Problem updating SD 3.6.2 with JIRA 7.4

We updated our self-hosted instance from JIRA 6.3 to 7.4, and Service Desk from 2.5 to 3.6.4

After re-installing the SD instance several times (we faced lots of issues through the process), we have the following problems:

1.In JIRA web panel, we lost our "service desk" tab, so we can't really go to our service desk application.

2.Our customer portal is not working, it throws error 500, with the message:

java.lang.IllegalArgumentException: cacheLoader returned null for key 'SD_REQTYPE'

We shutted down jira and reinstalled Service desk lots of time, we have an available license.

Is there a way to completely uninstall service desk from jira 7.4 and do again the installation?

It seems to be something similar to this issue:

https://community.atlassian.com/t5/JIRA-Service-Desk-questions/Problems-after-upgrade-to-7-4-1/qaq-p/615281


¿Can you please help us? this is very critical for us!

1 answer

0 vote

Hi Ricardo,

When you upgraded from JIRA 6.3 and Service Desk 2.5 to JIRA 7.4 and Service Desk 3.6.4 did you upgrade directly or did you follow the incremental upgrade process recommended in

Here's what I would do next:

  1. Take a look at After upgrading to JIRA Service Desk 3.2.x or greater, Service Desk project's navigation bar shows "Unable to render element due to an error"
  2. Review your logs and see if you're running into the issue in the above referenced article. 

I would also check to see if the Service Desk add-on is enabled in the database using the instructions in JIRA application does not start due to disabled bundled plugin.

Cheers,

Branden

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