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Servicedesk is malfunctioning with license bought after expired trial

digitalmobil GmbH & Co. KG

Recently our sevicedesk trial license expired and consequently servicedesk functionality was disabled.
So we bought the starter license to continue exploring and using servicedesk.

However after appliying the license service desk seems to be re-enabled but doesn't function properly (e.g. while there is a servicedesk section when viewing projects, servicedesk templates are missing from the create project wizard).

During JIRA startup enabling of the following 13 plugins times out:

`Plugins that have yet to be enabled: (13): [com.atlassian.servicedesk.servicedesk-reports-plugin, com.atlassian.servicedesk.public-rest-api, com.atlassian.servicedesk.servicedesk-knowledge-base-plugin, com.atlassian.servicedesk.servicedesk-notifications-plugin, com.atlassian.servicedesk.plugins.automation.servicedesk-automation-then-webhook-plugin, com.atlassian.servicedesk, com.atlassian.servicedesk.plugins.automation.servicedesk-automation-modules-plugin, com.atlassian.servicedesk.approvals-plugin, com.atlassian.servicedesk.project-ui, com.atlassian.servicedesk.servicedesk-canned-responses-plugin, com.atlassian.servicedesk.plugins.servicedesk-search-plugin, com.atlassian.servicedesk.frontend-webpack-plugin, com.atlassian.servicedesk.servicedesk-variable-substitution-plugin], 281 seconds remaining`

Those plugins are also displayed as being disabled in the plugin management screen. However there is no "Enable" button.
This suggests that not all servicedesk modules have been re-enabled when applying the new license.

We've already tried back and forth to resolve this situation, including un- and re-installing servicedesk, before or after appliying the new license - always ending up with the same situation.

Searching the web and atlassian support ressources did not yield a solution so far either. So we've somewhat run out of options and any help is appreciated.

JIRA version 7.5.0, Servicedesk version 3.8.0, running the blacklabelops/jira:7.5.0 docker image.

Accepted answers

digitalmobil GmbH & Co. KG

I've been in touch with atlassian support and came to a solution in the meantime:

The key was to remove the {JIRA_HOME/plugins/.osgi-plugins} directory and restart JIRA (i.e. the container).

Afterwards everything was running fine.

UPDATE: This is the full answer from atlassian support to resolve the problem:

Stop JIRA.
Delete the content of $JIRA_INSTALL/work directory
Delete the content of $JIRA_HOME/plugins/.bundled-plugins directory
Delete the content of JIRA_HOME/plugins/.osgi-plugins directory

Run the following query

SELECT * FROM pluginstate WHERE pluginenabled = 'false';

If there is any result, run the following:

UPDATE pluginstate SET pluginenabled = 'true' WHERE pluginenabled = 'false';

Set plugin wait time to 300 in your startup parameter. You will need to add below codes in your setenv file
```
-Datlassian.plugins.enable.wait=300
```
You can view Setting properties and options on startup for the steps applicable for your operating system. If wait time 300 still did not managed to start up JIRA try 600
Start JIRA, wait for few minutes and now try to access your JIRA instance.

In my case Step 4. was crucial, but you might want to try all those steps in case the problem persists.

All comments

Shannon S

Hi Roland,

Are you able to have a look at the Jira Server Logs and at the full startup notes to see what else might be occurring? The message you're showing will continue to do a countdown from 281 seconds, and you should at some point see a few helpful error messages.

Please feel free to send us the errors that you see at that time so we can see why Service Desk might not be starting properly.

Kind Regards,
Shannon

digitalmobil GmbH & Co. KG

Thanks for your reply Shannon, please see below for the actual solution.

digitalmobil GmbH & Co. KG

I've been in touch with atlassian support and came to a solution in the meantime:

The key was to remove the {JIRA_HOME/plugins/.osgi-plugins} directory and restart JIRA (i.e. the container).

Afterwards everything was running fine.

UPDATE: This is the full answer from atlassian support to resolve the problem:

Stop JIRA.
Delete the content of $JIRA_INSTALL/work directory
Delete the content of $JIRA_HOME/plugins/.bundled-plugins directory
Delete the content of JIRA_HOME/plugins/.osgi-plugins directory

Run the following query

SELECT * FROM pluginstate WHERE pluginenabled = 'false';

If there is any result, run the following:

UPDATE pluginstate SET pluginenabled = 'true' WHERE pluginenabled = 'false';

Set plugin wait time to 300 in your startup parameter. You will need to add below codes in your setenv file
```
-Datlassian.plugins.enable.wait=300
```
You can view Setting properties and options on startup for the steps applicable for your operating system. If wait time 300 still did not managed to start up JIRA try 600
Start JIRA, wait for few minutes and now try to access your JIRA instance.

In my case Step 4. was crucial, but you might want to try all those steps in case the problem persists.

Shannon S

Roland,

Thank you for verifying!

I've accepted your answer.

Take care and kind regards,

Shannon

Marcus Kesper

I have the exact same issue on a test clone, but the proposed solution doesn't work in my case. After the 280s "Plugins that have yet to be enabled: (13)" messages there are a lot of errors logged like these:

2017-11-21 09:38:34,036 Spring DM Context Creation Timer ERROR [c.a.p.osgi.factory.OsgiPlugin] Plugin 'com.atlassian.servicedesk.project-ui' never resolved service '&serviceDeskAppLinkService' with filter '(&(objectClass=com.atlassian.servicedesk.internal.api.feature.applink.ServiceDeskAppLinkService)(objectClass=com.atlassian.servicedesk.internal.api.feature.applink.ServiceDeskAppLinkService))'
2017-11-21 09:38:34,044 Spring DM Context Creation Timer ERROR [c.a.p.osgi.factory.OsgiPlugin] Plugin 'com.atlassian.servicedesk.project-ui' never resolved service '&userFactory' with filter '(&(objectClass=com.atlassian.servicedesk.api.user.UserFactory)(objectClass=com.atlassian.servicedesk.api.user.UserFactory))'
2017-11-21 09:38:34,044 Spring DM Context Creation Timer ERROR [c.a.p.osgi.factory.OsgiPlugin] Plugin 'com.atlassian.servicedesk.project-ui' never resolved service '&portalUrlsProvider' with filter '(&(objectClass=com.atlassian.servicedesk.internal.api.project.PortalUrlsProvider)(objectClass=com.atlassian.servicedesk.internal.api.project.PortalUrlsProvider))'

Shannon S

In addition to the .osgi-pluglins directory that Roland mentioned, you may also want to try removing

JIRA_HOME/plugins/.bundled-plugins

Otherwise this could be a resource problem, so you'll want to have a look at JIRA applications System Plugin Timeout While Waiting for Add-ons to Enable for more suggestions.

Kind regards,

Shannon

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