How to install JIRA Service Desk on top of JIRA Software?

Question

I want to install Jira Service Desk into existing Jira Software server.  I did this on my DEV server from the Application tab but am unable to create a project, I get error message JIRA Service Desk, unable to create IT Service Desk projects with Nullpointer exception.  My Jira version is 7.12.1.  I find a bit of information about this but have not resolved it yet.  So I was going to try again in my QA server to see if the installation was wrong.  So my question is, do I need to install Service Desk using the installer file (on Linux) and not do it through the web interface?

Peter Garncarek · Answer

I am on Jira 7.12.1 and Service Desk is 3.15.1

Alexey Matveev · Answer

Kindly make sure that you installed the correct version of Service Desk to your Jira.

Here is the version matrix:

https://confluence.atlassian.com/adminjira/jira-applications-compatibility-matrix-875304597.html

Peter Garncarek · Answer

Yes, I already have it installed and licensed.  But when I go to create a new service desk project I get the "hmm...we couldn't create your project due to unknown error."  In log analyzer I have "Jira Service Desk, unable to create IT Service Desk project with Nullpointer exception".

I tried the install in QA though Applications tab.  After install I try to create project and get same error.  So my question was if using the installer file to install service desk would solve this, as it looks like the installation is not configuring everything it needs to for it to work correctly.

Looking at the raw atlassian-servicedesk.log the things of interest are these lines:

java.sql.SQLSyntaxErrorException: ORA-04043: object "JIRAQA" does not exist (JIRAQA is my QA installation)

Caught SQLSyntaxErrorException for insert into "JIRAQA"."AO_54307E_SYNCUPGRADERECORD" ("ACTION", "CREATED_DATE", "EXCEPTION", "MESSAGE", "SERVICE_DESK_VERSION", "UPGRADE_TASK_NAME") values (?, ?, ?, ?, ?, ?)

So either the installation did not update my database and configuration or I am missing some permissions somewhere.  My best guess.  I figured it would work right out of the box but either I have some custom configuration that messed up the install or am missing something obvious in the documentation.