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  1. Jira Service Management Data Center
  2. JSDSERVER-10845

Disabling Insight on Jira Service Management Server 4.19+ will break and disable all JSM dependencies

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    • Icon: Bug Bug
    • Resolution: Fixed
    • Icon: Highest Highest
    • 4.21.0, 4.20.3
    • 4.19.0, 4.20.0, 4.19.1, 4.19.2, 4.20.1
    • Assets - Core experiences
    • None
    • 19
    • Severity 2 - Major
    • 723
    • Hide
      Atlassian Update – 15 Dec 2021

      Hi everyone,

      A fix for this bug has been shipped for Jira Service Management Server in version 4.21.0 and 4.20.3.
      Jira Administrator's are now able to either Uninstall or Disable the Insight - Asset Management Marketplace Application through Apps > Manage apps

      Uninstalling your asset management app means that you won’t be able to use the app anymore. However, it does remove the assets field from your issues. Your linked assets will continue to be displayed.

      You must be a Jira administrator to disable or uninstall your asset management app.

      • Note: After choosing to Uninstall Insight Asset Management, future upgrades will, by default, re-install the application under "Apps > Manage Apps". To prevent this you must Disable the Insight Asset Management marketplace app; not uninstall.
      • This is because Insight Asset Management is still a required component of new and upgraded instances of Jira Service Management Server versions 4.16 and above.

      We hope that you appreciate our candid and transparent communication. If you or your team continue to have any trouble with the issues outlined in this bug please do not hesitate to contact our support team.

      Kind regards,

      Alex

      Jira Service Management, Server & Data Center

      Uninstalling Insight Asset Management in 4.20 and above
      • After choosing to Uninstall Insight Asset Management, future upgrades will, by default, re-install the application under "Apps > Manage Apps". To prevent this you must Disable the Insight Asset Management marketplace app; not uninstall. 
      • This is because Insight Asset Management is still a required component of new and upgraded instances of Jira Service Management Server versions 4.16 and above.
      Show
      Atlassian Update – 15 Dec 2021 Hi everyone, A fix for this bug has been shipped for Jira Service Management Server in version 4.21.0 and 4.20.3. Jira Administrator's are now able to either Uninstall or Disable  the Insight - Asset Management Marketplace Application through Apps > Manage apps Uninstalling your asset management app means that you won’t be able to use the app anymore. However, it does remove the assets field from your issues. Your linked assets will continue to be displayed. You must be a Jira administrator to disable or uninstall your asset management app. Note: After choosing to Uninstall Insight Asset Management, future upgrades will, by default, re-install the application under "Apps > Manage Apps". To prevent this you must Disable the Insight Asset Management marketplace app; not uninstall. This is because Insight Asset Management is still a required component of new and upgraded instances of Jira Service Management Server versions 4.16 and above . We hope that you appreciate our candid and transparent communication. If you or your team continue to have any trouble with the issues outlined in this bug please do not hesitate to  contact our support team. Kind regards, Alex Jira Service Management, Server & Data Center Uninstalling Insight Asset Management in 4.20 and above After choosing to Uninstall Insight Asset Management, future upgrades will, by default, re-install the application under "Apps > Manage Apps". To prevent this you must Disable the Insight Asset Management marketplace app; not uninstall.   This is because Insight Asset Management is still a required component of new and upgraded instances of Jira Service Management Server versions 4.16 and above .

      Issue Summary

      • Customers on Jira Service Management Server instance, 4.19 and higher, have the Insight plugin listed under the "user Installed" under the "Manage Apps" and the options to "Disable" "Uninstall" are available. When disabling or uninstalling the plugin, it does disable the JSM modules and the Customer Portal goes missing. We need this to be highlighted in the release notes for the JSM 4.19 and higher as:

       DO NOT PERFORM Insight "Disable" "Uninstall" ON JSM 4.19.x and 4.20.0, 4.20.1 and 4.20.2   

      Disabling Insight on these version will break and disable all JSM dependencies

      On versions 4.20.3 and above you can disable/uninstall it.

      Workaround:

      • If you disabled the Insight plugin and experiencing issues such as: JSM is missing, showing uninstalled, all the JSM plugins showing disabled and could not be enabled, try the following: 

      1. Stop Jira
      2. Run the following SQL

      delete from dbo.pluginstate;
      • This will re-enable all plugins. 

