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How do I add Jira ServiceDesk to my existing Jira Software install?

Steve Rhodes Oct 13, 2015

I currently have a JIRA 6.4.x + Agile install and am trialling a JSD 2.5.x as addon. I wanted to perform an upgrade on my test server but am unsure how to proceed. I can see three available files for my Win-x64 environment:

atlassian-jira-software-7.0.0-jira-7.0.0-x64.exe
atlassian-servicedesk-3.0.0-jira-7.0.0-x64.exe
jira-software-application-7.0.0.obr

Do I install JIRA Servicedesk (even though i dont have a paid license yet) and then install the Software obr? Or do i install the jira-software exe and then somehow install JSD? If so, how? My JIRA instance is not connected to the internet and JSD is no longer available as an addon.

4 answers

1 accepted

8 votes
Answer accepted
Nic Brough [Adaptavist] Community Leader Oct 13, 2015

I'd install Jira-Software, run it and then go to "manage applications" and add Service Desk. 

Use evaluation licences until you're certain you've got what you need smile

John Steczkowski Feb 09, 2016

I'm trying to install service desk on my linux install and although I have jira-system-administrator perms, I still don't see the application menu.  Any ideas?

Nic Brough [Adaptavist] Community Leader Feb 09, 2016

At a guess, you're not yet on JIRA 7?

John Steczkowski Feb 09, 2016

This is a relatively new install, so I was thinking we were on 7, but we aren't... 6.4.10.  So I guess Service desk is an "add-on"?  Also I already have a license, it just wasn't configured when we installed Jira.

Nic Brough [Adaptavist] Community Leader Feb 09, 2016

Yes, you are completely right.  

A load of stuff changed in JIRA 7, although the main things for most of us were "two add-ons became applications, and there are now three initial starting downloads instead of one"

On JIRA 6.x, if you want to add stuff to it, it's all add-ons. 

On JIRA 7.x, you need add-ons or applications.

As I scribble this, there are two add-ons that have been promoted to applications - JIRA Service Desk and JIRA Software (also renamed from "Agile").  To confuse it a bit more, you can download JIRA Core, JIRA Software or JIRA Service Desk.  

As you're on 6, just download/install "Agile" and you'll be fine.  Your licence keys for Service Desk and Software will work fine - they'll enable the add-ons, even though they say they're for the "applications"

<self-serving grumpy opinionated bit>
Personally, I like that you can download a more pre-integrated system, but it annoys me that

  • It seems to be deliberately unclear that Software and Service Desk downloads are quite simply bundles of Core + <something>
  • There's no download of "JIRA Both applications"
  • There is a hard-sell of "JIRA Software" over "JIRA Core".  I understand it, the Software application adds so much, it's a good solid default, and I've spent years telling people that there's really useful stuff in it.  But it's a bit ott at the moment.


John Steczkowski Feb 10, 2016

Thanks for all of the help.. I have a user that is using plug-ins that apparently rely on 6.4.10, so I need to investigate that before I upgrade to either 6.4.12 or 7.x and install service desk.

blah....

 

Thanks for answers.

But I'm a little bit confused, on Jira Software 7.x.

Should I install atlassian-servicedesk-x.x.bin on the server with existing jira-software if I want them work at on server because it's a separate application now?

Or should I look for Administration > Applications > Versions & licenses 

as it's suggested here  ?

Nic Brough [Adaptavist] Community Leader Mar 11, 2018

No, running an installer will scrub your installation.

Use Admin -> Applications to add Service Desk to your installation.

Like # people like this
14 votes
Steve Rhodes Oct 13, 2015

Answered my own question but i'll put it here anyway as the migration hub is clear as mud.

https://answers.atlassian.com/questions/30952936

Install JIRA Software, navigate to the Applications page and upload JIRA Service Desk from https://www.atlassian.com/software/jira/service-desk/update - and make sure to choose the Already have JIRA Software or JIRA Core? option. Then you'll get a jira-servicedesk-application-3.0.0.obr.

The key is the "Already have..." otherwise you'll end up with an executable 10x the size of the obr.

David Currie Atlassian Team Oct 13, 2015

You could either have downloaded JIRA Software or Core and installed JIRA Service Desk on top of that, or downloaded JIRA Service Desk standalone. Both of the standalone installers have Core underneath the hood, Software and Service Desk are OBRs that contain a series of JARs that are plugins to Core. If you download Software or Service Desk it's basically Core bundled with those additional files. This also means you can update Software and Service Desk without having to update Core. :)

Richard Cross Sep 02, 2016

Alternatively, download the OBR from https://marketplace.atlassian.com/plugins/com.atlassian.servicedesk.application/versions and upload it from your computer via the same process.

1 vote
Gregory Schwedock Aug 16, 2017

It looks like this is now much simpler.  In the admin section you can simple click to install Service Desk or Software applications on the server install:


Administration > System > Applications > right hand side of screen see screenshot below.Versions___licenses_-_JIRA.jpg

Nic Brough [Adaptavist] Community Leader Aug 16, 2017

It's been that way since JIRA 7.0

Brian H Oct 03, 2017 • edited

We're running JIRA Software as a VM and Confluence on a separate VM. Now we have purchased Service Desk. Is it best practice to run SD on top of Software or on a separate instance?

Nic Brough [Adaptavist] Community Leader Oct 03, 2017

Both.  Depends on what you need. 

For resilience, data segregation, config separation, or hardware reasons, you could run them separately.

Or, for better integration, with developers able to help out helpdesk agents inside a single service, run them together.

Brian H Oct 03, 2017

Thanks Nic. We'll review based on your recommendations.

BTW, how can I remove my email address as the posting name? I edited my Atlassian profile to remove the display of my email, but it either doesn't sync immediately or it's not going to...

Nic Brough [Adaptavist] Community Leader Oct 03, 2017

Log into id.atlassian.com and click on "account settings"

Brian H Oct 03, 2017

Yep, I did that earlier, before that second post. Does it take some time to sync?

0 votes
Diane Ludens Oct 13, 2015

Wasn't the Service Desk installed from JIRA Admin -> Add-Ons -> Find New Addons ?

Looks like it was changed recently?  

Nic Brough [Adaptavist] Community Leader Oct 13, 2015

Yes, JIRA 7 changes the structure - Service Desk is no longer an Add-on, it's an application.

anwar bushnaq Jul 13, 2016

Hello, 

Our company is using JIRA Agile 6.2, and we are trying to use JIRA service desk, is it applicable to use cloud or server? while we are using an old version of JIRA as per your releases its requested 7.0 or higher version. 

Nic Brough [Adaptavist] Community Leader Jul 13, 2016

On Server, you can add Service Desk to JIRA 6.2 or above (in fact, lower as well, but there's no point looking at older versions really).

On Cloud, the version is irrelevant to you - it's maintained at "latest Atlassian version", you have no choice of versions

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