JIRA Service Desk Disabled After Server Migration

Brandon Saunders

I've been having trouble getting JIRA Service Desk running after recently migrating from one JIRA Server to another.

 

Some things I've done:

• Check plugins. Make sure it's enabled.
• Make sure JIRA Service Desk application is installed and enabled.
• Make sure my user has the agent permission.
• Make sure my user is an administrator for a JIRA Service Desk project.
• Set the project to the "JIRA Service Desk" project type.

 

The only thing I can think of is that in my manage plug-ins area I only see one plugin that references JIRA Service Desk:

Service Desk Internal Base Plugin

But when I go to JIRA System I see that it's still disabled.

JIRA Service Desk - 3.9.0-REL-0006Plugin byAtlassian	Enabled plugin-banner: img/upm/upm-banner.png plugin-icon: img/upm/upm-icon.png post.install.url: /plugins/servlet/servicedesk/get-started plugin-logo: img/upm/upm-logo.png post.update.url: /plugins/servlet/servicedesk/get-started
JIRA Service Desk Application - 3.9.0Plugin byAtlassian	Enabled atlassian-data-center-compatible: true
JIRA Service Desk Project Plugin - 3.9.0-REL-0006Plugin byAtlassian	Disabled
JIRA Service Desk Public REST API Plugin - 3.9.0-REL-0006Plugin byAtlassian	Disabled

 

When I run the query:

select * from pluginstate

I see most all plugins are enabled.

jira.plugin.syntaxhighlighter.macro.syntaxplugin,false
com.kretar.jira.plugin.user-story-map,true
com.go2group.jira.plugin.synapse,true
com.spartez.jira.plugins.scrum-standup-for-jira,true
com.atlassian.troubleshooting.plugin-jira,true
org.swift.jira.clone-plus,true
com.atlassian.jira.plugins.workinghours,true
com.atlassian.servicedesk,true
com.tng.jira.plugins.workflowenhancer,false

 

When I enabled the workinghours plugin I saw the JIRA Service Desk - 3.9.0-REL-0006Plugin byAtlassian become enabled.

But when I view a project it's still showing as a regular project. I do seem to have the ability to create a new JIRA Service Desk project.

Am I missing something here?

Andy Heinzer

When you migrated servers, what version of Service Desk existed on the old server at that time?   It sounds like you have Service Desk working now after enabling that system plugin, but if you are finding that previous JSD projects do not appear to be working as you expected, my concern is to learn if there was also an upgrade to Service Desk that in turn should have been applied to existing data in your database.

 

There are known limitations in regards as to what versions you can upgrade Jira Service Desk.  For example, all Jira Service Desk 2.x.x versions or earlier have to upgraded to a 3.0.x or 3.1.x version before they can be upgraded to later versions such as 3.2.x or higher.  Trying to upgrade one of these older versions from before 3.0.0 directly to a 3.2.x or higher is known to break the Service Desk installation.