Jira service desk not installed

[Miguel Perez]

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:

I update the log that throws me:

root@b99510493a17:/var/atlassian/application-data/jira/log# cat atlassian-servicedesk.log
2020-08-17 19:06:30,318 UpmAsynchronousTaskManager:thread-1 INFO mperez 1145x100x1 tfjm4d 190.112.18.69 /rest/plugins/1.0/ [automation.internal.bootstrap.AutomationPluginLauncher] AutomationPlugin onStart() - Service Desk Automation Plugin is starting...
2020-08-17 19:06:31,852 UpmAsynchronousTaskManager:thread-1 INFO mperez 1145x100x1 tfjm4d 190.112.18.69 /rest/plugins/1.0/ [automation.internal.bootstrap.AutomationPluginLauncher] AutomationPlugin onStart() - Service Desk Automation Plugin is started.
2020-08-17 19:06:34,167 UpmAsynchronousTaskManager:thread-1 INFO mperez 1145x100x1 tfjm4d 190.112.18.69 /rest/plugins/1.0/ [servicedesk.bootstrap.upgrade.ServiceDeskUpgradeTaskFactory] Converting JSD Async Upgrade tasks to the Upgrade Task Framework format.
2020-08-17 19:06:34,188 UpmAsynchronousTaskManager:thread-1 INFO mperez 1145x100x1 tfjm4d 190.112.18.69 /rest/plugins/1.0/ [bootstrap.lifecycle.server.ServerPluginLifeCycle] Checking license...
2020-08-17 19:06:34,265 UpmAsynchronousTaskManager:thread-1 INFO mperez 1145x100x1 tfjm4d 190.112.18.69 /rest/plugins/1.0/ [bootstrap.lifecycle.server.ServerPluginLifeCycle] Check if upgrade requirements are satisfied...
2020-08-17 19:06:34,284 UpmAsynchronousTaskManager:thread-1 INFO mperez 1145x100x1 tfjm4d 190.112.18.69 /rest/plugins/1.0/ [bootstrap.lifecycle.server.ServerPluginLifeCycle] Initialising ActiveObjects support and running AO upgrade tasks...
2020-08-17 19:06:36,647 UpmAsynchronousTaskManager:thread-1 INFO mperez 1145x100x1 tfjm4d 190.112.18.69 /rest/plugins/1.0/ [bootstrap.lifecycle.server.ServerPluginLifeCycle] Enabling ServiceDesk mail channels...
2020-08-17 19:06:36,652 UpmAsynchronousTaskManager:thread-1 INFO mperez 1145x100x1 tfjm4d 190.112.18.69 /rest/plugins/1.0/ [bootstrap.lifecycle.server.ServerPluginLifeCycle] Schedule job to periodically ensure SD mail channels are enabled
2020-08-17 19:06:36,654 UpmAsynchronousTaskManager:thread-1 INFO mperez 1145x100x1 tfjm4d 190.112.18.69 /rest/plugins/1.0/ [bootstrap.lifecycle.server.ServerPluginLifeCycle] Finished scheduling job to periodically ensure SD mail channels are enabled
2020-08-17 19:06:38,800 Thread-70 WARN anonymous 1145x100x1 tfjm4d 190.112.18.69 /rest/plugins/1.0/ [cannedresponses.internal.index.CannedResponseIndexLauncherImpl] Canned Response 'PLUGIN STARTUP' is about to start BACKGROUND reindex all
2020-08-17 19:06:38,873 Thread-70 WARN anonymous 1145x100x1 tfjm4d 190.112.18.69 /rest/plugins/1.0/ [cannedresponses.internal.index.CannedResponseIndexLauncherImpl] Canned Response PLUGIN STARTUP has finished BACKGROUND reindex all

We need buy more licences !!

[Andy Heinzer · Accepted solution]

Hi Miguel,

Sorry to hear about this problem.  It looks like you have Jira Service Desk installed, but that it might not be starting up completely when Jira starts.  Try running the following SQL to see what plugins are disabled in Jira:

select * from pluginstate;

This can show us all the plugins that are disabled within Jira.  I have seen instances where a plugin that Jira Service Desk depends on is disabled and in turn it can prevent it from working here, even after a reinstall.

On a side note, why did you uninstall and reinstall Jira Service Desk?  Is it possible that you might have done an upgrade to Jira Service Desk here?  If so I'd like to know what version you were running before and after here to better understand if there might be another cause for this problem. 

