Jira 9.4.4 JSM when I try to use Extension for Jira Service Desk addon it will not enable

[Ron Campbell]

When I try to use Extension for Jira Service Desk add-on it will not enable. We are using Jira 9.4.4 version and the Extension for JSD version 7.0.3-j9. I have tried to upgrade the add-on to 7.0.4-j9 that is for datacenter 9.0-9.17 but each thing I have tried the add-on will not enable. This is on our test server that I am trying to replicate what we have on production. The production server has Jira 9.4.4 as well as Extension for JSD version 7.0.3-j9 and works fine. I am trying to figure out what I am not setting up correctly. 

[Philipp Sendek]

Hi @Ron Campbell

the first step would be to look into your Jira's log file atlassian-jira.log which is found in the data directory under log (or logs).

Ideally, you'd open it, then try to enable Extensions for Jira Service Desk and then see which log entries where created.
This could already give you some clues.

Without any additional infos, my assumption is a conflict between this and another app. It can happen from time to time. Apart from that, clearing your application cache and restarting Jira can also help. See https://support.atlassian.com/jira/kb/how-to-clear-jira-data-center-server-plugin-cache/

Apart from that, you can always create a support ticket with the vendor and they will be able to help you troubleshoot the issue and fix it.

You can find their support options here: https://marketplace.atlassian.com/apps/1212161/extension-for-jira-service-management?hosting=datacenter&tab=support

Greetings
Philipp