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Getting "invalid server ID" when trying to retrieve Jira Service Desk license

daniel.neal

I have a Jira Core Server install and am trying to add Service Desk to the server. Everything is licensed correctly and working fine for Core. When I attempt to retrieve the Service Desk license, it asks me to put in server ID. I copy and paste it from the System info page (confirming no extra spaces before/after), and the page says "Invalid Server ID - Please try copying and pasting the Server ID directly from the product."

I see no way to get around this or to proceed with retrieving my license key. One thing that is interesting is that my server ID is not in the same format as the example (4 alpha - 4 numeric - 4 alpha - 4 numeric). Mine is 8 alphanumeric - 4 alphanumeric - 4 alphanumeric - 4 alpha numeric - 12 alphanumeric.

What can I do to get past this screen and get my Service Desk license?

Accepted answers

All comments

Johan Soetens _Dumblefy_

Have a look in the Licenses tab in your My Atlassian account.

CARLISLE_9wxp32

Are you using the mouse or CTRL C or CTRL V? Sometimes the data parses incorrectly with the mouse versus the keyboard.

daniel.neal

In the Licenses tab, I see all of my products listed (including Service Desk). When I expand Service Desk, there is a "View License" option. When I select that, it takes me to the page that asks for Server ID and won't accept my server ID.

daniel.neal

Following your suggestion, I have now tried both keyboard and mouse methods and am getting the same error/result.

Johan Soetens _Dumblefy_

Daniel, you need to be a technical contact (or billing contact) to have access to the license.

Did you ever purchase the Service Desk license? Perhaps you have an expired Service Desk evaluation license.

CARLISLE_9wxp32

Match the example exactly 4-4-4-4.

How many exact spaces does the form allow?

daniel.neal

I am a technical contact, and we bought the Service Desk license a few days ago. I am showing it as valid until 09/JAN/2020.

daniel.neal

My server ID is much longer than 4-4-4-4. It is 8-4-4-4-12. I don't know what parts should be cut off to match 4-4-4-4.

I was able to count the form allowing at least 30 characters.

CARLISLE_9wxp32

Your JSD and your JIRA instances might have to be the compatible versions. Atlassian builds their software to match exactly like most software teams. If there is a mismatch on the server side or client side, then there are issues.

Have you validated that they are both versions that are compatible?

daniel.neal

The versions I have do not appear in the compatibility matrix, but based on previous versions it looks like they would be.

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

I have Core 7.12.3 and Service Desk 3.15.3 installed.

CARLISLE_9wxp32

By the way, there is another instance of this exact mismatch on the string numbers not matching.

You are not alone. FYI

daniel.neal

I came across this: https://confluence.atlassian.com/jirakb/changing-server-id-for-test-installations-285839562.html?_ga=2.2668341.429484134.1547753279-1015796387.1546894129

and believe it may be my problem. I do have a Cloud-to-Server migration, which is how I came across that article. I haven't had a chance to test this yet.

CARLISLE_9wxp32

Let me know how it goes, it does not seem intuitive, but I guess they want to keep the licenses secure and safe.

daniel.neal

@CARLISLE @Johan Soetens _Dumblefy_Following the "changing server ID" instructions worked. I'm up and running now. Thanks for the help.

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