Jira Service Management - Insight Asset Management

[Ghiath Al Khatib]

Hi Atlassian Support Team,

The combination of Jira Service Management and Insight Asset Management is not going great for us!

We had an early version of Insight when it was a third-party addon for Jira Service Desk. Things were great and we were extremely happy with both products.  Long story short, after Insight stopped working for us after a few months and this error started to show up "Something went wrong. Contact administrator" on the top right corner of the screen for users.

As this error was causing Service Desk to dysfunction, we decided to disable Insight and Service Desk started to work again. After the recent migration to Jira Service Management,  Insight became part of Jira and it started to cause the error mentioned above all over again. 

On top of that Jira Service Management stops working sometimes with the following message showing in the Applications tab "Jira Service Management is licensed but not currently installed". As it asks for the application to installed again, we decided to hit install button and go on with the process. But installation fails and the same error appears again. We traced the error back again to the Insight add-on.

We managed to get Service Management working again by truncating the pluginenabled table in the Jira database and restarting Jira. However, we need to have a stable version of Service Management preferably with a functioning version of Insight Asset Management.

Cheers

Ghiath

[Ghiath Al Khatib · Accepted solution]

I finally managed to fix the issue. After spending some time reading the error log, I traced back the issue to this error

The object 'fk_ao_8542f1_ifj_obj_attr_val_object_attribute_id' is dependent on column 'OBJECT_ATTRIBUTE_ID'.

I found the solution for the issue in a document named "Preparing for Insight Version 8.4" In short, our Insight has not migrated properly from version 7 to version 8 as it required manual changes to the database. Here are the steps to fix the issue:

SQL Server:
Before installation, query the database:

ALTER TABLE AO_8542F1_IFJ_OBJ_ATTR_VAL DROP CONSTRAINT
fk_ao_8542f1_ifj_obj_attr_val_object_attribute_id;

Install new Insight version.
After installation, query the database:

ALTER TABLE AO_8542F1_IFJ_OBJ_ATTR_VAL ADD CONSTRAINT
fk_ao_8542f1_ifj_obj_attr_val_object_attribute_id
FOREIGN KEY (OBJECT_ATTRIBUTE_ID) REFERENCES AO_8542F1_IFJ_OBJ_ATTR(ID);

MySQL:
Before installation, query the database:

ALTER TABLE AO_8542F1_IFJ_OBJ_ATTR_VAL DROP FOREIGN KEY
fk_ao_8542f1_ifj_obj_attr_val_object_attribute_id;

Install new Insight version.
After installation, query the database:

ALTER TABLE AO_8542F1_IFJ_OBJ_ATTR_VAL ADD CONSTRAINT
fk_ao_8542f1_ifj_obj_attr_val_object_attribute_id
FOREIGN KEY (OBJECT_ATTRIBUTE_ID) REFERENCES AO_8542F1_IFJ_OBJ_ATTR(ID);

After updating the database, I restarted Jira service and Insight started working again.

[Khuong Vu]

I upvote Ghiath Al Khatib answer, because it works for us for the most part.  For us, the only tweak is that (A) after running the 1st "alter table" command (using the MySQL version), (B) we restart our Jira instance.  (At this point our Jira's log says Insight upgrade is successful.  If we did no run the "alter table" command, we would have an "upgrade failed".)  (C) Then, we run the 2nd "alter table" command.

Perhaps, the reason we have to tweak the solution is because we have a slightly different setup than Ghiath's:

1. Like Ghiath's situation, we had installed Insight when it was a 3rd-party plugin.
2. We stopped using Insight in 2019, and had a hard time uninstalling it, but we managed to uninstall it.
3. In late October 2021, we had to upgrade Jira (from 8.7) to 8.20 due to a security issue (https://confluence.atlassian.com/security/cve-2021-42574-unrendered-unicode-bidirectional-override-characters-in-cloud-sites-1086420599.html)
   • With this upgrade, Insight came back to life even though we are not interested in it.
   • Because Insight came back to life, and caused an error "Something went wrong. Contact administrator", we disabled it.
     • However, disabling Insight caused the warning "Jira Service Management is licensed but not currently installed."
     • It was more than a warning, because our Jira Service Management projects behave like a business project.
     • We had to re-enable it.
     • Then, we found this solution by Ghiath.  Last but not least, thank you Ghiath.
     • PS:  Insight does not give us errors any more, but we don't have a license since we stopped using it in 2019.  Insight appears as grayed-out (i.e. disabled) in the manage apps page.

[Ghiath Al Khatib]

You are welcome Khuong. I'm glad the solution helped.

[Robert Wen_Cprime_]

Hello, Ghiath

Welcome to the Atlassian Community page.  If you want to talk directly to Atlassian Support, I recommend you go to https://support.atlassian.com/contact/#/

[Ghiath Al Khatib]

Thanks for the welcome Rebert. In fact, I thought I was sending a message to the support team when I filled this form :)