Service Management does not show in the applications left menu

[Patricia Bascom]

Good Afternoon all,

I have a disconnected network that is running Jira Data Center 9.12 and Service Management 5.12.  both have current licenses.  The user states that the Service Management menu is not showing under applications.  We should be seeing JIRA SERVICE MANAGEMENT in the left menu when in the applications tab and we are not.  Can anyone suggest where to look in the logs?  I can't send logs from that system.  I have uninstalled and reinstalled Service Management and that didn't correct the issue.

Thank you

Tricia B

[RMahajan]

 Hi @Patricia Bascom ,

You may want to investigate the following areas and logs to troubleshoot the issue, these steps might help you identify potential issues:

1] Check Application Access:

Make sure the logged-in user has the necessary permissions to view Jira Service Management. Verify the application access settings in "Jira Settings" > "Applications" and confirm that the user has access to Jira Service Management.

2] Verify Jira Service Management Installation:

Confirm that Jira Service Management is properly installed. In the Jira administration interface, go to "Manage Apps" > "Manage Applications" and check that Jira Service Management is listed as an installed application.

3] Check License:

Ensure that Jira Service Management has a valid and active license. In the Jira administration interface, navigate to "Jira Service Management" > "Applications" > "Versions & licenses," then review the license details.

4] Review Application Links:

Verify that there are no issues with the application links between Jira Core and Jira Service Management. Navigate to "Jira Settings" > "Products" > "Application Links," then confirm that the application link between both products is properly configured.

5] Review JIRA Service Management Logs:

Examine the logs for any errors or warnings related to JIRA Service Management in the <JIRA_Home>/log directory, particularly in files like atlassian-jiralog and catalina.out (if applicable).

6] Check Browser Console: 

Inspect the browser console for any errors when accessing the Applications tab.Open the browser's developer tools (usually F12 or right-click and select “Inspect”) and go to the “Console” tab.

7] Reindex Jira:

Perform a Jira reindex to ensure that the indexes are up-to-date. In the Jira administration interface, navigate to "System" > "Advanced" > "Indexing" and initiate a full reindex.

8] Look for Java Exceptions:

Examine the atlassian-jira.log file for any Java exceptions related to Jira Service Management. Exception messages can often provide clues about what might be causing the issue.

9] Check Browser Compatibility:

Verify that the browser being used is compatible with Jira Service Management. Attempt to access Jira from a different browser or clear the browser cache.

Hope it will help!

Regards,
RMahajan

[Patricia Bascom]

RMahajan,

Thank you for all the hints.  I'm not seeing anything in the logs and everything else looks to be set correctly, users have access, it is installed with a current licnese.  We are thinking there may have been something that went wrong with the upgrade to JIRA 9.12 for 9.4.  The users aren't even sure if it was working then.  So we are going to upgrade to 9.13.1 next week when we have a scheduled upgrade planned already.

Tricia