Unable to "opt in" to the new Service Desk portal design

[Megan Makowiecka]

We recently upgraded to Service Desk 4.5.2 and want to use the new portal design mentioned here; https://confluence.atlassian.com/servicedesk/a-stylish-new-portal-for-jira-service-desk-server-and-data-center-customers-963663645.html.

However, I'm unable to find the location of "opt in" within the desk from the guide.

Does anyone know how I can get this setup?

[Saarvaani Vadlamani]

I see the same issue after upgrading to version 4.5.2. We could enable this feature by adding "sd.customerportal.customization.enabled" as a dark feature. But adding this will change the look, does not give an option to opt in.

Thanks,

Vaani

[Angélica Luz]

Hello Megan,

Welcome to Atlassian Community!

Just for us to better understand and help you with this issue, can you please let us know what do you see when you go to:

• beside the Customer channel icon in the right-hand navigation
• beside the Customize button in the help center view.

If possible, send us a screenshot. 

On those pages, you should see the option to opt-in for the new portal.

Regards,
Angélica

[Megan Makowiecka]

Hi Angélica

Please find below my screenshots.

I'm not seeing any options to "opt in".  

Also noting that I'm an overall admin within our instance.

Thanks
Megan

[Angélica Luz]

Thank you for the details!

If you go to Project settings > Portal settings > View and customize, does it show any different options?

Also, you can check if the flag that disables this feature was added to the Dark Features. To fix the error, you can follow the steps below:

1. Navigate to <JIRA URL>/secure/admin/SiteDarkFeatures!Default.jspa
2. Enter your admin credentials when prompted
3. Check if the flag sd.customerportal.customization is enabled. If so, remove the flag and try to enable the new looking again.

[Megan Makowiecka]

Here is the view I'm seeing from the portal.

I also confirmed that sd.customerportal.customization is NOT in the Dark Features.

[Angélica Luz]

Thank you for the screenshot and tests @Megan Makowiecka and @Saarvaani Vadlamani.

If you manually add the feature to the list it will work the same as the opt-in, but maybe it won’t work if the upgrade tasks never installed the required repositories. If it fails, it will trigger an error stack in the logging that could point to the missing package.

The next steps to better investigate the issue are:

Test in safe mode in order to check if there is a plugin blocking it:

• Disabling or enabling all apps (using Safe Mode)

Check the logs to find if there were any upgrade failures.

• Logging and profiling

Run a DB query to get the upgrade tasks data:

SELECT * FROM "AO_54307E_SYNCUPGRADERECORD";

Check in the database if the module that allows the customization is disabled:

SELECT * FROM pluginstate;

There are many things that may be causing this, so we need to test until we find what is happening in this case, since we tested the same version and it works. 

When you get back with the results, we will check and if necessary we will send more information and tests until we find the root cause and the resolution.

[Megan Makowiecka]

Thanks for the help.

Looks like Service Desk didn't get upgraded properly. How would you recommend proceeding so that we can fix this?

[Angélica Luz]

I see that you created a ticket with our support about this issue, so now let's wait for them to check.

One thing that they will probably ask is the support zip, so please create it and add to the ticket already so once the support engineer checks the ticket they will already investigate the logs.

- Create a Support Zip