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[Gleb Kartashov]

• Request types
• Customer permissions
• Portal settings
• Email requests
• Customer notifications
• Satisfaction settings
• Knowledge base
• SLAs
• Automation

All of those options are unreachable. My instance was restored from backup, the origin is running perfectly and all options above are available. I've changed the Jira default URL but when I try to open any of those links I'm getting this page:

The project sidebar on the left is also always blank

I've come to conclusion that the Base URL setting does not actually set the base URL. How do I configure these?

[Andy Heinzer]

Hi Gleb,

You mentioned that you restored Jira from a backup here.  Could you let us know what version of Jira you restored this to, and what version the backup came from?  There are some limitations in regards to what versions of Jira you upgrade Service Desk data from.  So it might be that you need to first upgrade that data to an intermediate version before you can update to the latest versions.

The Base url just tells the Jira application what address it is being accessed on by your end users.  This setting, even if misconfigured, will not cause this specific error.  Right now, either your account is not in the group that grants application access to Service Desk Agent access, or Service Desk has not been upgraded successfully yet (in which case the $JIRAHOME/log/atlassian-jira.log file will have more details about the failure to update this data due to version constraints when Jira starts up).

I would be interested to see if the logs have more details about this when the Service Desk plugin is starting up.

Regards,

Andy

[Gleb Kartashov]

Hi!

Thanks for responding. On backup versions: both origin and my server are running exact same JIRA versions.

In atlassian-jira.log i have a lot of errors (around 3k lines of java exceptions) - what should i look at first?

[Andy Heinzer]

Ah, in that case, we probably don't have an upgrade problem.  The likelihood is just that the Service Desk plugin did not fully load up on Jira start.   You can search the logs for the string

JIRA ServiceDesk Run History

This is entered into the logs when Jira is starting up.  So the loading of that Service Desk plugin should be happening around that time.  I'm betting that one or more plugins that service desk requires might have been flagged as disabled in the database.  This can happen if an admin disables them, or if they fail to load during startup (sometimes caused by trying to start Jira with a much smaller Xmx heap size).

Try running the following SQL query and let me know the results:

select * from pluginstate;

This will return any plugins that have been disabled on a database level from being loaded in Jira.  It is possible we could clear certain entries from this table and then restart Jira to see if we can then get Service Desk to load completely here.

Andy

[Gleb Kartashov]

Ok, I've searched for the JIRA ServiceDesk Run History string in the log and I got two nullptr exceptions in the Modifications section:

 ___ Modifications ___________________________

Modified Files : jira-application.properties
Removed Files : None

2019-08-27 18:48:45,185 JIRA-Bootstrap ERROR [c.a.s.core.upgrade.PluginUpgrader] Upgrade failed: null
java.lang.NullPointerException

a lot of error lines here....

2019-08-27 18:48:45,216 JIRA-Bootstrap ERROR [c.a.s.core.upgrade.DefaultPluginUpgradeManager] Upgrade error: Unexpected exception caught during plugin upgrade: java.lang.NullPointerException

some more errors...

