не устанавливаетс jira service desk

[Сисадмин Юрайт]

Добрый день при попытке установки, зависает и сбрасывает процесс установки

[Andy Heinzer]

Hi,

Sorry to hear that you're having this installation problem with Service Desk.  I have created a support case on your behalf at https://getsupport.atlassian.com/servicedesk/customer/portal/3/SDS-41011

We have requested some of Jira's logs from your system so that we can better understand the source of the problem here.  With this information, I am confident that we can better assist you with solving this problem.

Regards,

Andy

[Сисадмин Юрайт]

Hi,

send support zip https://dropmefiles.com/TwDxf

[Andy Heinzer]

Hi,
I found a couple of problems with these logs.

Your Jira site is using the built in H2 SQL database. This is not supported for a production environment, it is only intended to be used to demo the product. I would strongly suggest that you migrate this to a supported database such as Postgresql 9.3.x -> 9.6.x version. Steps to do this are in Switching databases.

I don't expect that this step will fix the problem here, but it might be necessary to do this so that we can make direct changes to the SQL database as means to further troubleshoot this problem.

I can also see that you have a number of plugins that are failing to start up in Jira on start up.

___ FAILED PLUGIN REPORT _____________________

1 plugin failed to load during JIRA startup.

'com.atlassian.servicedesk.public-rest-api' - 'JIRA Service Desk Public REST API Plugin' failed to load.
Cannot start plugin: com.atlassian.servicedesk.public-rest-api
Unresolved constraint in bundle com.atlassian.servicedesk.public-rest-api [173]: Unable to resolve 173.0: missing requirement [173.0] osgi.wiring.package; (osgi.wiring.package=com.atlassian.servicedesk.api) [caused by: Unable to resolve 164.0: missing requirement [164.0] osgi.wiring.package; (osgi.wiring.package=com.atlassian.jira.plugins.workinghours.api.calendar) [caused by: Unable to resolve 110.0: missing requirement [110.0] osgi.wiring.package; (osgi.wiring.package=com.atlassian.servicedesk.plugins.base.internal.api.cache)]]

It was loaded from /var/atlassian/application-data/jira/plugins/installed-plugins/jira-servicedesk-public-rest-api-plugin-3.6.2-REL-0004.jar
16 plugins are unaccounted for.
Unaccounted for plugins load as artifacts but fail to resolve into full plugins.

'com.atlassian.servicedesk.plugins.automation.servicedesk-automation-modules-plugin' - 'Service Desk Automation Modules Plugin' is unaccounted for.

It was loaded from /var/atlassian/application-data/jira/plugins/installed-plugins/servicedesk-automation-modules-plugin-3.6.2-REL-0004.jar

And more.

2019-03-20 03:05:57,347 JIRA-Bootstrap ERROR [c.a.p.osgi.factory.OsgiPlugin] Detected an error (BundleException) enabling the plugin 'com.atlassian.servicedesk.public-rest-api' : Unresolved constraint in bundle com.atlassian.servicedesk.public-rest-api [173]: Unable to resolve 173.0: missing requirement [173.0] osgi.wiring.package; (osgi.wiring.package=com.atlassian.servicedesk.api) [caused by: Unable to resolve 164.0: missing requirement [164.0] osgi.wiring.package; (osgi.wiring.package=com.atlassian.jira.plugins.workinghours.api.calendar) [caused by: Unable to resolve 110.0: missing requirement [110.0] osgi.wiring.package; (osgi.wiring.package=com.atlassian.servicedesk.plugins.base.internal.api.cache)]]. This error usually occurs when your plugin imports a package from another bundle with a specific version constraint and either the bundle providing that package doesn't meet those version constraints, or there is no bundle available that provides the specified package. For more details on how to fix this, see https://developer.atlassian.com/x/mQAN

Which tell us that

When your plugin declares a package import, at runtime it must find another OSGi bundle that exports a compatible version (according to the specified version constraints) of the same package. If such a bundle can’t be found, the plugin will fail to load.

Next steps:

1. Migrate database to a supported platform per Switching databases
2. Stop Jira
3. Go to $JIRAHOME/plugins/installed-plugins/
4. Move the contents of this directory to a new temp directory outside the JIRAHOME.  Don't delete the directory itself, Jira needs to see it exists on startup.
5. Start Jira again

This will start Jira without any user plugins.  In turn this can help us to clear out a table in the Jira database that can flag plugins as being disable.  I suspect that you might have one or more dependency plugins that are flagged as disabled in the pluginstate table of your Jira database.

Once this step is complete, I would be interested to see if you can then install Jira Service Desk via the Versions and Licenses page. You would also need to reinstall Jira Software on that page if you use that. More over, you would need to reinstall all the other plugins you use here. I recommend doing this via the UPM in Jira. ( Cog Icon -> Add-ons -> Find new add-ons), this method will allow you to install only compatible versions of these plugins for your specific Jira Version.

Try these steps.
If you're still getting the same error, I would like to see updated logs from a fresh support zip to further diagnose this problem.

It would also be helpful to see if you can run the following SQL command and return to us the results.

select * from pluginstate;

Thanks,

Andy

[Сисадмин Юрайт]

hi, after installing postgresql and enabling SD plugins installed, but now when you create a project gives an error - hmm... we couldn't create your project due to an unknown error

[Andy Heinzer]

@Сисадмин Юрайт Could we see an updated support zip or the atlassian-jira.log file entries immediately after recreating this project creation error?

[Andy Heinzer]

Just to followup, I suspect that you could be affected by a known bug in JSDSERVER-5545

In some versions of Service Desk, this error could happen when the system language was set to Russian or a few other languages.  This is something that was fixed in the versions 3.9.6, 3.10.4, 3.11.4, 3.13.0  and higher.   If I recall you were using a version of 3.6.2.  So upgrading to one of those versions or higher listed above can fix this problem.

If you cannot upgrade at this time, the alternative workaround was to set the system language for Jira back to English temporarily and then create the project.  Once created, you can change the system language back again.

[Сисадмин Юрайт]

Ок. its a job. tiket closed. thank u so much

[Angélica Luz]

Hi Alexandr,

Thanks for reaching out to Atlassian Community.
I see that you have two licenses, one for Jira Software and other for Jira Service Desk.
This SEN number that shows on the screenshot is for Jira Software which has expired on February 1st.
There is another SEN number that is specific for Jira Service Desk, it ends with SEN-XXXXX729. Please check your subscriptions and copy/paste the license key for you to be able to install Jira Service Desk.

If you face any issue, please let us know.

Regards,
Angélica

[Сисадмин Юрайт]

hi, even the demo is not installed, despite the fact that the empty jira service desk is installed, but as soon as I roll the backup, the service desk application disappears.

[Angélica Luz]

Hi, just to make sure that we are on the same page, when you say roll the backup it means an import?
Are you installing Service Desk before creating a new backup?

[Сисадмин Юрайт]

1. my version 7.4.2 I install service desk on it and get a positive result. 2. I have a server with tasks on which I cannot establish service desk, I do imort (backup) and I try to restore on the server on which already established service desk after restoration service desk shows to establish and at attempt to establish gives an error