Cannot install service desk on jira

[Danilo Scopigno]

Hello,

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:

[Neil Taylor · Accepted solution]

Do you have the related errors in the logs?

[Danilo Scopigno]

Where can I to see log? 

[Danilo Scopigno]

This is log today :

[Danilo Scopigno]

2020-02-05 18:04:29,487 UpmAsynchronousTaskManager:thread-4 ERROR mperez 914x1318x1 9btx1t 170.210.32.115 /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 170.210.32.115 /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 170.210.32.115 /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.

[Neil Taylor]

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:

<JIRA_HOME>/plugins/.osgi-plugins/

<JIRA_HOME>/plugins/.bundled-plugins/

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

[Danilo Scopigno]

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!!