Can't Install JIRA Service Desk on Jira Core 7.4.0

[Sergio Martínez Iruela]

Good Morning.

We can't install our Jira Services Desk License in the Jira Software 7.4.0 installation. We use Jira Core 7.4.0.

The installation button is not present in administration > Applications > Versions & licenses page.

After reading this article:

https://confluence.atlassian.com/jirakb/how-to-install-jira-software-jira-service-desk-into-an-existing-jira-instance-849158594.html

And try "Case 4", downloading jira-servicedesk-application-3.6.0.obr (for Core 7.4.0), the installation window never ends successfully.

No error is displayed and the plugin is not available.  
We have restarted the system and the problem persists.

Please ¿can you help us?

Thanks!

[miikhy]

Hola Sergio!

Welcome on Community.

The best place to troubleshoot that would be your logs. Could you try re-uploading the obr file and check your atlassian-jira.log file for more details? It can take quite a while for JSD to get installed depending on your instance's size.

If you can find why, could you share your logs with us (if it's OK with your organization policies)?

Thanks,

Cheers

[Sergio Martínez Iruela]

Thanks for your help Micky

The server Linux has the log in opt/atlassian/jira/logs/atlassian-jira-gc-2018-08-28_12-41-18.log.0.current

After installation, display the error: An unexpected error ocurred. Refer to the logs for more information
Attached logs at the end of the post

Other information that may be useful is the following. If we access to Administration > Add-Ons > Manage add-ons, 
selecting "all add-ons" and searching string "servicedesk"...

...found the following inactive modules:
Service Desk Internal Base Plugin (3.6.0-REL-0007)

JIRA Service Desk (3.6.0-REL-0007)
JIRA Service Desk Application (no info)
JIRA Service Desk Project Plugin (3.6.0-REL-0007)
JIRA Service Desk Public REST API Plugin (3.6.0-REL-0007)
Service Desk Approvals Plugin (3.6.0-REL-0007)
Service Desk Automation Modules Plugin (3.6.0-REL-0007)
Service Desk Automation Then-Webhook Plugin (3.6.0-REL-0007)
Service Desk Knowledge Base Plugin (3.6.0-REL-0007)
Service Desk Lingo Plugin (3.6.0-REL-0007)
Service Desk Notifications Plugin (3.6.0-REL-0007)
Service Desk Reports Plugin (3.6.0-REL-0007)
Service Desk Search Plugin (3.6.0-REL-0007)

...and the following active modules:
Service Desk Automation Plugin (2.4.4)
Service Desk Core UI Plugin (3.6.0-REL-0007)

Thanks again.

