Error handling Service Desk issue and installation

[Daniel Carvalho]

Estamos encontrando erros no uso da ferramenta:
1 - Erro ao editar ou mover problemas;
2 - Erro ao instalar o Jira Service Desk, mesmo fazendo o upload do OBR ou com um aplicativo dentro do próprio aplicativo.

https://sge.cbhb.org.br/Jira_support_2019-07-02-21-10-09

[Andy Heinzer]

Hi Daniel,
I understand you are having a few different problems in regards to using Jira.  Thanks for posting the support zip, I was able to take a closer look at the errors there and I found both problems as you described.

The first problem appear to be the inability to move or delete issues from Jira. I found this error in the logs:

2019-06-28 03:12:43,270 IssueIndexer:thread-19 WARN anonymous [c.a.j.issue.index.DefaultIssueDocumentFactory] Error indexing issue CWEB-1320: Dropping 'customfield_10300'
com.atlassian.greenhopper.manager.lexorank.LexoRankIntegrityException: Expected exactly 2 rows; the maximum marker row and the lowest ranked row for rank field[id=10300]

This indicates that there is something corrupted within the Jira database in regards to the lexoranking system. This is the system that controls how issues get ranked in Jira Software. I would recommend walking through this KB to help Cannot reindex jira due to Expected exactly 2 rows the maximum marker row and the lowest ranked row for rank field

Right now we don't know if that custom field has 0, 1, 3 or more markers.  All we know is that it does not have the two expected markers needed to do ranking in Jira.  But following that KB can give us more information about the source of the problem and how to fix it.

As for problem #2, well that is a bigger problem to address.  I found in the logs this error:

2019-07-02 20:59:08,400 UpmAsynchronousTaskManager:thread-3 ERROR atendimento 259x1897x2 sujx19 191.249.175.30,127.0.0.1 /rest/plugins/1.0/installed-marketplace [c.a.s.b.lifecycle.server.ServerPluginLifeCycle] '2.5.0' version of Service Desk cannot be upgraded to '4.2.2-REL-0002'. Upgrade to '3.0.0' <= <version> < '3.2.0' first.
com.atlassian.servicedesk.bootstrap.lifecycle.server.UnsatisfiedVersionRequirementException: '2.5.0' version of Service Desk cannot be upgraded to '4.2.2-REL-0002'. Upgrade to '3.0.0' <= <version> < '3.2.0' first.

It would appear that your Jira site once had a Jira Service Desk 2.5.0 version at some point.  However it seems that Service Desk might have been uninstalled many versions ago and not upgraded until recently.  The problem is that you cannot directly upgrade service desk in this way.  That old data either needs to be upgraded in a proper method which entails upgrading first to a 3.0.x or 3.1.x version that has to happen between Jira 7.0.0 and 7.1.10 versions  OR you would have to drop that previous service desk data from the database as a means to work around this problem.   There is a much more comprehensive KB about this in After upgrading to JIRA Service Desk 3.2.x or greater, Service Desk project's navigation bar shows "Unable to render element due to an error".

If that service desk data is important, then it would require you to downgrade Jira to a version like 7.1.10 and then install a compatible version of Service Desk to get that data updated.  That isn't a simple task to do.  If that data is not important now, then I would suggest looking at some other customer comments from JSDSERVER-4732.  Other users have found that they can drop the Service Desk specific AO tables to get around this limitation / upgrade requirement.  Granted it does involve the loss of Service Desk specific features like SLAs, customer portals, etc.  However I believe it does not cause a loss of the Jira issue specific data.  

I would recommend creating a backup of your database before attempting either approach.  Please let me know if you have any questions about either problem here.

Regards,

Andy