Can't install Servicedesk

[Feraz Yulgushev]

I have a JIRA version 7.1.9 updated from version 6.2.7

I have tried to install via administration, applications, versions and licenses

I also tried to install via obr file

in the end, on the page version and license, I see Servicedesk, but I can't find it under add-ons. In the projects section as there was a project type: Servicedesk

and can't administration it

[Jeff Tillett · Accepted solution]

It looks like your user has a "license" for SD, but is not tied to the project in question. Can you show us the roles screen for the project in question? Your user need to show up under the project roles "Administrator" and "Service Desk Team" to be a part of that Service Desk.

[Feraz Yulgushev]

that's the problem that there is no such role. only the usual set of roles, nothing new

[Feraz Yulgushev]

helped following

Set 9.4 psql and changed the locale to C
After deleted and installed the servicedesk again

[Feraz Yulgushev]

was installed 8.4 psql and locale en.utf-8

[Bart Meerveld]

Servicedesk isn't under add-ons, it's found under applications. You need to have servicedesk agent rights to administer servicedesk projects.

[Feraz Yulgushev]

I have these rights. I have created a project of type servicedesk. but still can't administration portal of servicedesk

[Nic Brough -Adaptavist-]

What does "can't administrate" actually mean?  When you go to project administration, are the service desk options not there?  Give an error when you click on them?  Greyed out so you can't use them?

[Bart Meerveld]

Also, do you want to administer the project or the servicedesk portal?

[Feraz Yulgushev]

I can't find any control of portal. neither in project nor in any other place. And this despite the fact that the service Desk is installed
according to the instructions, I should see in project administration additional fields, but no different from what it was before you installed service Desk. The addition of another type of project, now three of them (service Desk, business, software) . That is the statement for me doesn't work at all, and I can't understand what the problem is because when installing the service Desk, did not have any errors in the logs

[Nic Brough -Adaptavist-]

So, just to confirm I have understood what you've said there.

You have installed service desk.  You have got a project which, when you go to administrate it, shows you mostly the standard JIRA administration options, with no extra service desk related options.

Is that correct?

If it is, then what you have described is one of two things:

1. Your project type is not service desk
2. You are on version 1 of Service Desk, using the add-on instead of the application (which I doubt, because I don't think the add-on will even start up on your version of JIRA)

[Feraz Yulgushev]

clarification. this project is of type service Desk. I have the right agent and the right to administer the project. In this project it only changes the type. all other elements of the administration as in a normal project. I 7.1.9 jira and service Desk 3.1.10

[Bart Meerveld]

Could you maybe give us a screenshot of what you're seeing in the project administration?

Also, this link might help you with finding the portal, could be that you're looking in the wrong place

[Nic Brough -Adaptavist-]

Agree with @Bart Meerveld here - I think I need to see the project admin screen, in full (although feel free to obcure words or names if there is sensitive data - we're looking for structure and layout rather than individual data items)

[Feraz Yulgushev]

project.PNG

[Nic Brough -Adaptavist-]

Could you show us the rest of the screen, that's not "in full"

[Feraz Yulgushev]

no problem Снимок.PNG

[Nic Brough -Adaptavist-]

Sorry for the delay.  Thanks for the update, that's ruled out what I thought it was.

Could you go into the "roles" section in there and see who is set up to be a Service Desk Agent.

[Feraz Yulgushev]

There are no special roles in this project. Old roles and I'm there everywhere

[Nic Brough -Adaptavist-]

So there's no service desk agent or customer roles?

If that is the case, please could you go to managing applications and show us what is installed there?

[Feraz Yulgushev]

I am increasingly convinced that it's hopeless  profile.PNGaccess.PNGversion.PNG

[Nic Brough -Adaptavist-]

Ok, so you have  Service Desk project that is behaving as a Core project.  You could do that if you have Service Desk, create the project and then remove or deactivate Service Desk (and putting it back would re-enable the project as SD).

But you've got an active SD installation.  Yet even the SD roles don't appear for it, so you can't add yourself in.

This needs to go to Atlassian Support - something is broken, but I can't make out what.

[Feraz Yulgushev]

thank you. this is a very strange behavior. I hope support will be able to help