2019-08-27 18:48:45,216 JIRA-Bootstrap INFO [c.a.p.internal.bootstrap.Launcher] PSMQ is starting...
2019-08-27 18:48:45,216 JIRA-Bootstrap INFO [c.a.p.internal.bootstrap.Launcher] PSMQ is started.
2019-08-27 18:48:45,982 Thread-62 WARN anonymous [c.a.s.p.c.internal.index.CannedResponseIndexLauncherImpl] Canned Response 'PLUGIN STARTUP' is about to start BACKGROUND reindex all
2019-08-27 18:48:46,044 Thread-62 DEBUG anonymous [c.a.activeobjects.osgi.ActiveObjectsServiceFactory] getService bundle [com.atlassian.servicedesk.servicedesk-canned-responses-plugin]
2019-08-27 18:48:46,982 Thread-62 WARN anonymous [c.a.s.p.c.internal.index.CannedResponseIndexLauncherImpl] Canned Response PLUGIN STARTUP has finished BACKGROUND reindex all
2019-08-27 18:48:47,310 JIRA-Bootstrap DEBUG [c.a.activeobjects.osgi.ActiveObjectsServiceFactory] getService bundle [ru.mail.jira.plugins.groovy]
2019-08-27 18:48:47,997 JIRA-Bootstrap WARN [c.r.j.p.i.services.launcher.InsightLauncher] Insight is about to deploy and start.
2019-08-27 18:48:47,997 JIRA-Bootstrap WARN [c.r.j.p.i.services.launcher.InsightLauncher] Control Insight for data consistancy.... start
2019-08-27 18:48:49,669 JIRA-Bootstrap WARN [c.o.s.runner.startup.JiraStartupManager] Waiting for jql functions registration
2019-08-27 18:48:51,154 InsightLauncherThread WARN anonymous [c.r.j.p.i.s.cache.model.InsightPersistedCacheManager] Insight Object Cache file not found C:\Program Files\Atlassian\Application Data\JIRA\caches\insight_indexes\objectschema
2019-08-27 18:48:51,154 InsightLauncherThread WARN anonymous [c.r.j.p.i.s.cache.model.InsightPersistedCacheManager] Insight Object Cache file not found C:\Program Files\Atlassian\Application Data\JIRA\caches\insight_indexes\objecttype
2019-08-27 18:48:51,154 InsightLauncherThread WARN anonymous [c.r.j.p.i.s.cache.model.InsightPersistedCacheManager] Insight Object Cache file not found C:\Program Files\Atlassian\Application Data\JIRA\caches\insight_indexes\objecttypeattribute
2019-08-27 18:48:51,154 InsightLauncherThread WARN anonymous [c.r.j.p.i.s.cache.model.InsightPersistedCacheManager] Insight Object Cache file not found C:\Program Files\Atlassian\Application Data\JIRA\caches\insight_indexes\objects
2019-08-27 18:48:51,154 InsightLauncherThread WARN anonymous [c.r.j.p.i.s.cache.model.InsightPersistedCacheManager] Insight cache will be restored from file for ObjectJiraIssueBean
2019-08-27 18:48:51,216 InsightLauncherThread WARN anonymous [c.r.j.p.i.s.cache.model.InsightPersistedCacheManager] ObjectJiraIssueBean found in cache after file reload. Time: 62 ms. Number of entries restored: 0
2019-08-27 18:48:51,685 JIRA-Bootstrap INFO [c.a.j.c.embedded.ofbiz.IndexedUserDao] Reindex all users took: 2.006 s
2019-08-27 18:48:51,685 JIRA-Bootstrap INFO [c.a.jira.scheduler.JiraSchedulerLauncher] Starting the JIRA Scheduler....
2019-08-27 18:48:51,810 JIRA-Bootstrap INFO [c.a.jira.scheduler.JiraSchedulerLauncher] JIRA Scheduler started.
2019-08-27 18:48:51,919 InsightLauncherThread WARN anonymous [c.r.j.p.i.s.c.dal.impl.CacheDalImpl] Integrity check failed, number of objects schemas mismatched, database: 1, index: 0
2019-08-27 18:48:51,950 InsightLauncherThread WARN anonymous [c.r.j.p.i.s.c.dal.impl.CacheDalImpl] Integrity check failed, number of objects types mismatched, database: 15, index: 0
2019-08-27 18:48:51,966 InsightLauncherThread WARN anonymous [c.r.j.p.i.s.c.dal.impl.CacheDalImpl] Integrity check failed, number of objects type attribute mismatched, database: 173, index: 0
2019-08-27 18:48:52,122 JIRA-Bootstrap INFO [c.a.jira.startup.LauncherContextListener] Memory Usage:
---------------------------------------------------------------------------------
Heap memory : Used: 1041 MiB. Committed: 1385 MiB. Max: 1954 MiB
Non-heap memory : Used: 386 MiB. Committed: 417 MiB. Max: 1536 MiB
---------------------------------------------------------------------------------
TOTAL : Used: 1427 MiB. Committed: 1801 MiB. Max: 3490 MiB
---------------------------------------------------------------------------------

Could these cause Service Desk plugin inaccessibility?

Also, it seems I'm missing the pluginstate table in my Jira db. Here's screenshot

The error reads following:

Message 208, level 16, state 1, line 1

Inappropriate object name "pluginstate"

[Andy Heinzer]

Unfortunately, the logs don't tell us for sure the cause here.  And the screenshots at least indicate this is MS SQL database, in which cause you'll probably need to prepend the schema before the table name to get results back, I don't know the scheme you have here, but it will probably be something like

select * from jiraschema.pluginstate;

You could probably find this schema name in the $JIRAHOME/dbconfig.xml I suspect this config file that tells Jira how to connect to your database will have that listed in it, it might be something like dbo or jiraschema, etc.  Try this and let me know the results.  If this doesn't clearly give us results, let me know, I will see if we can create a support request to try to gather a complete set of logs here instead.  I fear it will be needed to troubleshoot this startup problem properly.

Andy

[Gleb Kartashov]

Hi again @Andy Heinzer

So I've run the proper query and turns out the SD plugin is enabled. I've got some disabled plugins the but they don't seem vital for Service Desk functioning. Here's screenshot:

[Andy Heinzer]

Hi Gleb,

I think we will need to get logs from your environment to better help here.  To do that, I have created a support case over in https://getsupport.atlassian.com/servicedesk/customer/portal/3/SDS-44526

Regards,

Andy