2018-08-28T12:41:52.342+0000: 34,203: [GC (Allocation Failure) [PSYoungGen: 1199790K->35639K(1211392K)] 1402802K->239080K(2099200K), 0,0279656 secs] [Times: user=0,04 sys=0,00, real=0,02 secs]2018-08-28T12:41:53.317+0000: 35,179: [GC (Metadata GC Threshold) [PSYoungGen: 384641K->37291K(1287680K)] 588082K->240740K(2175488K), 0,0327737 secs] [Times: user=0,06 sys=0,00, real=0,03 secs]2018-08-28T12:41:53.350+0000: 35,211: [Full GC (Metadata GC Threshold) [PSYoungGen: 37291K->0K(1287680K)] [ParOldGen: 203448K->198735K(1198592K)] 240740K->198735K(2486272K), [Metaspace: 132430K->132369K(1173504K)], 0,5620702 secs] [Times: user=1,01 sys=0,00, real=0,56 secs]2018-08-28T12:41:57.243+0000: 39,105: [GC (Allocation Failure) [PSYoungGen: 1182720K->57928K(1283584K)] 1381455K->256672K(2482176K), 0,0765635 secs] [Times: user=0,15 sys=0,00, real=0,07 secs]2018-08-28T12:41:59.223+0000: 41,084: [GC (Allocation Failure) [PSYoungGen: 1240648K->98083K(1270272K)] 1439392K->296826K(2468864K), 0,0672303 secs] [Times: user=0,13 sys=0,00, real=0,06 secs]2018-08-28T12:42:00.918+0000: 42,779: [GC (Allocation Failure) [PSYoungGen: 1268515K->107070K(1277952K)] 1467258K->305813K(2476544K), 0,0781435 secs] [Times: user=0,15 sys=0,01, real=0,08 secs]2018-08-28T12:42:02.585+0000: 44,447: [GC (Allocation Failure) [PSYoungGen: 1277502K->119781K(1229824K)] 1476245K->318947K(2428416K), 0,0805603 secs] [Times: user=0,15 sys=0,00, real=0,08 secs]2018-08-28T12:42:03.943+0000: 45,804: [GC (Allocation Failure) [PSYoungGen: 1229797K->66294K(1253888K)] 1428963K->304607K(2452480K), 0,0985374 secs] [Times: user=0,19 sys=0,00, real=0,10 secs]2018-08-28T12:42:05.239+0000: 47,100: [GC (Allocation Failure) [PSYoungGen: 1176310K->28435K(1244672K)] 1414623K->307200K(2443264K), 0,0845250 secs] [Times: user=0,12 sys=0,00, real=0,09 secs]2018-08-28T12:42:07.474+0000: 49,335: [GC (Allocation Failure) [PSYoungGen: 1145619K->28056K(1252864K)] 1424384K->317955K(2451456K), 0,0348132 secs] [Times: user=0,05 sys=0,01, real=0,03 secs]2018-08-28T12:42:54.748+0000: 96,609: [GC (Allocation Failure) [PSYoungGen: 1145240K->31490K(1253888K)] 1435139K->336071K(2452480K), 0,0496366 secs] [Times: user=0,08 sys=0,01, real=0,05 secs]2018-08-28T12:43:04.827+0000: 106,688: [GC (Allocation Failure) [PSYoungGen: 1159938K->35145K(1259008K)] 1464519K->363475K(2457600K), 0,0657812 secs] [Times: user=0,11 sys=0,00, real=0,06 secs]2018-08-28T12:44:12.447+0000: 174,308: [GC (Allocation Failure) [PSYoungGen: 1163593K->54740K(1252864K)] 1491923K->383079K(2451456K), 0,0544825 secs] [Times: user=0,09 sys=0,00, real=0,05 secs]2018-08-28T12:44:16.893+0000: 178,754: [GC (Metadata GC Threshold) [PSYoungGen: 1100274K->58974K(1260544K)] 1428612K->387312K(2459136K), 0,0487714 secs] [Times: user=0,09 sys=0,00, real=0,06 secs]2018-08-28T12:44:16.941+0000: 178,803: [Full GC (Metadata GC Threshold) [PSYoungGen: 58974K->0K(1260544K)] [ParOldGen: 328338K->327113K(1567744K)] 387312K->327113K(2828288K), [Metaspace: 222630K->222621K(1257472K)], 0,9859194 