Unable to upgrade JSD yet still have a support contract.

Question

Upgraded my Confluence, and JIRA Server successfully this morning - both areas indicated the latest version I could go to (server 10 user - personal use).

Started JSD - now "Jira Service Management", no warnings about version limits etc. I presumed I could simply go with the latest.

Install proceeded successfully until the very end and I am now faced with a stopped system.

"License Too Old For Build: We found a problem with your JIRA license

Your current Jira Service Management license doesn't allow you to upgrade to this version of JIRA (9.12.1). Jira Service Management expired on 15/Apr/23 3:00 PM, and you can currently only upgrade to versions released prior to this date. Alternatively you can renew your license at my.atlassian.com which will allow you to upgrade to this version of JIRA (9.12.1). You can enter your new license here.
See our documentation for more information on licensing errors."

I did check the upgrade path document, and I could not find any indication of this issue there.

My license is current and valid until 15 Feb 2024 - and I have no option to renew my license (as it has not expired!)

Please advise.

Francis

Nic Brough -Adaptavist- · Answer

TLDR: Your licence for JSD is for JSM as well because they are the same thing.

No, it should say Jira Service Management - that's the current name for what used to be called Jira Service Desk.  They're the same application and are activated with the same licence keys.  It's just a name.

You can upgrade your JSM to any version that was released before the end of your current licence (even if the licence has expired)

If you click on "Download Jira Service Management (formerly Service Desk)(Server)", it will offer you an immediate download of the latest version, but there is a link to the download archives in there if you need an older version.

That lists all versions of JSM that Atlassian have published, with their release date, and what version of Jira they work with.  You've got a licence for JSM that lasts until 2024 (I assume the end of server life, next month), so you can use any version that is flagged as valid for your version of Jira.

Note that other versions not marked compatible may work fine, but are not supported and not tested, so I would never recommend using a mismatched version.  I recommend always using the last version that is valid for your current version of Server.

For people planning to use Jira Server after Atlassian ceases support, I strongly recommend upgrading Jira to the latest version your licence allows you to, along with the latest compatible versions of JSM and JSW, and all the apps you have installed.

Francis Lowry · Answer

Apologies,

restarted the instance and re-read the message more carefully

"Jira Service Management expired on 15/Apr/23 3:00 PM, and you can currently only upgrade to versions released prior to this date."

I presume this is just poor wording (JSM is the new product), and that should say Jira Service Desk Expired. I missed that nuance and ignored the date at first reading.

I need to get the latest JSD up to 15th April 2023 :(  .

Thanks guys for your engagement, forced me to re-read more carefully.
Happy new year - will go back to that date.
Regards
Francis

Francis Lowry · Answer

Thanks for the advice guys - apologies, have been away over christmas.

I have the 3 user starter license, valid till 2024 - I presume that when Atlassian switched the product to JSM from JSD that the version I am allowed to upgrade stops at a specific number. I cannot get direct support (starter licenses only get community support). In this case, I cannot find the right version number I can successfully use my license with.

The data I have is not important if I need to lose it, and i am happy to to back, but I need the guidance as to what I can go back to. I understand that support completely ends in Feb, and I want to get myself to the latest working version before that.

With Confluence - at least the support pages indicated what versions i could go to, JSD - now JSM, did not.