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Can't Enable Jira Server Management on Server

We are on Jira 8.20.0 Server, self hosted, with all three installed

 

  • Jira Core 8.20.0
  • Jira Software 8.20.0
  • Jira Service Managment 4.20.0

Screenshot 2022-01-06 at 11.31.19 PM.png

In our attempt to examine our migration to the could version, we where being blocked by the "Insights" (com.riadalabs.jira.plugins.insight: 9.1.2) plugin, and in order to check if we could move forward we went ahead and disabled it temporarily.

It seems that this is the core plugin form Service Desk, and after disabling this, our Service Desk projects as well as our customer portals where not available anymore. Furthermore we couldn't "enable" the plugin again, which showed a generic error, and no errors in the logs.

In our attempt to fix the problem we went ahead re-installed a fresh installation of our backup .tar.gz for 8.20.0, and the Insight plugin is enabled, as well as the  three installations show that they are installed.

However, all the Service Desk Projects still acts as simple projects, our queues are gone, and portal urls display a 404 message. We can't even create a Service Desk project anymore.

 

In our logs during startup we are noticing this message which just times out

 


2022-01-06 23:21:59,542+0200 JIRA-Bootstrap INFO [c.a.plugin.util.WaitUntil] Plugins that have yet to be enabled: (17): [com.atlassian.servicedesk.servicedesk-knowledge-base-plugin, com.atlassian.servicedesk.servicedesk-reports-plugin, com.atlassian.servicedesk.approvals-plugin, com.atlassian.servicedesk.plugins.automation.servicedesk-automation-then-webhook-plugin, com.atlassian.servicedesk.public-rest-api, com.atlassian.servicedesk.servicedesk-variable-substitution-plugin, com.atlassian.jira.mobile.jira-mobile-rest, com.intenso.jira.plugins.jsd-extender, com.atlassian.servicedesk.plugins.automation.servicedesk-automation-modules-plugin, com.atlassian.servicedesk.servicedesk-lingo-integration-plugin, com.atlassian.servicedesk.incident-management-plugin, com.atlassian.servicedesk, com.atlassian.servicedesk.frontend-webpack-plugin, com.atlassian.servicedesk.project-ui, com.atlassian.servicedesk.plugins.servicedesk-search-plugin, com.atlassian.servicedesk.servicedesk-notifications-plugin, com.atlassian.servicedesk.servicedesk-canned-responses-plugin], 1 seconds remaining


 

And the modules are disabled in the "System > Manage Apps > Application components" with no way to enabled them.

 

Screenshot 2022-01-06 at 11.18.17 PM.png

 

This is what is available in the database

> select * from pluginstate ;

 

pluginkey | pluginenabled
-----------------------------------------------------------------------------------------+---------------
com.atlassian.jira.jira-view-issue-plugin | true
com.atlassian.jira.jira-projects-plugin | true
com.atlassian.jira.plugins.jira-importers-plugin | true
com.atlassian.jira.jira-issue-nav-components | true
com.atlassian.jira.plugins.workflow.sharing.jira-workflow-sharing-plugin | true
com.atlassian.jira-core-project-templates | true
com.atlassian.jira.project-templates-plugin | true
com.atlassian.jira.rest | true
com.atlassian.jira.plugins.jira-workflow-designer | true
com.atlassian.jira.jira-project-config-plugin | true
com.onresolve.jira.groovy.groovyrunner:jsd-canned-comment-loader | false
com.onresolve.jira.groovy.groovyrunner | true
com.atlassian.jira.jira-software-application | true
com.atlassian.jira.plugin.ext.bamboo | true
com.atlassian.jira.plugins.jira-bitbucket-connector-plugin | true
com.atlassian.jira.plugins.jira-development-integration-plugin | true
com.atlassian.jira.plugins.jira-software-plugin | true
com.atlassian.jira.plugins.jira-transition-triggers-plugin | true
com.atlassian.jirafisheyeplugin | true
com.atlassian.jpo | true
com.atlassian.teams | true
com.pyxis.greenhopper.jira | true
com.radiantminds.roadmaps-jira | true
com.atlassian.jira.plugins.workinghours | false
com.refinedwiki.jira.todos | true
com.atlassian.servicedesk.plugins.automation.servicedesk-automation-then-webhook-plugin | true
com.atlassian.servicedesk.public-rest-api | true
com.atlassian.servicedesk.plugins.servicedesk-search-plugin | true
com.atlassian.servicedesk.approvals-plugin | true
com.atlassian.servicedesk.servicedesk-notifications-plugin | true
com.atlassian.servicedesk.frontend-webpack-plugin | true
com.atlassian.servicedesk.project-ui | true
com.atlassian.servicedesk.servicedesk-knowledge-base-plugin | true
com.atlassian.servicedesk.servicedesk-canned-responses-plugin | true
com.atlassian.servicedesk.servicedesk-variable-substitution-plugin | true
com.atlassian.servicedesk.servicedesk-lingo-integration-plugin | true
com.atlassian.servicedesk.servicedesk-reports-plugin | true
com.atlassian.servicedesk.incident-management-plugin | true
com.atlassian.servicedesk.plugins.automation.servicedesk-automation-modules-plugin | true
com.atlassian.servicedesk | true

 


 

Finally, we also try upgrading to 8.21.0, which allows us to upgrade Service Desk to 4.21.0, however the problem still remains.

 

At the moment we are stuck, and are facing a real issue given we can't serve our customers in any way.

 

1 answer

After posting this, and catching a deep breath I uninstalled and reinstalled the actual application, and this enabled the necessary modules, and service desk came back up again.

 

However I would love to know if there is anything in the information above which would hint to the actual problem.

Deep breaths are always a very important step in debugging! Glad to hear it's working again. I'm wondering if there was some confusion in the order of loading plugins and it got itself in a a dependency loop/hell.

CCM

Currently running into this exact issue in Jira Data Center V8.20.10 in a 3-Node cluster after upgrading for CVE-2022-26135 - Full-Read Server Side Request Forgery in Mobile Plugin for Jira Data Center and Server, and tried re-installing Jira Service Management V4.20.10.  Did you just re-install Jira Software from the Administration Applications Menu or uninstall/re-install from the server?

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DEPLOYMENT TYPE
SERVER
VERSION
8.20.0
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