error, it tends to indicate that Service Desk could not start up as expected.
I would recommend trying these steps:
- Stop Jira
- It's possible you have old plugin versions that could cause problems with loading this Jira Software plugin on start up. Navigate to $JIRAHOME/plugins/installed-plugins/ and move all the files in this directory to a temp folder outside the JIRAHOME directory
- It's possible there are other system plugins that could have been disabled on a database level, you can clear these with a command in SQL like this:
truncate table pluginstate;
- Start Jira
- Return to the Cog Icon -> Applications -> Versions and licenses. From this page you can then attempt to install the latest service desk with the "Try Service Desk" button.
If this works, then you can use the UPM in Jira to reinstall/update all the previous plugins you need with Jira. By using the UPM's Find add-ons feature, you can be more certain that you won't install an incompatible plugin for Jira here.
If you follow these steps and Service Desk is still not installed/working, I would like to take a closer look at your $JIRAHOME/log/atlassian-jira.log file from this time to better understand why that plugin/add-on might not be loading up in Jira on startup.
Also, what version did you upgrade from?
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