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

Question

We had JSD installed as Trial for a couple of days. Since the trial expired and we could not create any new Issues anymore, i removed the JSD Plugin. I removed all Schemes, Screen, Permissions etc regarding JSD from our Jira instance. Today i ordered a 3 Agent License and wanted to install JSD again but i get the error "An unexpected error occurred. Refer to the logs for more information." The atlassian-servicedesk.log in var/atlassian/appdata... is empty. The atlassian-jira.log part is attached: 2018-07-10 12:27:52,951 UpmAsynchronousTaskManager:thread-2 INFO email@address.example 717x381x2 evuk7x 10.10.10.3,127.0.0.1 /rest/plugins/1.0/available/featured [c.a.plugin.loaders.ScanningPluginLoader] No plugins found to be installed 2018-07-10 12:27:53,573 UpmAsynchronousTaskManager:thread-2 INFO email@address.example 717x381x2 evuk7x 10.10.10.3,127.0.0.1 /rest/plugins/1.0/available/featured [c.a.plugin.util.WaitUntil] Plugins that have yet to be enabled: (3): [com.atlassian.jira.plugins.workinghours, com.atlassian.servicedesk.plugins.automation.servicedesk-automation-plugin, com.atlassian.servicedesk.internal-base-plugin], 300 seconds remaining 2018-07-10 12:27:54,577 UpmAsynchronousTaskManager:thread-2 INFO email@address.example 717x381x2 evuk7x 10.10.10.3,127.0.0.1 /rest/plugins/1.0/available/featured [c.a.j.p.w.i.bootstrap.lifecycle.WorkingHoursPluginLauncher] JIRA (SD) Working Hours Plugin starting... 2018-07-10 12:27:54,577 UpmAsynchronousTaskManager:thread-2 INFO email@address.example 717x381x2 evuk7x 10.10.10.3,127.0.0.1 /rest/plugins/1.0/available/featured [c.a.j.p.w.i.bootstrap.lifecycle.WorkingHoursPluginLauncher] JIRA (SD) Working Hours Plugin started 2018-07-10 12:27:54,597 UpmAsynchronousTaskManager:thread-2 DEBUG email@address.example 717x381x2 evuk7x 10.10.10.3,127.0.0.1 /rest/plugins/1.0/available/featured [c.a.activeobjects.osgi.ActiveObjectsServiceFactory] getService bundle [com.atlassian.psmq] 2018-07-10 12:27:54,707 UpmAsynchronousTaskManager:thread-2 DEBUG email@address.example 717x381x2 evuk7x 10.10.10.3,127.0.0.1 /rest/plugins/1.0/available/featured [c.a.activeobjects.osgi.OsgiServiceUtilsImpl] Registering service net.java.ao.atlassian.AtlassianTableNameConverter@17f03a47 with interface net.java.ao.schema.TableNameConverter and properties {com.atlassian.plugin.key=com.atlassian.servicedesk.plugins.automation.servicedesk-automation-plugin} 2018-07-10 12:27:54,710 UpmAsynchronousTaskManager:thread-2 DEBUG email@address.example 717x381x2 evuk7x 10.10.10.3,127.0.0.1 /rest/plugins/1.0/available/featured [c.a.activeobjects.osgi.OsgiServiceUtilsImpl] Registering service com.atlassian.activeobjects.config.internal.DefaultActiveObjectsConfiguration@514e75d0 with interface com.atlassian.activeobjects.config.ActiveObjectsConfiguration and properties {com.atlassian.plugin.key=com.atlassian.servicedesk.plugins.automation.servicedesk-automation-plugin} 2018-07-10 12:27:54,712 UpmAsynchronousTaskManager:thread-2 DEBUG email@address.example 717x381x2 evuk7x 10.10.10.3,127.0.0.1 /rest/plugins/1.0/available/featured [c.a.activeobjects.osgi.ActiveObjectsServiceFactory] onPluginModuleEnabledEvent storing unattached configuration module for [com.atlassian.servicedesk.plugins.automation.servicedesk-automation-plugin] 2018-07-10 12:27:54,714 UpmAsynchronousTaskManager:thread-2 INFO email@address.example 717x381x2 evuk7x 10.10.10.3,127.0.0.1 /rest/plugins/1.0/available/featured [c.a.s.p.a.internal.bootstrap.AutomationPluginLauncher] AutomationPlugin onStart() - Service Desk Automation Plugin is starting... 2018-07-10 12:27:54,747 UpmAsynchronousTaskManager:thread-2 INFO email@address.example 717x381x2 evuk7x 10.10.10.3,127.0.0.1 /rest/plugins/1.0/available/featured [c.a.s.p.a.internal.bootstrap.AutomationPluginLauncher] AutomationPlugin onStart() - Service Desk Automation Plugin is started. 2018-07-10 12:27:54,748 UpmAsynchronousTaskManager:thread-2 DEBUG email@address.example 717x381x2 evuk7x 10.10.10.3,127.0.0.1 /rest/plugins/1.0/available/featured [c.a.activeobjects.osgi.ActiveObjectsServiceFactory] onPluginEnabledEvent attaching unbound to [com.atlassian.servicedesk.plugins.automation.servicedesk-automation-plugin] 2018-07-10 12:27:54,748 UpmAsynchronousTaskManager:thread-2 DEBUG email@address.example 717x381x2 evuk7x 10.10.10.3,127.0.0.1 /rest/plugins/1.0/available/featured [c.a.activeobjects.osgi.TenantAwareActiveObjects] init bundle [com.atlassian.servicedesk.plugins.automation.servicedesk-automation-plugin] 2018-07-10 12:27:54,748 UpmAsynchronousTaskManager:thread-2 DEBUG email@address.example 717x381x2 evuk7x 10.10.10.3,127.0.0.1 /rest/plugins/1.0/available/featured [c.a.activeobjects.osgi.TenantAwareActiveObjects] bundle [com.atlassian.servicedesk.plugins.automation.servicedesk-automation-plugin] loading new AO promise for JiraTenantImpl{id='system'} 2018-07-10 12:27:54,748 UpmAsynchronousTaskManager:thread-2 DEBUG email@address.example 717x381x2 evuk7x 10.10.10.3,127.0.0.1 /rest/plugins/1.0/available/featured [c.a.activeobjects.osgi.TenantAwareActiveObjects] setAoConfiguration [com.atlassian.servicedesk.plugins.automation.servicedesk-automation-plugin] 2018-07-10 12:27:54,748 UpmAsynchronousTaskManager:thread-2 DEBUG email@address.example 717x381x2 evuk7x 10.10.10.3,127.0.0.1 /rest/plugins/1.0/available/featured [c.a.activeobjects.osgi.TenantAwareActiveObjects] bundle [com.atlassian.servicedesk.plugins.automation.servicedesk-automation-plugin] got ActiveObjectsConfiguration 2018-07-10 12:27:54,748 active-objects-init-JiraTenantImpl{id='system'}-0 DEBUG email@address.example [c.a.activeobjects.osgi.TenantAwareActiveObjects] bundle [com.atlassian.servicedesk.plugins.automation.servicedesk-automation-plugin] creating ActiveObjects 2018-07-10 12:27:54,845 UpmAsynchronousTaskManager:thread-2 DEBUG email@address.example 717x381x2 evuk7x 10.10.10.3,127.0.0.1 /rest/plugins/1.0/available/featured [c.a.activeobjects.osgi.OsgiServiceUtilsImpl] Registering service net.java.ao.atlassian.AtlassianTableNameConverter@698f752 with interface net.java.ao.schema.TableNameConverter and properties {com.atlassian.plugin.key=com.atlassian.jira.plugins.workinghours} 2018-07-10 12:27:54,847 UpmAsynchronousTaskManager:thread-2 DEBUG email@address.example 717x381x2 evuk7x 10.10.10.3,127.0.0.1 /rest/plugins/1.0/available/featured [c.a.activeobjects.osgi.OsgiServiceUtilsImpl] Registering service com.atlassian.activeobjects.config.internal.DefaultActiveObjectsConfiguration@8cb50ce1 with interface com.atlassian.activeobjects.config.ActiveObjectsConfiguration and properties {com.atlassian.plugin.key=com.atlassian.jira.plugins.workinghours} 2018-07-10 12:27:54,848 UpmAsynchronousTaskManager:thread-2 DEBUG email@address.example 717x381x2 evuk7x 10.10.10.3,127.0.0.1 /rest/plugins/1.0/available/featured [c.a.activeobjects.osgi.ActiveObjectsServiceFactory] onPluginModuleEnabledEvent storing unattached configuration module for [com.atlassian.jira.plugins.workinghours] 2018-07-10 12:27:54,850 UpmAsynchronousTaskManager:thread-2 DEBUG email@address.example 717x381x2 evuk7x 10.10.10.3,127.0.0.1 /rest/plugins/1.0/available/featured [c.a.activeobjects.osgi.ActiveObjectsServiceFactory] onPluginEnabledEvent attaching unbound to [com.atlassian.jira.plugins.workinghours] 2018-07-10 12:27:54,850 UpmAsynchronousTaskManager:thread-2 DEBUG email@address.example 717x381x2 evuk7x 10.10.10.3,127.0.0.1 /rest/plugins/1.0/available/featured [c.a.activeobjects.osgi.TenantAwareActiveObjects] init bundle [com.atlassian.jira.plugins.workinghours] 2018-07-10 12:27:54,850 UpmAsynchronousTaskManager:thread-2 DEBUG email@address.example 717x381x2 evuk7x 10.10.10.3,127.0.0.1 /rest/plugins/1.0/available/featured [c.a.activeobjects.osgi.TenantAwareActiveObjects] bundle [com.atlassian.jira.plugins.workinghours] loading new AO promise for JiraTenantImpl{id='system'} 2018-07-10 12:27:54,851 UpmAsynchronousTaskManager:thread-2 DEBUG email@address.example 717x381x2 evuk7x 10.10.10.3,127.0.0.1 /rest/plugins/1.0/available/featured [c.a.activeobjects.osgi.TenantAwareActiveObjects] setAoConfiguration [com.atlassian.jira.plugins.workinghours] 2018-07-10 12:27:54,851 UpmAsynchronousTaskManager:thread-2 DEBUG email@address.example 717x381x2 evuk7x 10.10.10.3,127.0.0.1 /rest/plugins/1.0/available/featured [c.a.activeobjects.osgi.TenantAwareActiveObjects] bundle [com.atlassian.jira.plugins.workinghours] got ActiveObjectsConfiguration 2018-07-10 12:27:55,018 active-objects-init-JiraTenantImpl{id='system'}-0 DEBUG email@address.example [c.a.activeobjects.osgi.TenantAwareActiveObjects] bundle [com.atlassian.servicedesk.plugins.automation.servicedesk-automation-plugin] created ActiveObjects 2018-07-10 12:27:55,019 active-objects-init-JiraTenantImpl{id='system'}-0 DEBUG email@address.example [c.a.activeobjects.osgi.TenantAwareActiveObjects] bundle [com.atlassian.jira.plugins.workinghours] creating ActiveObjects 2018-07-10 12:27:55,068 active-objects-init-JiraTenantImpl{id='system'}-0 DEBUG email@address.example [c.a.activeobjects.osgi.TenantAwareActiveObjects] bundle [com.atlassian.jira.plugins.workinghours] created ActiveObjects 2018-07-10 12:27:58,308 UpmScheduler:thread-2 WARN email@address.example [c.a.upm.pac.PacClientImpl] Update check request may take longer because of the number of add-ons How do i debug the problem? - Lucas

