Still having problems with getting the Service Desk running again

[Stefan Wolff]

Hello.

Since nearly almost 2 months I experience big problems with the JIRA Service Desk. After updating JIRA in the End of August the SD Add-On is not starting anymore. I already contacted your Support but nothing helped to get the Service Desk back running. It does not make a difference if I try to install the Service Desk obr-file from within the JIRA administration menu or if I try to install it directly on the server with the ServiceDesk installer. The result is always "Service Desk is licensed but not installed".

When starting up JIRA it throws the following exception:

2017-11-04 18:45:39,848 Caesium-1-2 ERROR      [c.a.upgrade.core.DefaultUpgradeTaskFactoryProcessor] Failed to run performUpgradesUnsafe tasks from factory com.atlassian.servicedesk
com.atlassian.util.concurrent.LazyReference$InitializationException: java.lang.RuntimeException: Could not find upgrade task with OSGi service name com.atlassian.servicedesk.plugins.cannedresponses.internal.bootstrap.upgrade.tasks.AUT_0010_TurnOnCannedResponses
    at com.atlassian.util.concurrent.LazyReference.getInterruptibly(LazyReference.java:149)
    at com.atlassian.util.concurrent.LazyReference.get(LazyReference.java:112)
    at com.atlassian.servicedesk.bootstrap.upgrade.registry.UpgradeTaskRegistry.getAll(UpgradeTaskRegistry.java:62)
    at com.atlassian.servicedesk.bootstrap.upgrade.AsyncUpgradeTaskRegistration.getAsyncUpgradeTasks(AsyncUpgradeTaskRegistration.java:58)
    at com.atlassian.servicedesk.bootstrap.upgrade.AsyncUpgradeTaskRegistration.buildNumbersAreUnique(AsyncUpgradeTaskRegistration.java:88)
    at com.atlassian.servicedesk.bootstrap.upgrade.ServiceDeskUpgradeTaskFactory.getAllUpgradeTasks(ServiceDeskUpgradeTaskFactory.java:70)
    at com.atlassian.upgrade.core.DefaultUpgradeTaskFactoryProcessor.performUpgradesUnsafe(DefaultUpgradeTaskFactoryProcessor.java:75)
    at com.atlassian.upgrade.core.DefaultUpgradeTaskFactoryProcessor.performUpgrades(DefaultUpgradeTaskFactoryProcessor.java:46)
    at com.atlassian.upgrade.core.DefaultUpgradeTaskManager.lambda$upgradePlugins$0(DefaultUpgradeTaskManager.java:54)
    at java.util.stream.ReferencePipeline$3$1.accept(ReferencePipeline.java:193)
    at java.util.Iterator.forEachRemaining(Iterator.java:116)
    at java.util.Spliterators$IteratorSpliterator.forEachRemaining(Spliterators.java:1801)
    at java.util.stream.AbstractPipeline.copyInto(AbstractPipeline.java:481)
    at java.util.stream.AbstractPipeline.wrapAndCopyInto(AbstractPipeline.java:471)
    at java.util.stream.ReduceOps$ReduceOp.evaluateSequential(ReduceOps.java:708)
    at java.util.stream.AbstractPipeline.evaluate(AbstractPipeline.java:234)
    at java.util.stream.ReferencePipeline.reduce(ReferencePipeline.java:474)
    at com.atlassian.upgrade.core.DefaultUpgradeTaskManager.upgradePlugins(DefaultUpgradeTaskManager.java:55)
    at com.atlassian.jira.upgrade.PluginUpgradeManager.upgradePlugins(PluginUpgradeManager.java:63)
    at com.atlassian.jira.upgrade.UpgradeScheduler.runPluginUpgrades(UpgradeScheduler.java:103)
    at com.atlassian.jira.upgrade.UpgradeScheduler.runUpgrades(UpgradeScheduler.java:78)
    at com.atlassian.scheduler.core.JobLauncher.runJob(JobLauncher.java:153)
    at com.atlassian.scheduler.core.JobLauncher.launchAndBuildResponse(JobLauncher.java:118)
    at com.atlassian.scheduler.core.JobLauncher.launch(JobLauncher.java:97)
    at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService.launchJob(CaesiumSchedulerService.java:443)
    at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService.executeClusteredJob(CaesiumSchedulerService.java:438)
    at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService.executeClusteredJobWithRecoveryGuard(CaesiumSchedulerService.java:462)
    at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService.executeQueuedJob(CaesiumSchedulerService.java:390)
    at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService$1.consume(CaesiumSchedulerService.java:285)
    at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService$1.consume(CaesiumSchedulerService.java:282)
