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Cannot Install update on Jira Service Desk 3.1.10

juan.caldino

The last week I install all update on Jira Sotware from 7.2.0 to 7.7.0, but i try to install all update on Jira Servie Desk 3.1.10, but into the log file only show me "Failed to install add-on plugin_5082672348126406353_jira-servicedesk-application-3.2.1"

Accepted answers

All comments

Andy Heinzer

The version numbers here are somewhat confusing. I'm not sure where or how you're seeing a 3.1.10 JSD version. That version should only have been compatible with Jira Core 7.1.x versions. If you were on Jira 7.2.0, then it makes sense that you might have had a Jira Service Desk 3.2.1 version installed with that version, those are at least compatible. However when you updated Jira to 7.7.0, the version of Service Desk that is compatible with that version is actually 3.10.0. Perhaps that versioning number similarly ti 3.1.10 is the confusing part here.

I think you actually want the 3.10.0 Jira Service Desk for this specific instance given your version of Jira. If you're Jira instance has network access to the internet, you should be able to install this update directly on the Applications -> Versions & Licenses page. Even if you do not have network access, you can still use that page to download the obr file for that version where you can find on this page: https://marketplace.atlassian.com/plugins/com.atlassian.servicedesk.application/versions

juan.caldino

I had the Jira Software version 7.1.10 and Jira Heldesk 3.1.10, the last week I install al update for Jira Software without any issue, then I tried to install the updates for Jira Help Desk.

Andy Heinzer

Try this:

Stop Jira
Navigate to your $JIRAHOME/plugins/installed-plugins/
move all the files that have the word 'servicedesk' in their file name from this folder, into a temp folder outside the $JIRAHOME directory
Start Jira again

These steps will allow your instance to start up without any attempted Service Desk plugins trying to be loaded on startup. Once that is complete, then go back to the Gear Icon -> Applications -> Versions & Licenses. On that page should be an option on the right side to 'Try Service Desk'. Or if you have a valid JSD license installed, you might also be able to directly install the compatible version of JSD with your Jira Core version that way.

Try these steps. If you are still running into problems, please let us know what steps you took and it might also help to look into the $JIRAHOME/log/atlassian-jira.log file at the time of this JSD install/upgrade to see what that log says.

juan.caldino

we have not installed Jira Core we only have installed Bitbucket server, Jira Software and Jira Heldesk.

errorlog

018-03-04 13:08:53,585 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] OBR resolver has 38 unsatisfied requirements for installing plugin_3110022309239046551_jira-servicedesk-application-3.2.0.obr
2018-03-04 13:08:53,585 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.jira.issue.export))
2018-03-04 13:08:53,585 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.servicedesk.api.user))
2018-03-04 13:08:53,585 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.annotations.tenancy))
2018-03-04 13:08:53,585 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.plugin.spring.scanner.annotation.imports))
2018-03-04 13:08:53,585 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.servicedesk.internal.api.report.convert))
2018-03-04 13:08:53,585 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.servicedesk.internal.api.applink))
2018-03-04 13:08:53,585 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.mail.converters.basic))
2018-03-04 13:08:53,585 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.servicedesk.internal.api.feature.customer.request))
2018-03-04 13:08:53,585 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.servicedesk.internal.api.feedback))
2018-03-04 13:08:53,585 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.servicedesk.internal.api.sla.searcher))
2018-03-04 13:08:53,585 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.servicedesk.internal.api.analytics))
2018-03-04 13:08:53,585 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.jira.issue.export.customfield))
2018-03-04 13:08:53,585 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.servicedesk.internal.api.sla.util))
2018-03-04 13:08:53,585 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.servicedesk.internal.api.feature.reqparticipants))
2018-03-04 13:08:53,585 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.servicedesk.plugins.kb.internal.obr.install))
2018-03-04 13:08:53,585 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.servicedesk.internal.api.sla.metric))
2018-03-04 13:08:53,585 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.servicedesk.internal.api.report.series))
2018-03-04 13:08:53,585 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.servicedesk.internal.api.search.user))
2018-03-04 13:08:53,585 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.servicedesk.plugins.coreui.internal.utils))
2018-03-04 13:08:53,585 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.servicedesk.internal.api.rest))
2018-03-04 13:08:53,585 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.servicedesk.plugins.approvals.internal.obr.install))
2018-03-04 13:08:53,585 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.annotations.nonnull))
2018-03-04 13:08:53,585 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.servicedesk.internal.api.sla))
2018-03-04 13:08:53,585 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.servicedesk.internal.api.knowledgebase))
2018-03-04 13:08:53,585 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.servicedesk.internal.api.sla.configuration.calendar))
2018-03-04 13:08:53,585 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.mail.converters.wiki))
2018-03-04 13:08:53,585 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.servicedesk.internal.api.user))
2018-03-04 13:08:53,585 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.servicedesk.internal.api.listener))
2018-03-04 13:08:53,585 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(symbolicname=com.atlassian.servicedesk.public-rest-api)(version>=3.2.0.038-01))
2018-03-04 13:08:53,585 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.servicedesk.internal.api.events))
2018-03-04 13:08:53,585 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.servicedesk.internal.api.customfields.feedback))
2018-03-04 13:08:53,586 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.servicedesk.internal.api.feature.applink))
2018-03-04 13:08:53,586 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.mail.converters))
2018-03-04 13:08:53,586 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.servicedesk.internal.api.sla.searcher.builder))
2018-03-04 13:08:53,586 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.plugin.spring.scanner.annotation.export))
2018-03-04 13:08:53,586 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.servicedesk.internal.api.util.paging))
2018-03-04 13:08:53,586 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.servicedesk.internal.api.customfields.origin))
2018-03-04 13:08:53,586 UpmAsynchronousTaskManager:thread-1 ERROR Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(package=com.atlassian.servicedesk.internal.api.request.requesttype.status))
2018-03-04 13:08:53,614 UpmAsynchronousTaskManager:thread-1 WARN Juan 758x230084x4 u16b1y xxx.xxx.xxx.xxx /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.DefaultPluginInstallationService] Plugin installation failed: Failed to resolve plugin dependencies within OBR [plugin_3110022309239046551_jira-servicedesk-application-3.2.0.obr]. Please see the logs for more detailed information.