Earl McCutcheon · Answer

Hello,

Looking at the error output the system is complaining about some of the add-ons failing to start that are part of Service desk, so something either was missed or failed to uninstall correctly when you removed Service Desk the first time:

com.atlassian.jira.plugins.workinghours, com.atlassian.servicedesk.plugins.automation.servicedesk-automation-plugin, com.atlassian.servicedesk.internal-base-plugin

I would recommend as a first step try removing all the .jar packages related to Service desk in your installed plugins directory and doing a plugin cache flush, before attempting to re-install.

The Following is a list of all the service desk related .jar packages installed with service desk in the $jira-home/plugins/installed-plugins directory , with slight variations on what is present depending on the version of service desk you installed, but Stop Jira remove all the following:

atlassian-chaperone-*.jar
atlassian-client-resource-*.jar
atlassian-pocketknife-api-commons-plugin-*.jar
atlassian-timed-promise-plugin-*.jar
jira-email-processor-plugin-*.jar
jira-servicedesk-*.jar
jira-servicedesk-application-*.jar
jira-servicedesk-public-rest-api-plugin-*.jar
jira-workinghours-plugin-*.jar
jwt-plugin-*.jar
psmq-plugin-*.jar
querydsl-*-provider-plugin-*.jar
servicedesk-approvals-plugin-*.jar
servicedesk-automation-modules-plugin-*.jar
servicedesk-automation-plugin-*.jar
servicedesk-automation-then-webhook-plugin-*.jar
servicedesk-canned-responses-plugin-*.jar
servicedesk-core-ui-plugin-*.jar
servicedesk-frontend-plugin-*.jar
servicedesk-internal-base-plugin-*.jar
servicedesk-knowledge-base-plugin-*.jar
servicedesk-lingo-plugin-*.jar
servicedesk-notifications-plugin-*.jar
servicedesk-project-ui-plugin-*.jar
servicedesk-reports-plugin-*.jar
servicedesk-search-plugin-*.jar
servicedesk-variable-substitution-plugin-*.jar

Delete the following Hidden directories:

$jira-home/plugins/.bundled-plugins
$jira-home/plugins/.osgi-plugins

Restart Jira and then you should be able to re-install Service Desk by downloading the appropriate .obr installer package from here:

- https://marketplace.atlassian.com/apps/1213632/jira-service-desk/version-history

Then upload the package under Admin >> System >> Add-ons >> Manage add-ons >> Upload add-on

If this does not work next Step Is to reach out to Atlassian Support so we can take a closer look at the specifics of your deployment variables and logging by filing a request at:

* https://support.atlassian.com/

And include a Support Zip and a zip'ed copy of your installed plugins directory for additional review.

Regards,
Earl