      3. Delete the following hidden folders before trying to start Jira back up -

      These are hidden folders
      Navigate to $JIRA-HOME/plugins;
Find and completely delete the following folders (they are hidden by default):
.osgi-plugins
.bundled-plugins

      This would clear out any corrupt plugin caches as well.
      4. Start Jira

      • If concerned about the JSM/Insight advisory CVE-2018-10054 , the main fix is to upgrade Jira to 4.20.0+, or as for mitigation, removing the H2 DB Jar file would be the best approach to avoid this vulnerability. Avoid disabling/installing the insight Plugin. 

          Form Name

            [JSDSERVER-10845] Disabling Insight on Jira Service Management Server 4.19+ will break and disable all JSM dependencies

            Eric Franklin (Inactive) made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 847720 ]
            Eric Franklin (Inactive) made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 846200 ]
            Filipi Lima made changes -
            Description Original: h3. Issue Summary
             * Customers on Jira Service Management *Server* instance, *4.19 and higher,* have the Insight plugin listed under the "user Installed" under the "Manage Apps" and the options to "Disable" "Uninstall" are available. When disabling or uninstalling the plugin, it does disable the JSM modules and the Customer Portal goes missing. We need this to be highlighted in the release notes for the JSM *4.19 and higher as:*

            {panel}
            !https://pf-emoji-service--cdn.us-east-1.prod.public.atl-paas.net/atlassian/cross_mark_32.png|width=20,height=20!  *DO NOT PERFORM Insight "Disable" "Uninstall" ON JSM 4.19 and onward*   !https://pf-emoji-service--cdn.us-east-1.prod.public.atl-paas.net/atlassian/cross_mark_32.png|width=20,height=20!

            Disabling Insight on JSM 4.19+ will break and *disable all* JSM dependencies
            {panel}
            h3. Workaround:
             * If you disabled the Insight plugin and experiencing issues such as: JSM is missing, showing uninstalled, all the JSM plugins showing disabled and could not be enabled, try the following: 

            1. Stop Jira
            2. Run the following SQL
            {code:java}
            delete from dbo.pluginstate;
            {code}
             * (!) This will re-enable *all* plugins. 

            3. Delete the following hidden folders before trying to start Jira back up -
            {code:java|title=These are hidden folders}
            Navigate to $JIRA-HOME/plugins;
            Find and completely delete the following folders (they are hidden by default):
            .osgi-plugins
            .bundled-plugins
            {code}
            This would clear out any corrupt plugin caches as well.
            4. Start Jira
             * If concerned about the JSM/Insight advisory [CVE-2018-10054|https://confluence.atlassian.com/adminjiraserver/jira-service-management-security-advisory-2021-10-20-1085186548.html?permissionViolation=true] , the main fix is to upgrade Jira to 4.20.0+, or as for mitigation, removing the H2 DB Jar file would be the best approach to avoid this vulnerability. Avoid disabling/installing the insight Plugin.              		New: h3. Issue Summary
             * Customers on Jira Service Management *Server* instance, *4.19 and higher,* have the Insight plugin listed under the "user Installed" under the "Manage Apps" and the options to "Disable" "Uninstall" are available. When disabling or uninstalling the plugin, it does disable the JSM modules and the Customer Portal goes missing. We need this to be highlighted in the release notes for the JSM *4.19 and higher as:*

            {panel}
            !https://pf-emoji-service--cdn.us-east-1.prod.public.atl-paas.net/atlassian/cross_mark_32.png|width=20,height=20!  *DO NOT PERFORM Insight "Disable" "Uninstall" ON JSM 4.19.x and 4.20.0, 4.20.1 and 4.20.2*    !https://pf-emoji-service--cdn.us-east-1.prod.public.atl-paas.net/atlassian/cross_mark_32.png|width=20,height=20!

            Disabling Insight on these version will break and *disable all* JSM dependencies

            (/) On versions *4.20.3* and above you can disable/uninstall it. (/)
             * Details on [How to install, uninstall, enable or disable Insight|https://confluence.atlassian.com/jirakb/how-to-install-uninstall-enable-or-disable-insight-asset-management-app-in-different-jira-service-management-instance-type-and-version-1087533700.html] .{panel}
            h3. Workaround:
             * If you disabled the Insight plugin and experiencing issues such as: JSM is missing, showing uninstalled, all the JSM plugins showing disabled and could not be enabled, try the following: 

            1. Stop Jira
            2. Run the following SQL
            {code:java}
            delete from dbo.pluginstate;
            {code}
             * (!) This will re-enable *all* plugins. 

