Installation of Service Desk fails on JIRA Software 7.6.1

Question

At "System" -> "Applications" I tried to install the JIRA Service Desk Application. But it failed.

Message:

An unexpected error occurred. Refer to the logs for more information.

In the Log:

2017-12-17 17:56:22,425 UpmAsynchronousTaskManager:thread-3 INFO alexd 1075x3278x1 yjw7fs 10.0.8.6 /rest/plugins/1.0/ [c.a.plugin.loaders.ScanningPluginLoader] No plugins found to be installed
2017-12-17 17:56:22,462 UpmAsynchronousTaskManager:thread-3 INFO alexd 1075x3278x1 yjw7fs 10.0.8.6 /rest/plugins/1.0/ [c.a.plugin.manager.DefaultPluginManager] Updating plugin 'com.atlassian.servicedesk.application' from version '3.9.1' to version '3.9.1'
2017-12-17 17:56:22,466 UpmAsynchronousTaskManager:thread-3 INFO alexd 1075x3278x1 yjw7fs 10.0.8.6 /rest/plugins/1.0/ [c.a.plugin.loaders.ScanningPluginLoader] Removed plugin 'com.atlassian.servicedesk.application'
2017-12-17 17:56:25,685 UpmScheduler:thread-1 WARN alexd 1050x2123x1 13gmnia 10.0.8.6 /rest/plugins/self-update/1.0/ [c.a.upm.pac.PacClientImpl] Update check request may take longer because of the number of add-ons

Alexander Dette · Answer

Hello,

thanks for the suggestion. Just as additional information.

I had the problem already last week. So I did a new attempt yesterday.

I did a new installation of JIRA Software 7.6.0 (installer on Linux CentOS) and imported a backup of the database (and restored attachments, logos, avatars).

After that i did a upgrade to JIRA Software 7.6.1.

-> Then I used the Button at "System" -> "Applications" and tried to install the Service Desk application.

Then the same problem occured.

Gonchik Tsymzhitov · Answer

Hi Alexander! As a short term attempt to fix it, you could try clearing the add-on cache. * Stop JIRA * Go to /work * Move the files in that directory to a backup directory somewhere outside the installation (your home directory is a good one). Do NOT delete the directory itself, only the content. * Go to /plugins * remove the .osgi-plugins and .bundled-plugins directories to somewhere safe (your home again?) * Start JIRA and monitor the logs for errors Cheers, Gonchik Tsymzhitov