Update to Jira 7.2 Service Desk Failed

Question

Hi,

I've just updated JIRA to 7.2 from some 6.x version and everything goes ok. The problem starts when i try to update the service desk plugin to the lastest version, it shows errors and can't load correctly.

After search for the errors on google i came to this article:

https://confluence.atlassian.com/jirakb/after-upgrading-to-jira-service-desk-3-2-0-service-desk-project-s-navigation-bar-shows-unable-to-render-element-due-to-an-error-845943102.html

It describes exactly what its happening on my installation and don't know how to solve the issue.

I can't go back to JIRA 7.0 to perform the update as the article says.

Thank you,

Iago

Ismael Olusula Jimoh · Answer

To resolve the issue do the following:

* Setup a staging JIRA 7.1.9 instance.
* Get a backup of your main JIRA 7.2 instance.
* Install Service Desk on the staging instance from Admin > Application > Version & Licenses page.
* Install all other add-ons you are using on your production instance.
* Restore the backup from JIRA 7.2 on to the staging instance.
* Confirm that everything works as intended.
* Generate a backup of your staging instance.
* Restore this on to your JIRA 7.2 instance.

Test again to ensure everything works as intended.

Gerry Tan · Answer

The ideal case is you have a db backup of your 6.x JIRA and do double upgrade, one to 7.0, then 7.2. If you don't have 6.x backup, you might be able to downgrade 7.2 to 7.0 but this operation has higher difficulty since often JIRA will complain the database schema is newer than what it should be. I'd recommend contacting our support team if you have further issue with upgrade: https://support.atlassian.com