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JIRA Service Desk Configuration missing

We have an existing JIRA Software installation on-premise and we installed a trial of Service Desk.  When the trial ended, we uninstalled Service Desk, as the expired trial was impacting regular usage of JIRA Software.  

We purchased the startup licenses for Service Desk and reinstalled 3.9.4, but I don't see the JIRA Service Desk Configuration under Settings > Applications.  Also, when I create a new project, Service Desk is not an option - Only Software and Business. 

1 answer

0 votes
Shannon Spaniol Atlassian Team Apr 03, 2019

Hi Calvin,

Let's see if we can get you up and running quickly on Jira Service Desk!

Could you go to Versions & Licenses menu and let me know if you have any Service Desk options there?

Have you tried stopping and restarting Jira to see if you're able to recover the JSD installation?






I have stopped and started JIRA and under Versions and Licenses I see the JIRA Service Desk installation with 3 agents.


But on the left pane, the JIRA Service Desk Configuration link is not there.


Shannon Spaniol Atlassian Team Apr 05, 2019

Hello Calvin,

Thank you for sharing that screenshot. Upon investigation, I discovered you reported the issue in the Support queue as well, and my colleague Andy has sent you a reply.

In this case, let's leave the investigation part on the Support side, since they are able to obtain your logs in order to look deeper into this issue. It's definitely an issue we've seen in the past, particularly with uninstalling a trial of JSD and re-installing later at a different version.

With your support zip and logs that you send to the support case, we'll be able to work on a solution for you.

Thank you for your understanding.



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