            3. Delete the following hidden folders before trying to start Jira back up -
            {code:java|title=These are hidden folders}
            Navigate to $JIRA-HOME/plugins;
            Find and completely delete the following folders (they are hidden by default):
            .osgi-plugins
            .bundled-plugins
            {code}
            This would clear out any corrupt plugin caches as well.
            4. Start Jira
             * If concerned about the JSM/Insight advisory [CVE-2018-10054|https://confluence.atlassian.com/adminjiraserver/jira-service-management-security-advisory-2021-10-20-1085186548.html?permissionViolation=true] , the main fix is to upgrade Jira to 4.20.0+, or as for mitigation, removing the H2 DB Jar file would be the best approach to avoid this vulnerability. Avoid disabling/installing the insight Plugin. 
            Michelle Chin made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 668425 ]
            Alex Cooksey made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 659309 ]
            Murakami [Atlassian Support] made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 609977 ]
            Rob made changes -
            Remote Link Original: This issue links to "Page (Confluence)" [ 600938 ]
            Rinish made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 605691 ]
            Alex Cooksey made changes -
            Current Status Original: {panel:title=Atlassian Update – 15 Dec 2021|borderStyle=solid|borderColor=#deebff|titleBGColor=#deebff|bgColor=#deebff}
            Hi everyone,

            A fix for this bug has been shipped for Jira Service Management _*Server*_ in version 4.21.0 and 4.20.3.
            Jira Administrator's are now able to either _*Uninstall*_ or _*Disable*_ the Insight - Asset Management Marketplace Application through *Apps* > *Manage apps*

            Uninstalling your asset management app means that you won’t be able to use the app anymore. However, it does remove the assets field from your issues. Your linked assets will continue to be displayed.

            You must be a Jira administrator to disable or uninstall your asset management app.
             * (!) *Note:* After choosing to _*Uninstall*_ Insight Asset Management, future upgrades will, by default, re-install the application under "Apps > Manage Apps". *To prevent this you must _Disable_ the Insight Asset Management marketplace app; _not uninstall. (!)_*

             * This is because Insight Asset Management is still a required component of new and upgraded instances of Jira Service Management Server versions 4.16 and above{_}.{_}

            We hope that you appreciate our candid and transparent communication. If you or your team continue to have any trouble with the issues outlined in this bug please do not hesitate to [contact our support team.|https://support.atlassian.com/contact/#/]

            Kind regards,

            Alex

            Jira Service Management, Server & Data Center
            {panel}
             
            {panel:title=Uninstalling Insight Asset Management in 4.20 and above|borderStyle=solid|borderColor=#fff0b3|titleBGColor=#fff0b3|bgColor=#fff0b3}
             * After choosing to _*Uninstall*_ Insight Asset Management, future upgrades will, by default, re-install the application under "Apps > Manage Apps". *To prevent this you must _Disable_ the Insight Asset Management marketplace app; _not uninstall._* 
             * This is because Insight Asset Management is still a required component of new and upgraded instances of Jira Service Management Server versions 4.16 and above{_}.{_}{panel}             		New: {panel:title=Atlassian Update – 15 Dec 2021|borderStyle=solid|borderColor=#deebff|titleBGColor=#deebff|bgColor=#deebff}
            Hi everyone,

            A fix for this bug has been shipped for Jira Service Management _*Server*_ in version 4.21.0 and 4.20.3.
            Jira Administrator's are now able to either _*Uninstall*_ or _*Disable*_ the Insight - Asset Management Marketplace Application through *Apps* > *Manage apps*

            Uninstalling your asset management app means that you won’t be able to use the app anymore. However, it does remove the assets field from your issues. Your linked assets will continue to be displayed.

