Problem with activating the new Service Desk license

[prestaonline]

I went to activate the new Service Desk license and noticed the problem, it disappeared from the license part.
I've tried to reinstall it several times, it always shows an error.

See: https://youtu.be/7JlBexJ72oE

I also tried to follow all the guidelines suggested by the system analyzer and none have any effect.

I need you to resolve this issue, we are already without the Service Desk for 5 days and it is preventing us from serving our customers.

And I don't know what else to do.

[Sachin]

Hello @prestaonline , can you try "upload an application" option. You can download JSD 4.11.1 from here - https://marketplace.atlassian.com/apps/1213632/jira-service-desk/version-history

[NeoGest]

hi @Sachin, thanks! 

But it didn't solve it, the problem remains the same.

See: https://youtu.be/QypQWmOr4yI

[Andy Heinzer]

Hi @prestaonline,

Thanks for posting the video, I can see that Jira Service Desk is trying to install here, but that some critical plugins here are remaining disabled.  This tends to happen because Jira Service Desk requires a previous upgrade through another version that has not happened yet.

Did you have Jira Service Desk installed to this Jira instance on a previous version?  Was this version before the 3.0 version of Jira Service Desk?  If so, then this problem is expected.  We have a related KB about this over in Unable to render element error in navigation bar after upgrading Jira Service Desk.

That KB explains that you first need to upgrade Jira to a Jira 7.0/Jira Service Desk 3.0 version in order to make sure that Jira Service Desk can correctly upgrade this data.  This is also something mentioned in the Jira Service Desk 3.2 release notes. Once that happens, you can then make the upgrade jump to the latest versions.

However if this is not an upgrade, then we would want to take a closer look at the Jira logs from this site both at the time of this Jira Service Desk installation, and again when Jira starts up after this is installed.  These logs will provide us with more clear evidence of exactly why Jira Service Desk is not starting up as we expect here.

To help us further troubleshoot and gather logs here, I have created a support case on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/3/SDS-53419

Please gather a support zip from this site and include it to that support case.  Our support team can then better investigate the problem here and offer some troubleshooting steps to follow to try to correct this.

Regards,

Andy