JIRA Service Desk Configuration missing

[calvinmichel]

We have an existing JIRA Software installation on-premise and we installed a trial of Service Desk.  When the trial ended, we uninstalled Service Desk, as the expired trial was impacting regular usage of JIRA Software.  

We purchased the startup licenses for Service Desk and reinstalled 3.9.4, but I don't see the JIRA Service Desk Configuration under Settings > Applications.  Also, when I create a new project, Service Desk is not an option - Only Software and Business. 

[Shannon S]

Hi Calvin,

Let's see if we can get you up and running quickly on Jira Service Desk!

Could you go to Versions & Licenses menu and let me know if you have any Service Desk options there?

Have you tried stopping and restarting Jira to see if you're able to recover the JSD installation?

Regards,

Shannon

[calvinmichel]

I have stopped and started JIRA and under Versions and Licenses I see the JIRA Service Desk installation with 3 agents.

But on the left pane, the JIRA Service Desk Configuration link is not there.

[Shannon S]

Hello Calvin,

Thank you for sharing that screenshot. Upon investigation, I discovered you reported the issue in the Support queue as well, and my colleague Andy has sent you a reply.

In this case, let's leave the investigation part on the Support side, since they are able to obtain your logs in order to look deeper into this issue. It's definitely an issue we've seen in the past, particularly with uninstalling a trial of JSD and re-installing later at a different version.

With your support zip and logs that you send to the support case, we'll be able to work on a solution for you.

Thank you for your understanding.

Regards,

Shannon

[Pirkka Palmumäki]

Hi!

We have run into similar problem. Was there any solutions to this problem?

[Shannon S]

Hello @Pirkka Palmumäki,

I've reviewed Calvin's support ticket, and here is the summary of how the issue was resolved:

Upon inspecting Calvin's log files, we found the following bug: 

• JSDSERVER-5415 Jira Service Desk doesn't install successfully after having uninstalled it previously. 

Reinstalling didn't work for Calvin, so he was able to confirm that Marketplace connectivity wasn't an issue, and we had him try to upgrade UPM. 

Once that was complete, he then downloaded Jira Service Desk manually, and then went to Jira administration > Applications > Versions & licenses and clicked on Upload an application to upload this file from the local machine to Jira.

I would recommend trying the same, and if you still encounter any problems, you can report the issue to Jira Server Support or raise a new question here on Community and we can have a look.

Let me know if you have any trouble!

Regards,

Shannon

[Pirkka Palmumäki]

Hi @Shannon S 

actually we overcame the issue by inserting the JSD license upon backup restoration. This might help others aswell.

BR,

Pirkka

[Shannon S]

Oh, that's great, thank you for sharing, Pirkka!

Take care, and have a pleasant weekend.

Regards,

Shannon