Cant find way to add/edit organizations in JIRA service desk

IJ

This is an odd one and for the life of me I cant work out whats wrong - any help would be appreciated.

We setup a test environment for our JIRA service desk instance so we can test various changes before we make them to our production instance.  To setup the test instance we took a database dump (using JIRA's backup and restore functionality) from prod as a staring point.  T

The JIRA test instance appears to be running and i can do most things except assign a organization to a ticket.  If i try this i get the error as shown in the attached screenshot.  Even more bizarre is that the place you would normally edit organizations has disappeared.  anyone have any idea what  might be wrong?

 

Andy Heinzer

Hi IJ,

The first screenshot highlights some key information here in regards to not having the expected access within Jira Service.  In this dev instance, I can tell that at least your account is does not have the Service Desk Agent application access.  There are a couple of reasons for this.

1. Your account might not be in the group that grants application access
2. OR It's possible that the Service Desk plugin failed to load when Jira started up
3. OR Service Desk has yet to be installed/updated here.

I would start by checking the Cog -> Applications -> Application Access.  From this page you can see which groups grant Agent access to Jira Service Desk.  Provided you are a Jira Admin, you can then compare to make sure that your account is in that group.  If it isn't you will need to add it to gain access to Service Desk specific features.  If it is, then we likely need to make sure that Service Desk is installed and started in Jira.

To do that, go to Cog -> Applications -> Versions & Licenses.  This page should tell us if Service Desk is installed, and what version it is.  If Service Desk is not started, it is possible this page will indicate that.  Additionally, you can take a look at the $JIRAHOME/log/atlassian-jira.log file during the startup.  Tends to the log that will tell us if Service Desk failed to start up for some reason when Jira started.  Perhaps if we can take a closer look at this file, when Jira starts up, we can better determine why this might be happening in this environment.

Please let me know the results.

Cheers,

Andy