Upgraded from Service Desk 1.x to 2.x - No enhanced people tab, agent management screen

Many would probably love this, but wary of other issues this might be indicative of.

We upgraded from 6.2 to 6.4.11 over the weekend. Due to an issue connecting to AD we're using the JRE from 6.4.9.

Prior to the upgrade I disabled all plugins marked incompatible, then after the upgrade I updated and then enabled them one by one.  On a prior test environment when we were considering moving to 6.4.9 I got a migration alert for each project to adjust the permissions to allow for collaborators, correct administrator permissions, etc and we have none of that.  We DO have the automation migration alert and obvious changes like 'On behalf of' and I can confirm we're on 2.5.4. I added our general population to the agents global user permission and that didn't really clear anything up. Original permissions appear intact as far as the roles who can work tickets, permission helper clearly states that Service Desk isn't overriding permissions. Manually going to the agent management screen I've seen in documentation and in a 6.4.9 environment results in an error.

Has anyone seen this kind of thing before?  I expect we'll need to open an official support request but figure it didn't hurt to ask.  Don't think it's licensing because we're running an evaluation license.  I've uninstalled/reinstalled on a sandbox environment with no success.  

Thoughts?

Thanks!

1 answer

1 accepted

Accepted Answer
1 vote

Hi Stephen!

From the description you put here, I believe you don't have a Service Desk version 2 license for Service Desk. To have the new features you are looking for, you need to update your old license to a version 2 one.

If you have doubts about your licenses, I would recommend you to reach for our Customer Advocate team, in the link below:

https://www.atlassian.com/company/contact

 

Cheers!
Teilor

Yeah, via my Support ticket I believe we've determined the same there overnight. Will get it resolved though them, thanks!

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted Sep 18, 2018 in Jira

What modern development practices are at the heart of how your team delivers software?

Hey Community mates! Claire here from the Software Product Marketing team. We all know software development changes rapidly, and it's often tough to keep up. But from our research, we've found the h...

22,030 views 2 7
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you