    at com.atlassian.scheduler.caesium.impl.SchedulerQueueWorker.executeJob(SchedulerQueueWorker.java:65)
    at com.atlassian.scheduler.caesium.impl.SchedulerQueueWorker.executeNextJob(SchedulerQueueWorker.java:59)
    at com.atlassian.scheduler.caesium.impl.SchedulerQueueWorker.run(SchedulerQueueWorker.java:34)
    at java.lang.Thread.run(Thread.java:745)
Caused by: java.lang.RuntimeException: Could not find upgrade task with OSGi service name com.atlassian.servicedesk.plugins.cannedresponses.internal.bootstrap.upgrade.tasks.AUT_0010_TurnOnCannedResponses
    at com.atlassian.servicedesk.bootstrap.upgrade.registry.UpgradeTaskReference$ServiceReference.getInstance(UpgradeTaskReference.java:85)
    at com.atlassian.servicedesk.bootstrap.upgrade.registry.UpgradeTaskRegistry.lambda$getOrCreateUpgradeTaskInstances$0(UpgradeTaskRegistry.java:51)
    at java.util.stream.ReferencePipeline$3$1.accept(ReferencePipeline.java:193)
    at java.util.Iterator.forEachRemaining(Iterator.java:116)
    at java.util.Spliterators$IteratorSpliterator.forEachRemaining(Spliterators.java:1801)
    at java.util.stream.AbstractPipeline.wrapAndCopyInto(AbstractPipeline.java:471)
    at java.util.stream.ReduceOps$ReduceOp.evaluateSequential(ReduceOps.java:708)
    at java.util.stream.AbstractPipeline.evaluate(AbstractPipeline.java:234)
    at java.util.stream.ReferencePipeline.collect(ReferencePipeline.java:499)
    at com.atlassian.servicedesk.bootstrap.upgrade.registry.UpgradeTaskRegistry.getOrCreateUpgradeTaskInstances(UpgradeTaskRegistry.java:52)
    at com.atlassian.servicedesk.bootstrap.upgrade.registry.UpgradeTaskRegistry.access$300(UpgradeTaskRegistry.java:18)
    at com.atlassian.servicedesk.bootstrap.upgrade.registry.UpgradeTaskRegistry$1.create(UpgradeTaskRegistry.java:27)
    at com.atlassian.servicedesk.bootstrap.upgrade.registry.UpgradeTaskRegistry$1.create(UpgradeTaskRegistry.java:24)
    at com.atlassian.util.concurrent.LazyReference$Sync.run(LazyReference.java:325)
    at com.atlassian.util.concurrent.LazyReference.getInterruptibly(LazyReference.java:143)
    at com.atlassian.util.concurrent.LazyReference.get(LazyReference.java:112)
    at com.atlassian.servicedesk.bootstrap.upgrade.registry.UpgradeTaskRegistry.getAll(UpgradeTaskRegistry.java:62)
    at com.atlassian.servicedesk.bootstrap.upgrade.AsyncUpgradeTaskRegistration.getAsyncUpgradeTasks(AsyncUpgradeTaskRegistration.java:58)
    at com.atlassian.servicedesk.bootstrap.upgrade.AsyncUpgradeTaskRegistration.buildNumbersAreUnique(AsyncUpgradeTaskRegistration.java:88)
    at com.atlassian.servicedesk.bootstrap.upgrade.ServiceDeskUpgradeTaskFactory.getAllUpgradeTasks(ServiceDeskUpgradeTaskFactory.java:70)
    at com.atlassian.upgrade.core.DefaultUpgradeTaskFactoryProcessor.hasPendingUpgrades(DefaultUpgradeTaskFactoryProcessor.java:146)
    at com.atlassian.upgrade.core.DefaultUpgradeTaskManager.lambda$needsUpgrading$2(DefaultUpgradeTaskManager.java:86)
    at java.util.stream.MatchOps$1MatchSink.accept(MatchOps.java:90)
    at java.util.ArrayList$ArrayListSpliterator.tryAdvance(ArrayList.java:1351)
    at java.util.stream.ReferencePipeline.forEachWithCancel(ReferencePipeline.java:126)
    at java.util.stream.AbstractPipeline.copyIntoWithCancel(AbstractPipeline.java:498)
    at java.util.stream.AbstractPipeline.copyInto(AbstractPipeline.java:485)
    at java.util.stream.AbstractPipeline.wrapAndCopyInto(AbstractPipeline.java:471)
    at java.util.stream.MatchOps$MatchOp.evaluateSequential(MatchOps.java:230)
    at java.util.stream.MatchOps$MatchOp.evaluateSequential(MatchOps.java:196)
    at java.util.stream.AbstractPipeline.evaluate(AbstractPipeline.java:234)
    at java.util.stream.ReferencePipeline.anyMatch(ReferencePipeline.java:449)
    at com.atlassian.upgrade.core.DefaultUpgradeTaskManager.needsUpgrading(DefaultUpgradeTaskManager.java:86)
    at com.atlassian.jira.upgrade.PluginUpgradeListener.onPluginInstall(PluginUpgradeListener.java:63)
    ... 2 filtered
    at java.lang.reflect.Method.invoke(Method.java:498)
    at com.atlassian.event.internal.SingleParameterMethodListenerInvoker.invoke(SingleParameterMethodListenerInvoker.java:40)
