After upgrade from 9x to 10x and installing JSM i got error: Something went wrong, Contact Administr

[Aleksandar Salevski]

After upgrading from 9.12.15 to 10.3.10 and installing JSM i got an error: Something went wrong, Contact Administrator 

[Jayesh Raghuvanshi]

@Aleksandar Salevski 

The failure is caused by two issues: a mismatched JSM app version (5.12.x artifacts left behind) on a Jira 10.3 platform and SQL Server replication blocking DDL on Assets’ AO tables during startup, which together trigger “Something went wrong” and OSGi “failed to load” errors. SQL Server reports “Cannot alter the table … because it is being published for replication” because the Assets history table AO_8542F1_IFJ_OBJ_HIST is under publication and Jira’s schema changes can’t run while it’s replicated

Below are possible root cause:

• JSM 5.12.x is not compatible with Jira 10.3; starting with this line, JSM versions are aligned with Jira, so Jira 10.3 requires JSM 10.3 and older 5.x JSM plugins left in installed-plugins will fail OSGi dependency resolution at startup
• The table prefix AO_8542F1 identifies Jira Assets (formerly Insight); when Jira enables/updates Assets it alters AO_8542F1_* tables, but SQL Server replication prevents ALTER on published objects, which produces error 4929 and stops the app from loading

Perform below steps to resolve the issue:

• Stop Jira and plan to clear stale JSM artifacts; this is required when the Service Management app fails to start or has unresolved dependencies
• Remove legacy JSM 5.x jars/OBRs from <Jira_HOME>/plugins/installed-plugins on every node so that no 5.x package is picked up at startup, then restart Jira to ensure a clean plugin cache
• Install JSM 10.3.x (the version aligned with Jira 10.3) from the Applications page or the matching distribution so all OSGi requirements resolve against the 10.3 platform

For SQL error

• Ask the DBA to temporarily remove the Assets AO tables (or the whole Jira database) from replication before retrying the app install/enable, because published objects block direct ALTER TABLE operations coming from Jira
• If selective changes are preferred, drop the article for AO_8542F1_IFJ_OBJ_HIST (and any other AO_8542F1_* articles), perform the upgrade/startup so Jira can run its DDL, then add the article back after Jira finishes

Reference KB Articles for Help

https://support.atlassian.com/jira/kb/jira-service-management-app-fails-to-load-on-startup/

https://support.atlassian.com/jira/kb/jira-service-management-upgrade-failed-with-error-failed-to-resolve-plugin-dependencies-within-obr/

https://learn.microsoft.com/en-us/sql/relational-databases/replication/publish/make-schema-changes-on-publication-databases?view=sql-server-ver17

Thanks
Jayesh R

[Aleksandar Salevski]

hi Jayesh R,

This only happens on prod Jira, on our staging Jira we have no such problem, JSM is being installed with no error, but we yes we dont have db replication or that istance.

[Gor Greyan]

Hi @Aleksandar Salevski

From your log, I can see that

jira-servicedesk-application-5.12.15.jar

That version is from Jira 9.x — it’s not compatible with Jira 10.3.x, hence the “missing requirement / failed to load” message.

Do this:

1. Go to Administration → Manage apps.

2. Locate the Jira Service Management Application.

3. Click Uninstall (or “Remove” if the button says so).

4. Confirm and wait for Jira to finish unloading the plugin.

If that doesn’t work:

• Stop Jira.

• Delete this file manually:

  $JIRA_HOME/plugins/installed-plugins/jira-servicedesk-application-5.12.15.jar

• Then restart Jira.

Now, download and install the version that matches Jira 10.3.10:

1. Get Jira Service Management 10.3.x OBR from Atlassian’s https://www.atlassian.com/software/jira/service-management/download-archives

2. Go to Administration → Manage apps → Upload app.

3. Upload the downloaded .obr file (not a .jar).

4. Wait until it shows enabled successfully.

[Aleksandar Salevski]

this is one of the error i got from the logs, 

Caused by: com.microsoft.sqlserver.jdbc.SQLServerException: Cannot alter the table 'AO_8542F1_IFJ_OBJ_HIST' because it is being published for replication.

[Aleksandar Salevski]

also i go this error,

[Christos Markoulatos]

What i can see there is that

After upgrading to Jira 10.x and installing JSM, the “Something went wrong” error  points to a failed JSM module load or database migration issue. Your log shows Cannot alter the table 'AO_8542F1_IFJ_OBJ_HIST' because it is being published for replication, which means Insight/Assets tables couldn’t update due to MS SQL replication constraints. JSM also won’t appear in Manage apps if its plugin didn’t install or modules are disabled.

Fix steps:

1. Check Applications → Versions & licenses and confirm JSM is installed; if missing, upload the correct .obr for Jira 10.x.
2. Remove replication constraints on AO tables, then reinstall JSM (Atlassian documents the SQL steps for Insight tables).
3. Flush caches, restart Jira, and run a full reindex.
4. Verify all marketplace apps are compatible with Jira 10.x.

If JSM still fails to load, engage your Atlassian Partner or open a support ticket, they can guide you through the DB fix and plugin reinstallation.

[Christos Markoulatos]

Hey @Aleksandar Salevski welcome

For starters do the following:

• Check logs: atlassian-jira.log for stack traces around the error.
• Verify JSM modules: Go to Manage apps → Jira Service Management and confirm all modules are enabled.
• Flush caches & restart: Use /secure/admin/FlushCaches.jspa then restart Jira.
• Reindex: Full reindex after upgrade.
• Check compatibility: All marketplace apps must support Jira 10.x.

If the issue persist then please engage your Partner or open a support ticket to Atlassian

[Aleksandar Salevski]

Hi @Christos Markoulatos ,

I can not find the JSM in the manage apps before or after the upgrade, i just cannot find that module, can you send me a SS if you can?