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Can't create a Service Desk Project

Ise Mileva

Hello,

I'm testing Jira Software and Service Desk right now.
I started by installing Jira Software and creating a Software project on it without any difficulty.
But today I wanted to add Jira Service Desk. So I added it via the Applications & Licences.
Now I can see the empty Service Desks projects list, but when I try to create a new project, I only have software and business projects.
I tried installing Jira Service Desk on another Server without Software, and there I can create Service Desks projects.
Can someone help me find what I'm doing wrong ?

Thanks by advance.

Accepted answers

Nic Brough -Adaptavist-

Is your admin account (you?) able to use Service Desk? I mean, does it have the right permissions - in the applications list, there should be a group or groups with application access for SD, are you in one of thoose groups?

All comments

Nic Brough -Adaptavist-

Ise Mileva

Thanks for the fast answer !
I can't create as admin so I tried adding another user to the group 'jira-servicedesk-user' but he can't create service desk projects too.

Nic Brough -Adaptavist-

To create a project, you have to be an admin. You should not have to be a service-desk user to create a SD project, but it does mean you will be able to see and config the project when it is created.

So, when you say "I can't create", what exactly do you mean? When you create a project, what options do you get in the "project type" dialogue? Do you mean the Service Desk ones are missing, or that they are there but give you an error or do nothing when used?

Ise Mileva

The Service Desk are missing.
I only have Software and Business.

Mitrol

hi, I have the same problem and I already desistale it and install again. would you have any solution?

Cloud Services_s92yxy

I am seeing the same issue. Uninstall/reinstall of the JSD application is not fixing it, using Jira Core 8.3.3, Jira Software 8.3.3 and Jira Service Desk 4.3.3

I don't see why this issue has been marked as 'solved'?

There is no apparent resolution described here. The link to another page is also now dead.

Tech Orders

Same issues here, I was able to get the existing boards back as we had JSD installed a long time ago, uninstalled it, it didn't get upgraded. Now running 8.3.3 and JSD 4.3.3

I can't create a new project AND there is no customer / organization buttons to add people to the JSD instance.

Definitely broke as a joke.

Aymeric Deloche

Hi,

I am quite new to Jira and its tools and I had the same problem : I could only pick Software and Business projects templates.

To bypass it I did the following steps :

- Click on "Switch To.." on the bottom left on the screen, and reclick Jira Service Desk even if you are already on it

- Create New Project, "Try a next-gen project"

-Pick General Service Desk (equivalent to the internal one) or any type of Service Desk you desire

And voilà, you have your Service Desk.

Derek Hanson

Thank you for this suggestion!!

Yatish Madhav

Hi all,

Yeah, struggled to find this too but got there... You need to go to the Next Gen Project > Project settings > Advanced and then opt for the Classic SD option and provide feedback as to why you want to use it.

Hope this helps.

Thank you

Christian Methfessel

Thank you! The ServiceDesk Projects are indeed only available as "Next Gen" Projects!

Rodney Dsouza _Atlassian Certified Expert_

Wow, this is crazy. I actually used your suggestion because probably some kind of bug in Jira Cloud relating to having a Jira Service Desk subscription with Core or Software, it was no longer allowing me to create a JSD project of any kind. Your answer fixed my problem.

Thanks for posting this solution.

Basile Boulanger

Hello,

I have the same problem with Jira Core 9.15.0 + Jira Software 9.15.0 + Jira Service Management 5.15.0. When I want to create a "Service" project, I only see the Software & Business option. Uninstalling & reinstalling Service Desk has no effect.

Maybe someone can help me ?

void-dot-admin

Hello @Basile Boulanger ,

Today I've found a fix for this issue. I had the exact same issue as you have, after I've installed JSM on Jira DC I could not create any Service Desk project because the SD section doesn't appear.

Just follow the Atlassian documentation below:

https://confluence.atlassian.com/jirakb/jira-service-management-app-fails-to-load-on-startup-800703376.html

You just need to delete some rows from the database if the following select ( SELECT * from pluginstate; ) is returning any values as false in the pluginstate table.

After you deleted the rows, restart jira. Issue fixed.

Reason:

It seems that this issue happens because JSM failed to load due to those JSM plugins being disabled in the DB. I don't know this happens but is good that there is a fix for it.

void-dot-admin

@Mitrol @Cloud Services @Tech Orders

Just follow the Atlassian documentation below:

https://confluence.atlassian.com/jirakb/jira-service-management-app-fails-to-load-on-startup-800703376.html

You just need to delete some rows from the database if the following select ( SELECT * from pluginstate; ) is returning any values as false in the pluginstate table.

After you deleted the rows, restart jira. Issue fixed.

I hope this helps.

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