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Cannot install service desk on jira


We have a problem to install on app Jira Server Desk:

we had the application installed but it was uninstalled and we cannot install it, when I press install it throws the following error:

Captura de Pantalla 2020-02-04 a la(s) 15.59.43.png

Captura de Pantalla 2020-02-04 a la(s) 15.57.00.png


1 answer

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Do you have the related errors in the logs?

Where can I to see log? 

This is log today :

2020-02-05 18:04:29,487 UpmAsynchronousTaskManager:thread-4 ERROR mperez 914x1318x1 9btx1t /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] OBR resolver has 1 unsatisfied requirements for installing plugin.6114797146363975139.jira-servicedesk-application-4.3.2.obr
2020-02-05 18:04:29,487 UpmAsynchronousTaskManager:thread-4 ERROR mperez 914x1318x1 9btx1t /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(symbolicname=com.atlassian.servicedesk.public-rest-api)(version>=4.3.1.REL-0010))
2020-02-05 18:04:29,501 UpmAsynchronousTaskManager:thread-4 WARN mperez 914x1318x1 9btx1t /rest/plugins/1.0/installed-marketplace [c.a.u.core.install.DefaultPluginInstallationService] Plugin installation failed: Failed to resolve plugin dependencies within OBR [plugin.6114797146363975139.jira-servicedesk-application-4.3.2.obr]. Please see the logs for more detailed information.

I would try these instructions and see - if you had it before and uninstalled, there might be some remnants of the old version causing a conflict:


In order to install the new JSD version properly, the workaround is to completely remove all the jar files related to existing Service Desk from the directory <JIRA_HOME>/plugins/installed-plugins and install the new Service Desk version, following these steps:

    1. Stop Jira.
    2. Clear your plugin cache. To do this, delete completely the 2 following folders. Not to worry, these 2 folders will be rebuilt when JIRA starts:



    1. Go to the directory <JIRA_HOME>/plugins/installed-plugins/ and remove the following files:
      • Any file starting with jira-servicedesk-
      • Any file starting with servicedesk-
      • The file jira-workinghours-plugin-*.jar
    1. Start Jira.
    2. At this stage, you should have a Jira instance completely free of any Service Desk jar files.
    3. Go to the page Applications > Versions & licenses.
    4. You will be presented with a message saying the JSD is licensed but isn't installed.
    5. Click on the Install button to install the JSD

Hello, do not try this step by step that you gave me until today for project priorities,

replicate the productive instance and do the step by step you gave me, but I still get the same error.

What I can do? thank you!!

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