Unable to start Service Desk

[Tobias Hansen]

Since the Upgrade to Jira Core 8.9.0, Jira Software 8.9.0 and Jira Service Desk 4.9.0 the Jira Service Desk won't start anymore. All plugins stay disabled, even the Jira Workinghours. Tried to fix the issue in our staging environment, but even uninstall and delete of all entries of service desk in the database didn't fix the issue. Jira is running on a linux debian distribution. I also thought it might be issues with permission on the plugins, but even that didn't do the trick.

Plugins for service desk or workinghours not even showing up in the pluginstate table. Plugins are available on the server under installed-plugins. We also raised the waittime to load the plugins. But all 18 plugins for Service Desk won't be loaded.

[Akhtaruzzaman SM]

Download and install is the best answer; I think.  Aktar

[Moses Thomas]

@Tobias Hansen  Pls provide the logs in the <jira_home_dir>/log/  

so  that we are able to  see  what is going on other wise we are blind  to help.

Kind regards,

Moses.

[Tobias Hansen]

I solved my issue. My problem was one plugin (com.atlassian.psmq) that was disabled (false) in the pluginstate table. Set it to "true" and my service desk is up and running.

[Tobias Hansen]

Well, Service Desk was up and running, but didn't work well. I could not create any project. What helped:

• Go to JIRA Admin > Application > Versions & licenses, and uninstall Service Desk from this page.
• You will get a popup with "Also remove my JIRA Service Desk configuration" automatically ticked. Keep this option ticked, and click on "Uninstall"
• Stop JIRA
• Run all these queries in the Database:
• Query to drop the Service Desk tables (the list of tables to drop might be different in your environment. If it is different, please adjust it with the list of tables you got from the Plugin data storage page):

DROP TABLE "AO_9B2E3B_RSETREV_USER_CONTEXT","AO_9B2E3B_WHEN_HAND_CONF_DATA",
"AO_9B2E3B_WHEN_HANDLER_CONFIG","AO_9B2E3B_THEN_ACT_EXECUTION",
"AO_9B2E3B_THEN_EXECUTION","AO_9B2E3B_IF_COND_CONF_DATA",
"AO_9B2E3B_IF_CONDITION_CONFIG","AO_9B2E3B_THEN_ACT_CONF_DATA",
"AO_9B2E3B_THEN_ACTION_CONFIG","AO_9B2E3B_IF_THEN","AO_9B2E3B_RULE",
"AO_9B2E3B_RSETREV_PROJ_CONTEXT","AO_9B2E3B_RULESET_REVISION",
"AO_9B2E3B_EXEC_RULE_MSG_ITEM","AO_9B2E3B_IF_COND_EXECUTION",
"AO_9B2E3B_IF_EXECUTION","AO_9B2E3B_IF_THEN_EXECUTION",
"AO_9B2E3B_RULE_EXECUTION","AO_9B2E3B_PROJECT_USER_CONTEXT",
"AO_9B2E3B_RULESET","AO_56464C_NOTIFICATIONRECORD","AO_56464C_APPROVER",
"AO_56464C_APPROVERDECISION","AO_56464C_APPROVAL",
"AO_0201F0_KB_HELPFUL_AGGR","AO_0201F0_KB_VIEW_AGGR",
"AO_0201F0_STATS_EVENT_PARAM","AO_0201F0_STATS_EVENT",
"AO_4E8AE6_NOTIF_BATCH_QUEUE","AO_4E8AE6_OUT_EMAIL_SETTINGS",
"AO_D530BB_CRAUDITACTIONDATA","AO_D530BB_CANNEDRESPONSEAUDIT",
"AO_D530BB_CANNEDRESPONSEUSAGE","AO_D530BB_CANNEDRESPONSE",
"AO_C7F17E_LINGO_TRANSLATION","AO_C7F17E_LINGO_REVISION",
"AO_C7F17E_LINGO","AO_C7F17E_PROJECT_LANGUAGE",
"AO_C7F17E_PROJECT_LANG_REV","AO_C7F17E_PROJECT_LANG_CONFIG",
"AO_54307E_CAPABILITY","AO_54307E_GROUPTOREQUESTTYPE","AO_54307E_GROUP",
"AO_54307E_CONFLUENCEKBENABLED","AO_54307E_CONFLUENCEKBLABELS",
"AO_54307E_EMAILCHANNELSETTING","AO_54307E_EMAILSETTINGS",
"AO_54307E_STATUSMAPPING","AO_54307E_VIEWPORTFIELDVALUE",
"AO_54307E_VIEWPORTFIELD","AO_54307E_VIEWPORTFORM","AO_54307E_VIEWPORT",
"AO_54307E_SERIES","AO_54307E_REPORT","AO_54307E_SLAAUDITLOGDATA",
"AO_54307E_SLAAUDITLOG","AO_54307E_SYNCUPGRADERECORD","AO_54307E_GOAL",
"AO_54307E_ASYNCUPGRADERECORD","AO_54307E_CUSTOMTHEME",
"AO_54307E_CONFLUENCEKB","AO_54307E_CUSTOMGLOBALTHEME",
"AO_54307E_METRICCONDITION","AO_54307E_THRESHOLD",
"AO_54307E_PARTICIPANTSETTINGS","AO_54307E_ORGANIZATION_MEMBER",
"AO_54307E_ORGANIZATION_PROJECT","AO_54307E_ORGANIZATION",
"AO_54307E_SUBSCRIPTION","AO_54307E_QUEUECOLUMN","AO_54307E_QUEUE",
"AO_54307E_OUT_EMAIL_SETTINGS","AO_54307E_TIMEMETRIC",
"AO_54307E_SERVICEDESK","AO_54307E_IMAGES";

• Queries to delete Service Desk upgrade history:

DELETE FROM propertytext WHERE id in (select id from propertyentry where entity_name like 'com.atlassian.servicedesk%' and propertytype='6');
DELETE FROM propertyentry WHERE entity_name LIKE 'com.atlassian.servicedesk%' and propertytype='6';

• Query to clear the pluginstate table:

DELETE FROM pluginstate WHERE pluginkey LIKE 'com.atlassian.jira%';

• Restart JIRA
• Download Service Desk 4.9.0 from here https://marketplace.atlassian.com/download/apps/1213632/version/1040090000
• Install it via the UPM by uploading the file : https://confluence.atlassian.com/upm/installing-add-ons-273875715.html#Installingadd-ons-Installingbyfileupload

After these steps I could start setting up Jira Service Desk.