secs] [Times: user=1,76 sys=0,01, real=0,98 secs]2018-08-28T12:44:21.183+0000: 183,044: [GC (Allocation Failure) [PSYoungGen: 1140736K->63001K(1269760K)] 1467849K->390122K(2837504K), 0,0613662 secs] [Times: user=0,11 sys=0,00, real=0,06 secs]2018-08-28T12:44:23.707+0000: 185,568: [GC (Allocation Failure) [PSYoungGen: 1225753K->86035K(1275392K)] 1552874K->413164K(2843136K), 0,0951359 secs] [Times: user=0,13 sys=0,00, real=0,10 secs]2018-08-28T12:44:26.108+0000: 187,969: [GC (Allocation Failure) [PSYoungGen: 1248787K->84878K(1271296K)] 1575916K->412007K(2839040K), 0,0879063 secs] [Times: user=0,15 sys=0,00, real=0,09 secs]2018-08-28T12:44:27.991+0000: 189,852: [GC (Allocation Failure) [PSYoungGen: 1237902K->97192K(1250304K)] 1565031K->424329K(2818048K), 0,1081533 secs] [Times: user=0,18 sys=0,01, real=0,11 secs]2018-08-28T12:44:29.509+0000: 191,371: [GC (Allocation Failure) [PSYoungGen: 1250216K->108889K(1247744K)] 1577353K->436035K(2815488K), 0,1135687 secs] [Times: user=0,19 sys=0,00, real=0,12 secs]2018-08-28T12:44:36.196+0000: 198,058: [GC (Allocation Failure) [PSYoungGen: 1227097K->88153K(1257984K)] 1554243K->470424K(2825728K), 0,1282528 secs] [Times: user=0,21 sys=0,01, real=0,13 secs]2018-08-28T12:44:44.417+0000: 206,279: [GC (Allocation Failure) [PSYoungGen: 1206361K->62390K(1247744K)] 1588632K->477915K(2815488K), 0,0998774 secs] [Times: user=0,17 sys=0,01, real=0,10 secs]2018-08-28T12:45:17.205+0000: 239,066: [GC (Allocation Failure) [PSYoungGen: 1180598K->59103K(1252864K)] 1596123K->503123K(2820608K), 0,0939700 secs] [Times: user=0,17 sys=0,01, real=0,09 secs]2018-08-28T12:45:19.153+0000: 241,015: [GC (Allocation Failure) [PSYoungGen: 1177311K->27586K(1262080K)] 1621331K->471614K(2829824K), 0,0369286 secs] [Times: user=0,06 sys=0,00, real=0,03 secs]2018-08-28T12:45:19.641+0000: 241,502: [GC (Allocation Failure) [PSYoungGen: 1160130K->26396K(1263104K)] 1604158K->470432K(2830848K), 0,0347020 secs] [Times: user=0,05 sys=0,00, real=0,04 secs]2018-08-28T12:45:20.155+0000: 242,016: [GC (Allocation Failure) [PSYoungGen: 1158940K->2144K(1261056K)] 1602976K->470002K(2828800K), 0,0370471 secs] [Times: user=0,06 sys=0,00, real=0,03 secs]2018-08-28T12:45:20.558+0000: 242,419: [GC (Allocation Failure) [PSYoungGen: 1132640K->128K(1131008K)] 1600498K->470034K(2698752K), 0,0260804 secs] [Times: user=0,04 sys=0,00, real=0,03 secs]2018-08-28T12:45:20.929+0000: 242,791: [GC (Allocation Failure) [PSYoungGen: 1130624K->128K(1263104K)] 1600530K->470098K(2830848K), 0,0209564 secs] [Times: user=0,03 sys=0,00, real=0,02 secs]2018-08-28T12:45:21.321+0000: 243,182: [GC (Allocation Failure) [PSYoungGen: 1128064K->96K(1128448K)] 1598034K->470106K(2696192K), 0,0205778 secs] [Times: user=0,03 sys=0,00, real=0,03 secs]2018-08-28T12:45:21.648+0000: 243,510: [GC (Allocation Failure) [PSYoungGen: 1128032K->640K(1264128K)] 1598042K->470674K(2831872K), 0,0228388 secs] [Times: user=0,02 sys=0,00, real=0,02 secs]2018-08-28T12:45:21.982+0000: 243,844: [GC (Allocation Failure) [PSYoungGen: 