            You must be a Jira administrator to disable or uninstall your asset management app.
             * (!) *Note:* After choosing to _*Uninstall*_ Insight Asset Management, future upgrades will, by default, re-install the application under "Apps > Manage Apps". *To prevent this you must _Disable_ the Insight Asset Management marketplace app; _not uninstall. (!)_*

             * This is because Insight Asset Management is still a required component of new and upgraded instances of Jira Service Management Server versions 4.16 and above{_}.{_}

            We hope that you appreciate our candid and transparent communication. If you or your team continue to have any trouble with the issues outlined in this bug please do not hesitate to [contact our support team.|https://support.atlassian.com/contact/#/]

            Kind regards,

            Alex

            Jira Service Management, Server & Data Center
            {panel}
            {panel:title=Uninstalling Insight Asset Management in 4.20 and above|borderStyle=solid|borderColor=#fff0b3|titleBGColor=#fff0b3|bgColor=#fff0b3}
             * After choosing to _*Uninstall*_ Insight Asset Management, future upgrades will, by default, re-install the application under "Apps > Manage Apps". *To prevent this you must _Disable_ the Insight Asset Management marketplace app; _not uninstall._* 
             * This is because Insight Asset Management is still a required component of new and upgraded instances of Jira Service Management Server versions 4.16 and above{_}.{_}{panel}
            Alex Cooksey made changes -
            Current Status Original: {panel:title=Atlassian Update – 15 Dec 2021|borderStyle=solid|borderColor=#deebff|titleBGColor=#deebff|bgColor=#deebff}
            Hi everyone,

            A fix for this bug has been shipped for Jira Service Management _*Server*_ in version 4.21.0 and 4.20.3.
            Jira Administrator's are now able to either _*Uninstall*_ or _*Disable*_ the Insight - Asset Management Marketplace Application through *Apps* > *Manage apps*

            Uninstalling your asset management app means that you won’t be able to use the app anymore. However, it does remove the assets field from your issues. Your linked assets will continue to be displayed.

            You must be a Jira administrator to disable or uninstall your asset management app.
             * (!) *Note:* After choosing to _*Uninstall*_ Insight Asset Management, future upgrades will, by default, re-install the application under "Apps > Manage Apps". *To prevent this you must _Disable_ the Insight Asset Management marketplace app; _not uninstall. (!)_*


             * This is because Insight Asset Management is still a required component of new and upgraded instances of Jira Service Management Server versions 4.16 and above{_}.{_}

            We hope that you appreciate our candid and transparent communication. If you or your team continue to have any trouble with the issues outlined in this bug please do not hesitate to [contact our support team.|https://support.atlassian.com/contact/#/]

            Kind regards,

            Alex

            Jira Service Management, Server & Data Center
            {panel}             		New: {panel:title=Atlassian Update – 15 Dec 2021|borderStyle=solid|borderColor=#deebff|titleBGColor=#deebff|bgColor=#deebff}
            Hi everyone,

            A fix for this bug has been shipped for Jira Service Management _*Server*_ in version 4.21.0 and 4.20.3.
            Jira Administrator's are now able to either _*Uninstall*_ or _*Disable*_ the Insight - Asset Management Marketplace Application through *Apps* > *Manage apps*

            Uninstalling your asset management app means that you won’t be able to use the app anymore. However, it does remove the assets field from your issues. Your linked assets will continue to be displayed.

            You must be a Jira administrator to disable or uninstall your asset management app.
             * (!) *Note:* After choosing to _*Uninstall*_ Insight Asset Management, future upgrades will, by default, re-install the application under "Apps > Manage Apps". *To prevent this you must _Disable_ the Insight Asset Management marketplace app; _not uninstall. (!)_*

             * This is because Insight Asset Management is still a required component of new and upgraded instances of Jira Service Management Server versions 4.16 and above{_}.{_}

            We hope that you appreciate our candid and transparent communication. If you or your team continue to have any trouble with the issues outlined in this bug please do not hesitate to [contact our support team.|https://support.atlassian.com/contact/#/]

            Kind regards,

            Alex

            Jira Service Management, Server & Data Center
            {panel}
             
            {panel:title=Uninstalling Insight Asset Management in 4.20 and above|borderStyle=solid|borderColor=#fff0b3|titleBGColor=#fff0b3|bgColor=#fff0b3}
             * After choosing to _*Uninstall*_ Insight Asset Management, future upgrades will, by default, re-install the application under "Apps > Manage Apps". *To prevent this you must _Disable_ the Insight Asset Management marketplace app; _not uninstall._* 
             * This is because Insight Asset Management is still a required component of new and upgraded instances of Jira Service Management Server versions 4.16 and above{_}.{_}{panel}

              aba1389a0947 Josh Cameron
              mshahlori Mahtab
              Affected customers:
              15 This affects my team
              Watchers:
              35 Start watching this issue

                Created:
                Updated:
                Resolved: