Cannot Install JIRA Service Desk on Jira

[Francesc Xavier Berjano Tresserras]

Hello,

We recently upgraded our self hosted JIRA instance to latest 7.8.1 version from 7.1.2. Service Desk was already installed, but after upgrade we were not able to use it. So we uninstalled it and tried again.

But result is the same:

"An unexpected error occurred. Refer to the logs for more information."

We can't understand from logs what is happening. Do you have any idea? Searching previous questions we  found problems about upgrading, but not new installs.

These are our logs when installing Service Desk:

2018-03-29 17:50:31,935 UpmScheduler:thread-2 WARN admin     [c.a.upm.pac.PacClientImpl] Update check request may take longer because of the number of add-ons
2018-03-29 17:52:56,186 Caesium-1-4 ERROR ServiceRunner     [c.a.j.p.devstatus.provider.DefaultDevSummaryPollService] not_configured
2018-03-29 17:57:56,185 Caesium-1-3 ERROR      [c.a.j.p.devstatus.provider.DefaultDevSummaryPollService] not_configured
2018-03-29 18:02:56,193 Caesium-1-3 ERROR ServiceRunner     [c.a.j.p.devstatus.provider.DefaultDevSummaryPollService] not_configured
2018-03-29 18:07:08,349 UpmAsynchronousTaskManager:thread-2 INFO admin 1085x524x2 urutny 62.57.130.168 /rest/plugins/1.0/ [c.a.plugin.loaders.ScanningPluginLoader] No plugins found to be installed
2018-03-29 18:07:08,416 UpmAsynchronousTaskManager:thread-2 INFO admin 1085x524x2 urutny 62.57.130.168 /rest/plugins/1.0/ [c.a.plugin.manager.DefaultPluginManager] Updating plugin 'com.atlassian.servicedesk.application' from version '3.11.1' to version '3.11.1'
2018-03-29 18:07:08,426 UpmAsynchronousTaskManager:thread-2 INFO admin 1085x524x2 urutny 62.57.130.168 /rest/plugins/1.0/ [c.a.plugin.loaders.ScanningPluginLoader] Removed plugin 'com.atlassian.servicedesk.application'
2018-03-29 18:07:10,132 UpmScheduler:thread-1 WARN admin     [c.a.upm.pac.PacClientImpl] Update check request may take longer because of the number of add-ons
2018-03-29 18:07:56,192 Caesium-1-1 ERROR ServiceRunner     [c.a.j.p.devstatus.provider.DefaultDevSummaryPollService] not_configured
2018-03-29 18:09:35,318 UpmAsynchronousTaskManager:thread-3 INFO admin 1088x719x1 urutny 62.57.130.168 /rest/plugins/1.0/ [c.a.plugin.loaders.ScanningPluginLoader] No plugins found to be installed
2018-03-29 18:09:35,353 UpmAsynchronousTaskManager:thread-3 INFO admin 1088x719x1 urutny 62.57.130.168 /rest/plugins/1.0/ [c.a.plugin.manager.DefaultPluginManager] Updating plugin 'com.atlassian.servicedesk.application' from version '3.11.1' to version '3.11.1'
2018-03-29 18:09:35,357 UpmAsynchronousTaskManager:thread-3 INFO admin 1088x719x1 urutny 62.57.130.168 /rest/plugins/1.0/ [c.a.plugin.loaders.ScanningPluginLoader] Removed plugin 'com.atlassian.servicedesk.application'
2018-03-29 18:09:36,559 UpmScheduler:thread-3 WARN admin 1069x140x1 nhqxb6 62.57.130.168 /rest/plugins/1.0/ [c.a.upm.pac.PacClientImpl] Update check request may take longer because of the number of add-ons

Thank you for your help and time.

Marc ///

[Andy Heinzer · Accepted solution]

Sorry to hear this install/upgrade is not going as planned.  However this particular log does not clearly show any problems yet.  To better help here, I created a support request and I have provided some steps there to gather some logs for our review.  Please see https://getsupport.atlassian.com/servicedesk/customer/portal/3/SDS-31759 for details.

Regards,

Andy

[Francesc Xavier Berjano Tresserras]

Thank you Andy. I am following up on the support request then.

[Andy Heinzer]

Just wanted to followup on this thread, for the sake of other users that might find themselves in a similar situation.  

In the logs I found that the service desk plugins were not starting up when Jira started.   To address this we Increased the amount of memory Jira could use per Increasing Jira memory, the timeout value was extended to allow more time for plugins to load on the system (per JIRA applications System Plugin Timeout While Waiting for Add-ons to Enable), and we also cleared out any entries from the pluginstate table that pertained to service desk.  You can find these with a SQL query such as

select * from pluginstate;

With these changes made, Jira was then started again.  This helped some other service desk plugins start up, but there were still other service desk components that did not start up correctly.  

So this gave some more functionality, but we still did not have access to Queues for example.    Marc found then a solution the remaining problem:

It seems we had installed but disabled a Working Hours plugin which seems to be incompatible with Service Desk. I uninstalled it, uninstalled Service Desk one or two times and finally it worked. Now we are seeing those project queues ...

Ultimately these steps were all needed in order to resolve this case.