The log entries you have included so far are not clearly indicating there is a problem here.  So perhaps we need to take a closer look at the logs when Jira starts up to better understand the cause here.

Please let me know.

Andy

[Miguel Perez]

Hello Andy,

we do not uninstall jira, it uninstalled itself.

[Miguel Perez]

Hello Andy,

run command:

select * from pluginstate;

It was result:

PLUGINKEY | PLUGINENABLED com.atlassian.servicedesk.approvals-plugin | true com.atlassian.servicedesk | true com.atlassian.servicedesk.application | false com.atlassian.servicedesk.plugins.automation.servicedesk-automation-modules-plugin | true com.atlassian.jira.plugins.jira-development-integration-plugin | true com.atlassian.servicedesk.servicedesk-knowledge-base-plugin | true com.atlassian.servicedesk.frontend-webpack-plugin | true com.atlassian.servicedesk.plugins.servicedesk-search-plugin | true com.atlassian.servicedesk.servicedesk-variable-substitution-plugin | true com.atlassian.servicedesk.servicedesk-canned-responses-plugin | true com.atlassian.servicedesk.servicedesk-reports-plugin | true com.atlassian.jira.jira-projects-issue-navigator | true com.atlassian.jira.gadgets | true com.onresolve.jira.groovy.groovyrunner:jsd-canned-comment-loader | false com.tempoplugin.tempo-accounts | true com.tempoplugin.tempo-plan-core | true com.tempoplugin.tempo-teams | true is.origo.jira.tempo-plugin | true

What are the next steps?

Thank U !

[Andy Heinzer]

Try these steps. 

1. Stop Jira
2. Run the following SQL command

   delete from pluginstate where pluginkey='com.atlassian.servicedesk.application';

3. Start Jira again.

This will remove that single entry in that table with that pluginkey.  This being marked as disabled will prevent Jira Service Desk from loading when Jira starts up.  But all the other entries there are either already enabled, or unrelated to Jira Service Desk's ability to start up. 

If Jira Service Desk does not startup correctly after doing this, then I would want to see the $JIRAHOME/log/atlassian-jira.log file from this startup time.  It should have more clues about why this is not working as expected.  While our Community site will not permit you to upload files directly, you could upload these to a site like dropbox or google drive and then share the link to these logs with us here.  I'd be happy to take a closer look.

Andy

[Miguel Perez]

Thank u Andy!!!

we could solve it

[Sachin]

Hello @Miguel Perez ,

Try "upload an application" option. You can download JSD 4.3.2 from here - https://marketplace.atlassian.com/apps/1213632/jira-service-desk/version-history

[Miguel Perez]

Hello Sachin, how r u?

I threw the same error and I do not know what else to try, I share the log:

2020-08-31 16:52:20,765 JIRA-Bootstrap INFO      [servicedesk.bootstrap.upgrade.ServiceDeskUpgradeTaskFactory] Converting JSD Async Upgrade tasks to the Upgrade Task Framework format.
2020-08-31 16:52:56,101 JIRA-Bootstrap INFO      [automation.internal.bootstrap.AutomationPluginLauncher] AutomationPlugin onStart() - Service Desk Automation Plugin is starting...
2020-08-31 16:52:57,603 JIRA-Bootstrap INFO      [automation.internal.bootstrap.AutomationPluginLauncher] AutomationPlugin onStart() - Service Desk Automation Plugin is started.
2020-08-31 16:53:01,123 Thread-51 WARN anonymous     [cannedresponses.internal.index.CannedResponseIndexLauncherImpl] Canned Response 'PLUGIN STARTUP' is about to start BACKGROUND reindex all
2020-08-31 16:53:01,477 Thread-51 WARN anonymous     [cannedresponses.internal.index.CannedResponseIndexLauncherImpl] Canned Response PLUGIN STARTUP has finished BACKGROUND reindex all
2020-08-31 16:53:22,863 JIRA-Bootstrap INFO      [bootstrap.lifecycle.server.ServerPluginLifeCycle] Checking license...
2020-08-31 16:53:22,874 JIRA-Bootstrap INFO      [bootstrap.lifecycle.server.ServerPluginLifeCycle] Check if upgrade requirements are satisfied...
2020-08-31 16:53:22,878 JIRA-Bootstrap INFO      [bootstrap.lifecycle.server.ServerPluginLifeCycle] Initialising ActiveObjects support and running AO upgrade tasks...
2020-08-31 16:53:23,093 JIRA-Bootstrap INFO      [bootstrap.lifecycle.server.ServerPluginLifeCycle] Enabling ServiceDesk mail channels...
2020-08-31 16:53:23,102 JIRA-Bootstrap INFO      [bootstrap.lifecycle.server.ServerPluginLifeCycle] Schedule job to periodically ensure SD mail channels are enabled
2020-08-31 16:53:23,121 JIRA-Bootstrap INFO      [bootstrap.lifecycle.server.ServerPluginLifeCycle] Finished scheduling job to periodically ensure SD mail channels are enabled
2020-08-31 16:53:55,992 Caesium-1-4 INFO      [servicedesk.bootstrap.upgrade.ServiceDeskUpgradeTaskFactory] Converting JSD Async Upgrade tasks to the Upgrade Task Framework format.
2020-08-31 17:09:59,156 http-nio-8080-exec-9 ERROR anonymous 1029x93x1 - 183.136.225.45 / [servicedesk.internal.web.CustomerContextSettingFilter] Request path does not contain servlet path. Emptying out request paths. servletPath=/default.jsp requestPath=/
2020-08-31 17:10:30,931 http-nio-8080-exec-10 ERROR anonymous 1030x99x3 - 3.235.79.9 /rest/gadgets/1.0/g/messagebundle/und/gadget.common%2Cgadget.issuetable%2Cgadget.assignedtome%2Cgadget.issuetable.common [servicedesk.internal.web.CustomerContextSettingFilter] Request path does not contain servlet path. Emptying out request paths. servletPath=/rest/gadgets/1.0/g/messagebundle/und/gadget.common,gadget.issuetable,gadget.assignedtome,gadget.issuetable.common requestPath=/rest/gadgets/1.0/g/messagebundle/und/gadget.common%2Cgadget.issuetable%2Cgadget.assignedtome%2Cgadget.issuetable.common
2020-08-31 17:10:31,860 http-nio-8080-exec-2 ERROR anonymous 1030x103x4 - 3.235.79.9 /rest/gadgets/1.0/g/messagebundle/es_ES/gadget.common%2Cgadget.issuetable%2Cgadget.assignedtome%2Cgadget.issuetable.common [servicedesk.internal.web.CustomerContextSettingFilter] Request path does not contain servlet path. Emptying out request paths. servletPath=/rest/gadgets/1.0/g/messagebundle/es_ES/gadget.common,gadget.issuetable,gadget.assignedtome,gadget.issuetable.common requestPath=/rest/gadgets/1.0/g/messagebundle/es_ES/gadget.common%2Cgadget.issuetable%2Cgadget.assignedtome%2Cgadget.issuetable.common
2020-08-31 17:10:32,103 http-nio-8080-exec-3 ERROR anonymous 1030x104x4 - 3.235.79.9 /rest/gadgets/1.0/g/messagebundle/und/gadget.common%2Cgadget.activity.stream [servicedesk.internal.web.CustomerContextSettingFilter] Request path does not contain servlet path. Emptying out request paths. servletPath=/rest/gadgets/1.0/g/messagebundle/und/gadget.common,gadget.activity.stream requestPath=/rest/gadgets/1.0/g/messagebundle/und/gadget.common%2Cgadget.activity.stream
2020-08-31 17:10:32,146 http-nio-8080-exec-6 ERROR anonymous 1030x105x4 - 3.235.79.9 /rest/gadgets/1.0/g/messagebundle/es_ES/gadget.common%2Cgadget.activity.stream [servicedesk.internal.web.CustomerContextSettingFilter] Request path does not contain servlet path. Emptying out request paths. servletPath=/rest/gadgets/1.0/g/messagebundle/es_ES/gadget.common,gadget.activity.stream requestPath=/rest/gadgets/1.0/g/messagebundle/es_ES/gadget.common%2Cgadget.activity.stream
2020-08-31 17:12:11,927 http-nio-8080-exec-4 ERROR anonymous 1032x226x2 1hzgh5q 190.0.183.94 / [servicedesk.internal.web.CustomerContextSettingFilter] Request path does not contain servlet path. Emptying out request paths. servletPath=/default.jsp requestPath=/