    at com.atlassian.event.internal.AsynchronousAbleEventDispatcher$1$1.run(AsynchronousAbleEventDispatcher.java:38)
    at com.google.common.util.concurrent.MoreExecutors$DirectExecutorService.execute(MoreExecutors.java:299)
    at com.atlassian.event.internal.AsynchronousAbleEventDispatcher.dispatch(AsynchronousAbleEventDispatcher.java:88)
    at com.atlassian.event.internal.EventPublisherImpl.invokeListeners(EventPublisherImpl.java:204)
    at com.atlassian.event.internal.EventPublisherImpl.publish(EventPublisherImpl.java:115)
    at com.atlassian.plugin.event.impl.DefaultPluginEventManager.broadcast(DefaultPluginEventManager.java:83)
    at com.atlassian.plugin.manager.DefaultPluginManager.broadcastIgnoreError(DefaultPluginManager.java:2129)
    at com.atlassian.plugin.manager.DefaultPluginManager.enableDependentPlugins(DefaultPluginManager.java:1264)
    at com.atlassian.plugin.manager.DefaultPluginManager.addPlugins(DefaultPluginManager.java:1218)
    at com.atlassian.jira.plugin.JiraPluginManager.addPlugins(JiraPluginManager.java:153)
    at com.atlassian.plugin.manager.DefaultPluginManager.earlyStartup(DefaultPluginManager.java:597)
    at com.atlassian.jira.plugin.JiraPluginManager.earlyStartup(JiraPluginManager.java:119)
    at com.atlassian.jira.ComponentManager$PluginSystem.earlyStartup(ComponentManager.java:641)
    at com.atlassian.jira.ComponentManager.quickStart(ComponentManager.java:196)
    at com.atlassian.jira.ComponentManager.start(ComponentManager.java:165)
    at com.atlassian.jira.upgrade.PluginSystemLauncher.start(PluginSystemLauncher.java:47)
    at com.atlassian.jira.startup.DefaultJiraLauncher.lambda$postDbLaunch$2(DefaultJiraLauncher.java:154)
    at com.atlassian.jira.config.database.DatabaseConfigurationManagerImpl.doNowOrEnqueue(DatabaseConfigurationManagerImpl.java:304)
    at com.atlassian.jira.config.database.DatabaseConfigurationManagerImpl.doNowOrWhenDatabaseActivated(DatabaseConfigurationManagerImpl.java:199)
    at com.atlassian.jira.startup.DefaultJiraLauncher.postDbLaunch(DefaultJiraLauncher.java:146)
    at com.atlassian.jira.startup.DefaultJiraLauncher.lambda$start$0(DefaultJiraLauncher.java:105)
    at com.atlassian.jira.util.devspeed.JiraDevSpeedTimer.run(JiraDevSpeedTimer.java:31)
    at com.atlassian.jira.startup.DefaultJiraLauncher.start(DefaultJiraLauncher.java:103)
    at com.atlassian.jira.startup.LauncherContextListener.initSlowStuff(LauncherContextListener.java:157)
    ... 1 more
2017-11-04 18:45:39,848 Caesium-1-2 ERROR      [c.a.jira.upgrade.UpgradeScheduler] Error occurred during execution of upgrades
com.atlassian.jira.upgrade.UpgradeException
 * Plugin upgrade(s) failed
    at com.atlassian.jira.upgrade.UpgradeScheduler.runPluginUpgrades(UpgradeScheduler.java:106)
    at com.atlassian.jira.upgrade.UpgradeScheduler.runUpgrades(UpgradeScheduler.java:78)
    at com.atlassian.scheduler.core.JobLauncher.runJob(JobLauncher.java:153)
    at com.atlassian.scheduler.core.JobLauncher.launchAndBuildResponse(JobLauncher.java:118)
    at com.atlassian.scheduler.core.JobLauncher.launch(JobLauncher.java:97)
    at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService.launchJob(CaesiumSchedulerService.java:443)
    at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService.executeClusteredJob(CaesiumSchedulerService.java:438)
    at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService.executeClusteredJobWithRecoveryGuard(CaesiumSchedulerService.java:462)
    at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService.executeQueuedJob(CaesiumSchedulerService.java:390)
    at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService$1.consume(CaesiumSchedulerService.java:285)
    at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService$1.consume(CaesiumSchedulerService.java:282)
    at com.atlassian.scheduler.caesium.impl.SchedulerQueueWorker.executeJob(SchedulerQueueWorker.java:65)
    at com.atlassian.scheduler.caesium.impl.SchedulerQueueWorker.executeNextJob(SchedulerQueueWorker.java:59)
    at com.atlassian.scheduler.caesium.impl.SchedulerQueueWorker.run(SchedulerQueueWorker.java:34)
    at java.lang.Thread.run(Thread.java:745)

[Andy Heinzer · Accepted solution]

Hi Stefan,

I am sorry to hear this has not been resolved yet.  We did create a previous support request to try to help in regards to this problem, however we have not received any update from you on that issue in several weeks.   Typically we would like to focus on this same support request until the problem is resolved rather than let it timeout due to inactivity.

From the previous investigation, it appears that we saw the service desk plugin installed, but failing to startup due to a timeout.  I can see from the previous support request that you did add the -Datlassian.plugins.enable.wait=300 to extend this timeout period, but the Service Desk plugin still does not appear to start up.

At this point I think there is something else in your environment that is preventing this plugin from loading correctly.  That could be that the /plugins/installed-plugins/ directory has another plugin that might be causing this problem, or my other thought is that there could still be a flag in the Jira database in regards to disabling that plugin or one of its dependencies.

Previously we requested that you, stop Jira, and then move the contents of this $JIRAHOME/plugins/installed-plugins/ to another directory temporarily outside the $JIRAHOME/ folder entirely, then start Jira again.   This is one way to try to eliminate if another plugin is causing this problem.   From there when Jira starts, I would be interested to see if you can then install Service Desk once more correctly.  Even if this does not succeed, getting an updated support zip will help us to better understand this problem.

The other angle to investigate this issue would be to see if you have any entries in the database's pluginstate table that might indicate if a dependent plugin to this module is currently disabled.   We have a related JSD KB on this problem in Service Desk Installed, but Not Enabled. Found dependent enabled plugins for plugin....  We would be interested to learn the results of that SQL query against the Jira database to see what entries might exist there.

From this point though we will likely still need to look at updated logs from your system to better understand this problem, and in order to do that we really need to create a support request.  You can either reply to the previous support request, or if need be we can generate a new support request on your behalf.  Please let me know.

Regards,

Andy Heinzer
Atlassian Support

[Stefan Wolff]

Some of the tips I tried already some weeks ago - without any success. The new tips I will try in a couple of hours and will inform you about the results tomorrow.

[Stefan Wolff]

Hello Andy,

thank you for your help. I managed to get the SD running again. The tip with the pluginstate in the database helped. After updating the status of the plugins with the pluginstate ="false" to pluginstate="true" and deleting another time all the servicedesk related plugins from the "installed plugins"-Folder, I was able to reinstall the Service Desk and get it back running.

Thank you very much.

[Andy Heinzer]

YAY!  Glad to hear it's working correctly now.