1131136K->96K(1131008K)] 1601170K->470146K(2698752K), 0,0201519 secs] [Times: user=0,03 sys=0,00, real=0,02 secs]2018-08-28T12:45:22.333+0000: 244,195: [GC (Allocation Failure) [PSYoungGen: 1130592K->384K(1264640K)] 1600642K->470442K(2832384K), 0,0213563 secs] [Times: user=0,02 sys=0,00, real=0,02 secs]2018-08-28T12:45:22.668+0000: 244,529: [GC (Allocation Failure) [PSYoungGen: 1137536K->672K(1260544K)] 1607594K->470754K(2828288K), 0,0186853 secs] [Times: user=0,02 sys=0,00, real=0,02 secs]2018-08-28T12:45:23.006+0000: 244,867: [GC (Allocation Failure) [PSYoungGen: 1137824K->96K(1269760K)] 1607906K->470194K(2837504K), 0,0186795 secs] [Times: user=0,02 sys=0,00, real=0,02 secs]2018-08-28T12:45:23.350+0000: 245,211: [GC (Allocation Failure) [PSYoungGen: 1151584K->96K(1265664K)] 1621682K->470210K(2833408K), 0,0202551 secs] [Times: user=0,02 sys=0,00, real=0,02 secs]2018-08-28T12:45:23.679+0000: 245,540: [GC (Allocation Failure) [PSYoungGen: 1151584K->640K(1278464K)] 1621698K->470778K(2846208K), 0,0196986 secs] [Times: user=0,03 sys=0,00, real=0,02 secs]2018-08-28T12:45:24.042+0000: 245,903: [GC (Allocation Failure) [PSYoungGen: 1171072K->96K(1274368K)] 1641210K->470250K(2842112K), 0,0182890 secs] [Times: user=0,02 sys=0,00, real=0,01 secs]2018-08-28T12:45:24.395+0000: 246,257: [GC (Allocation Failure) [PSYoungGen: 1170528K->96K(1288704K)] 1640682K->470274K(2856448K), 0,0208709 secs] [Times: user=0,04 sys=0,00, real=0,02 secs]2018-08-28T12:45:24.773+0000: 246,635: [GC (Allocation Failure) [PSYoungGen: 1191008K->320K(1284608K)] 1661186K->470514K(2852352K), 0,0187038 secs] [Times: user=0,03 sys=0,00, real=0,01 secs]2018-08-28T12:45:25.126+0000: 246,987: [GC (Allocation Failure) [PSYoungGen: 1191232K->96K(1298944K)] 1661426K->470306K(2866688K), 0,0187944 secs] [Times: user=0,03 sys=0,00, real=0,02 secs]2018-08-28T12:45:25.507+0000: 247,368: [GC (Allocation Failure) [PSYoungGen: 1211488K->352K(1294848K)] 1681698K->470578K(2862592K), 0,0181273 secs] [Times: user=0,03 sys=0,00, real=0,02 secs]2018-08-28T12:45:25.872+0000: 247,733: [GC (Allocation Failure) [PSYoungGen: 1211744K->640K(1309696K)] 1681970K->470882K(2877440K), 0,0215313 secs] [Times: user=0,02 sys=0,00, real=0,03 secs]2018-08-28T12:45:26.250+0000: 248,112: [GC (Allocation Failure) [PSYoungGen: 1232000K->640K(1305088K)] 1702242K->470898K(2872832K), 0,0207145 secs] [Times: user=0,02 sys=0,00, real=0,02 secs]2018-08-28T12:45:26.648+0000: 248,509: [GC (Allocation Failure) [PSYoungGen: 1232000K->672K(1319424K)] 1702258K->470946K(2887168K), 0,0242499 secs] [Times: user=0,03 sys=0,00, real=0,02 secs]2018-08-28T12:45:27.057+0000: 248,918: [GC (Allocation Failure) [PSYoungGen: 1250976K->640K(1314816K)] 1721250K->470930K(2882560K), 0,0182998 secs] [Times: user=0,02 sys=0,00, real=0,02 secs]2018-08-28T12:45:27.440+0000: 249,301: [GC (Allocation Failure) [PSYoungGen: 1250944K->640K(1328640K)] 1721234K->470946K(2896384K), 0,0184740 secs] [Times: user=0,03 sys=0,00, real=0,02 secs]2018-08-28T12:45:27.845+0000: 249,706: [GC (Allocation Failure) [PSYoungGen: 1268864K->672K(1324544K)] 1739170K->470994K(2892288K), 0,0292704 secs] [Times: user=0,02 sys=0,00, real=0,03 secs]2018-08-28T12:45:28.246+0000: 250,107: [GC (Allocation Failure) [PSYoungGen: 1268896K->672K(1337344K)] 1739218K->471010K(2905088K), 0,0256785 secs] [Times: user=0,02 sys=0,00, real=0,02 secs]2018-08-28T12:45:28.639+0000: 250,500: [GC (Allocation Failure) [PSYoungGen: 1285280K->640K(1333760K)] 1755618K->470994K(2901504K), 0,0216076 secs] [Times: user=0,02 sys=0,00, real=0,02 secs]2018-08-28T12:45:29.071+0000: 250,932: [GC (Allocation Failure) [PSYoungGen: 1285248K->672K(1344512K)] 1755602K->471042K(2912256K), 0,0255528 secs] [Times: user=0,02 sys=0,00, real=0,03 secs]2018-08-28T12:45:29.520+0000: 251,381: [GC (Allocation Failure) [PSYoungGen: 1299616K->672K(1341440K)] 1769986K->471058K(2909184K), 0,0185058 secs] [Times: user=0,02 sys=0,00, real=0,02 secs]2018-08-28T12:45:29.913+0000: 251,774: [GC (Allocation Failure) [PSYoungGen: 1299616K->672K(1352192K)] 1770002K->471074K(2919936K), 0,0183604 secs] [Times: user=0,02 sys=0,00, real=0,02 secs]2018-08-28T12:45:30.353+0000: 252,214: [GC (Allocation Failure) [PSYoungGen: 1313440K->480K(1349120K)] 1783842K->470898K(2916864K), 0,0180008 secs] [Times: user=0,02 sys=0,00, real=0,02 secs]2018-08-28T12:45:30.811+0000: 252,672: [GC (Allocation Failure) [PSYoungGen: 1313248K->640K(1358336K)] 1783666K->471074K(2926080K), 0,0212612 secs] [Times: user=0,02 sys=0,00, real=0,02 secs]2018-08-28T12:45:31.243+0000: 253,104: [GC (Allocation Failure) [PSYoungGen: 1325184K->352K(1355776K)] 1795618K->470802K(2923520K), 0,0234436 secs] [Times: user=0,02 sys=0,00, real=0,02 secs]2018-08-28T12:45:31.640+0000: 253,501: [GC (Allocation Failure) [PSYoungGen: 1324896K->416K(1363968K)] 1795346K->470882K(2931712K), 0,0182929 secs] [Times: user=0,02 sys=0,00, real=0,02 secs]2018-08-28T12:45:32.017+0000: 253,879: [GC (Allocation Failure) [PSYoungGen: 1335200K->96K(1361920K)] 1805666K->470578K(2929664K), 0,0196961 secs] [Times: user=0,03 sys=0,00, real=0,02 secs]2018-08-28T12:45:32.435+0000: 254,296: [GC (Allocation Failure) [PSYoungGen: 1334880K->96K(1368064K)] 1805362K->470594K(2935808K), 0,0223273 secs] [Times: user=0,03 sys=0,00, real=0,02 secs]2018-08-28T12:45:32.865+0000: 254,726: [GC (Allocation Failure) [PSYoungGen: 1343072K->352K(1366528K)] 1813570K->470866K(2934272K), 0,0193713 secs] [Times: user=0,02 sys=0,00, real=0,02 secs]2018-08-28T12:45:33.272+0000: 255,133: [GC (Allocation Failure) [PSYoungGen: 1343328K->352K(1372160K)] 1813842K->470882K(2939904K), 0,0229745 secs] [Times: user=0,03 sys=0,00, real=0,03 secs]2018-08-28T12:45:33.687+0000: 255,548: [GC (Allocation Failure) [PSYoungGen: 1351008K->337K(1370624K)] 1821538K->470884K(2938368K), 0,0202252 secs] [Times: user=0,02 sys=0,00, real=0,02 secs]2018-08-28T12:45:34.074+0000: 255,935: [GC (Allocation Failure) [PSYoungGen: 1350993K->337K(1376256K)] 1821540K->470900K(2944000K), 0,0175773 secs] [Times: user=0,02 sys=0,00, real=0,01 secs]

