It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Remove Servicedesk add-on from JIRA Instance Edited

Hi, We are going to migrate from JIRA 6.4.8 to JIRA 7.3.8. We have a new server environment for JIRA 7 and the migration steps are working as expected. 
However.. we are hoping to use Service Desk on JIRA 7. We have the Servicedesk v2.5.3 add-on with JIRA 6.4 but this add-on is unused. 
I am trying install Servicedesk v3.5.2 on our JIRA 7 environment but it’s reporting the below in the logs and we are unable to navigate to projects that have been migrated to Servicedesk (page fails to load):
ERROR sysadmin 1127x162x1 kvcm7f /rest/plugins/1.0/ [c.a.s.b.lifecycle.server.ServerPluginLifeCycle] '2.5.3' version of Service Desk cannot be upgraded to '3.5.2-REL-0012'. Upgrade to '3.0.0' <= <version> < '3.2.0' first.
com.atlassian.servicedesk.bootstrap.lifecycle.server.UnsatisfiedVersionRequirementException: '2.5.3' version of Service Desk cannot be upgraded to '3.5.2-REL-0012'. Upgrade to '3.0.0' <= <version> < '3.2.0' first.
I have tried removing Servicedesk v2.5.3 from JIRA 6.4 but a fresh import of the database into JIRA 7 still shows the error in the logs. So Servicedesk v2.5.3 is still referenced somewhere in JIRA 6.4 despite removing the add-on.
Is there a way to completely remove v2.5.3 from JIRA 6.4 so we can install a clean version of v3.5.2 with JIRA 7? 
I’ve tried manually installing v3.0.0 etc but looking at the below link it’s a known problem. 
There seems to be no upgrade path for servicedesk between JIRA 6.4 and JIRA 7.3. So I’d like to fully remove all reference to SD v2.5.3 from JIRA 6.4 so I can make a clean install on JIRA 7.3. 
Does anyone have any advise? 


2 answers

Hi Tim,

When you install Service Desk it creates tables for the product.  This is what the installer is seeing.  There is an upgrade path outlined in JSDSERVER-4211:

  1. Rollback the JIRA upgrade first
  2. Then upgrade to a Service Desk version such as 3.0.10 (Corresponds to JIRA Server 7.0.10)
  3. Once this upgrade is complete, you should then be able to upgrade JIRA to 7.2 and Service Desk to 3.2

Take a look at the Service Desk 3.2.x release notes and the knowledge base article 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" and for more information.

There is an open suggestion ticket to add support to drop the Service Desk tables from JIRA.  You can find it at JSDSERVER-4732 and in addition, there are some suggestions in JSDSERVER-4732 to drop the tables, however, you will need to try that in a test instance as I have not see multiple confirmations that method works.



Hi Branden, thanks for the reply. 


We are jumping from JIRA 6.4.8 to JIRA 7.3.8. 


To confirm, there is no supported upgrade path other than migrating from JIRA 6.4.8 > 7.0.10 >  > 7.3.8?


I will look at dropping the service desk tables to see if this works for us, but we'd prefer a supported method which by the looks of it involves an intermediate upgrade to 7.0.10.



Hi Tim,

At the moment the upgrade path with the intermediate step to 7.0.10 is the only supported upgrade path due to the way the installer checks for upgrades. 

Please vote on JSDSERVER-4732 to add impact to the feature request to get this functionality added so we can avoid this in future upgrades.



Suggest an answer

Log in or Sign up to answer
Community showcase
Posted in Jira Service Desk

Tell us how you've implemented Change Management

Hello Community 👋, I'm a product manager at Atlassian, looking at improving change management capabilities across our products. In particular, we're looking at bridging the gap between Dev & ...

1,746 views 10 17
Join discussion

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you