Jira Service Management broken after update to 4.19.0

Question

All front-end and admin pages stay empty. Restarting Jira does not resolve the issue.

The following messages appear in the logs:

Failed to run performUpgradesUnsafe tasks from factory com.atlassian.servicedesk
io.atlassian.util.concurrent.LazyReference$InitializationEception: java.lang.RuntimeException: Could not find upgrade task with OSGi service name com.atlassian.servicedesk.plugins.cannedresponses.internal.bootstrap.upgrade.tasks.AUT_0010_TurnOnCannedResponses

IRA-EventThread-5 ERROR anonymous 1011x212x1 xh8jdh 172.105.68.41 /rest/remote-event-consumer/latest/events/JiraPullRequestEvent [c.a.s.internal.util.SafeRunner] Unable to run event handler issueChangedEvent
java.lang.NullPointerException
at com.atlassian.servicedesk.bootstrap.listener.IssueChangedEventHandler.handleIssueChangedEventSync(IssueChangedEventHandler.java:146)
at com.atlassian.servicedesk.bootstrap.listener.IssueChangedEventHandler.processIssueChangedEvent(IssueChangedEventHandler.java:113)
at com.atlassian.servicedesk.bootstrap.listener.EventListenerLauncher.lambda$onIssueChangedEvent$1(EventListenerLauncher.java:107)
at com.atlassian.servicedesk.internal.util.SafeRunner.runAlways(SafeRunner.java:58)
at com.atlassian.servicedesk.bootstrap.listener.EventListenerLauncher.onIssueChangedEvent(EventListenerLauncher.java:106)
...

Boris Ganchev · Answer

Thank you very much Michael, you saved the day! 
After I enabled Insight Plugin and restarted JSM was able to start!

Michael Korte · Answer

@Daniel Ebers thank you for your response and your help.

Last week I already checked the pluginstate in the database. This couldn´t solve the problem. As already mentioned only installing Jira Software and Jira Service Management without any other Plugins also didn´t work.

This morning I tried a different way and could solve the problem for us. After the upgrade last week the plugins "Atlassian Troubleshooting and Support Tools" and "Insight Plugin" were disabled. Today I enabled both and restarted Jira. Now everything is working again. Even we are not running Jira Service Management Data Center, it seems like Insight needs to be enabled before starting Jira.

Regards,
Michael

Daniel Ebers · Answer

Hi @Venorcis + @Michael Korte

there is a similar thread in Community which at least mentioned the same error message and with the help of Atlassian it seems to have been tracked down to disabled Apps:

* Still having problems with getting the Service Desk running again
https://community.atlassian.com/t5/Jira-Service-Management/Still-having-problems-with-getting-the-Service-Desk-running/qaq-p/666394

Both of you could double check if this is also applying to your instance but if not it might make sense to swiftly contact Atlassian Support so with providing them a support ZIP a more deeper analysis can be done - this is something where Community members are a bit more unlikely to suggest a solution as the details of your server/system are unknown to the Community.

Regards,
Daniel