[miikhy]

Hi Sergio,

The modules seems OK, that being said the logs you shared are GC (Garbage Collector) logs. Could you please check if you have /var/atlassian/application-data/jira/log/atlassian-jira.log

That would definitely be more related with that kind of issue.

Thanks!

[Sergio Martínez Iruela]

Good afternoon.

Sorry for the delay in the response, but we were doing several tests.

Attach the requested information (atlassian-jira.log)

[c.a.upm.pac.PacClientImpl] Update check request may take longer because of the number of apps2018-08-29 17:03:33,194 Caesium-1-4 INFO ServiceRunner     [c.a.j.p.h.service.ping.RefreshConnectionStatusJobHandler] Running RefreshConnectionStatusJobHandler...2018-08-29 17:03:33,631 Caesium-1-3 INFO ServiceRunner     [c.a.j.p.h.service.connect.InstallGlancesJobHandler] Running InstallGlancesJobHandler...2018-08-29 17:03:33,631 Caesium-1-3 INFO ServiceRunner     [c.a.j.p.h.service.connect.InstallGlancesJobHandler] There is no link to HipChat, no need to install glances.2018-08-29 17:03:54,036 http-nio-8380-exec-12 INFO saguado 1023x999071x1 18jmhf0 93.176.129.237 /rest/plugins/1.0/com.atlassian.servicedesk.internal-base-plugin-key [c.a.plugin.util.WaitUntil] Plugins that have yet to be enabled: (1): [com.atlassian.servicedesk.internal-base-plugin], 300 seconds remaining2018-08-29 17:04:06,251 http-nio-8380-exec-41 ERROR anonymous 1024x999077x1 - 192.168.125.222 / [webresource] ignoring dependency "structure.widget" in "com.almworks.jira.structure:gadget-resources": context dependencies are only supported in root-pages at the moment2018-08-29 17:04:33,598 http-nio-8380-exec-1 WARN saguado 1024x999091x1 18jmhf0 93.176.129.237 /rest/plugins/1.0/installed-marketplace [c.a.upm.pac.PacClientImpl] Update check request may take longer because of the number of apps2018-08-29 17:05:57,573 UpmAsynchronousTaskManager:thread-1 INFO saguado 793x3420x4 1tx6xsc 192.168.125.16 /rest/plugins/1.0/available/featured [c.a.plugin.loaders.ScanningPluginLoader] No plugins found to be installed2018-08-29 17:05:57,636 UpmAsynchronousTaskManager:thread-1 INFO saguado 793x3420x4 1tx6xsc 192.168.125.16 /rest/plugins/1.0/available/featured [c.a.plugin.manager.DefaultPluginManager] Updating plugin 'com.atlassian.servicedesk.application' from version '3.6.0' to version '3.6.0'2018-08-29 17:05:57,636 UpmAsynchronousTaskManager:thread-1 INFO saguado 793x3420x4 1tx6xsc 192.168.125.16 /rest/plugins/1.0/available/featured [c.a.plugin.loaders.ScanningPluginLoader] Removed plugin 'com.atlassian.servicedesk.application'2018-08-29 17:05:59,492 UpmScheduler:thread-2 WARN saguado     [c.a.upm.pac.PacClientImpl] Update check request may take longer because of the number of apps

[miikhy]

Unfortunately, it did not really help, I'll try and get help from peers :)

Cheers