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Bug
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Resolution: Answered
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Low
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None
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2.5.4, 2.5.9, 3.2.0, 3.2.1, 3.15.0
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Severity 2 - Major
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NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.
Summary
Upgrading Service desk to 3.2 from a version <= 2.5.x breaks project navigation sidebar
Environment
When attempting to upgrade a Service Desk instance from a version <= 2.5.x directly to 3.2.0
Steps to Reproduce
- Create XML backup from existing JIRA 6.4.x instance running Service Desk 2.5.x
- Install a fresh instance of Service Desk 3.2.0
- Use the 'import existing data' link to restore this XML backup
- Navigate to a Service Desk Project, and look at the side bar for project navigation
Expected Results
Given that the official release notes for Service Desk 3.2.0 indicate that upgrades must have upgraded to Service Desk 3.0 first, the expected results should be that the JIRA upgrade completes, but the Service Desk upgrade tasks should not have been run on this instance.
Actual Results
The Service Desk upgrade tasks appear to have been run anyways, despite stacktraces indicating that Service Desk cannot be upgraded
*********************************************************************************
JIRA ServiceDesk v3.2.0-038-01 #DevVersion built 2016-08-23T20:22:33.076-07:00 - Version requirement for upgrade is not satisfied. It is unsafe to proceed.
*********************************************************************************
2016-08-26 11:20:59,929 JIRA-Bootstrap ERROR [c.a.servicedesk.bootstrap.lifecycle] '2.5.4' version of Service Desk cannot be upgraded to '3.2.0-038-01'. Upgrade to '3.0.0' <= <version> < '3.2.0' first.
com.atlassian.servicedesk.bootstrap.upgrade.UnsatisfiedVersionRequirementException: '2.5.4' version of Service Desk cannot be upgraded to '3.2.0-038-01'. Upgrade to '3.0.0' <= <version> < '3.2.0' first.
at com.atlassian.servicedesk.bootstrap.upgrade.UpgradeRequirementsChecker.checkVersionRequirementForUpgrade(UpgradeRequirementsChecker.java:25)
at com.atlassian.servicedesk.bootstrap.lifecycle.PluginLifeCycle.checkAndRunUpgrades(PluginLifeCycle.java:256)
at com.atlassian.servicedesk.bootstrap.lifecycle.PluginLifeCycle.runPluginStartupSideEffectsImpl(PluginLifeCycle.java:183)
at com.atlassian.servicedesk.bootstrap.lifecycle.LifecycleLock.writeImpl(LifecycleLock.java:97)
at com.atlassian.servicedesk.bootstrap.lifecycle.LifecycleLock.runOnStartup(LifecycleLock.java:75)
at com.atlassian.servicedesk.bootstrap.lifecycle.PluginLifeCycle.onPluginStarted(PluginLifeCycle.java:126)
at com.atlassian.servicedesk.bootstrap.lifecycle.Launcher.onStartCompleted(Launcher.java:75)
at com.atlassian.servicedesk.bootstrap.lifecycle.Launcher.access$000(Launcher.java:23)
at com.atlassian.servicedesk.bootstrap.lifecycle.Launcher$1$1.run(Launcher.java:42)
at com.atlassian.pocketknife.api.util.runners.SealedRunner.checkSeals(SealedRunner.java:111)
at com.atlassian.pocketknife.api.util.runners.SealedRunner.breakSeal(SealedRunner.java:68)
at com.atlassian.servicedesk.bootstrap.lifecycle.Launcher.onStart(Launcher.java:68)
at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager$4.consume(DefaultLifecycleManager.java:310)
at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager$4.consume(DefaultLifecycleManager.java:306)
at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager.notifyLifecyleAware(DefaultLifecycleManager.java:344)
at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager.notifyOnStartIfStartedAndEnabled(DefaultLifecycleManager.java:304)
at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager.access$300(DefaultLifecycleManager.java:50)
at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager$3.evaluate(DefaultLifecycleManager.java:261)
at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager$3.evaluate(DefaultLifecycleManager.java:257)
at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager.notifyLifecycleAwares(DefaultLifecycleManager.java:286)
at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager.notifyStartableLifecycleAwares(DefaultLifecycleManager.java:255)
at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager.startIfApplicationSetup(DefaultLifecycleManager.java:241)
at com.atlassian.sal.core.lifecycle.DefaultLifecycleManager.start(DefaultLifecycleManager.java:230)
at com.atlassian.sal.jira.lifecycle.JiraLifecycleManager.onJiraStart(JiraLifecycleManager.java:64)
... 3 filtered
at java.lang.reflect.Method.invoke(Method.java:498)
at com.atlassian.event.internal.SingleParameterMethodListenerInvoker.invoke(SingleParameterMethodListenerInvoker.java:36)
at com.atlassian.event.internal.AsynchronousAbleEventDispatcher$1$1.run(AsynchronousAbleEventDispatcher.java:48)
at com.google.common.util.concurrent.MoreExecutors$DirectExecutorService.execute(MoreExecutors.java:299)
at com.atlassian.event.internal.AsynchronousAbleEventDispatcher.dispatch(AsynchronousAbleEventDispatcher.java:107)
at com.atlassian.event.internal.EventPublisherImpl.invokeListeners(EventPublisherImpl.java:160)
at com.atlassian.event.internal.EventPublisherImpl.publish(EventPublisherImpl.java:79)
at com.atlassian.plugin.event.impl.DefaultPluginEventManager.broadcast(DefaultPluginEventManager.java:73)
at com.atlassian.jira.upgrade.PluginUpgradeLauncher.start(PluginUpgradeLauncher.java:30)
at com.atlassian.jira.startup.ActiveServicesLauncher.start(ActiveServicesLauncher.java:51)
at com.atlassian.jira.startup.DefaultJiraLauncher.lambda$postTenantArrived$4(DefaultJiraLauncher.java:178)
at com.atlassian.jira.startup.DefaultInstantUpgradeManager$StartupTask.run(DefaultInstantUpgradeManager.java:139)
at com.atlassian.jira.startup.DefaultInstantUpgradeManager.runTask(DefaultInstantUpgradeManager.java:55)
at com.atlassian.jira.startup.DefaultInstantUpgradeManager.doNowOrWhenInstanceBecomesActive(DefaultInstantUpgradeManager.java:42)
at com.atlassian.jira.startup.DefaultJiraLauncher.postTenantArrived(DefaultJiraLauncher.java:171)
at com.atlassian.jira.startup.DefaultJiraLauncher.lambda$postDBActivated$3(DefaultJiraLauncher.java:159)
at com.atlassian.jira.tenancy.DefaultTenantManager.doNowOrWhenTenantArrives(DefaultTenantManager.java:55)
at com.atlassian.jira.startup.DefaultJiraLauncher.postDBActivated(DefaultJiraLauncher.java:156)
at com.atlassian.jira.startup.DefaultJiraLauncher.lambda$postDbLaunch$2(DefaultJiraLauncher.java:145)
at com.atlassian.jira.config.database.DatabaseConfigurationManagerImpl.doNowOrEnqueue(DatabaseConfigurationManagerImpl.java:298)
at com.atlassian.jira.config.database.DatabaseConfigurationManagerImpl.doNowOrWhenDatabaseActivated(DatabaseConfigurationManagerImpl.java:194)
at com.atlassian.jira.startup.DefaultJiraLauncher.postDbLaunch(DefaultJiraLauncher.java:135)
at com.atlassian.jira.startup.DefaultJiraLauncher.lambda$start$0(DefaultJiraLauncher.java:101)
at com.atlassian.jira.util.devspeed.JiraDevSpeedTimer.run(JiraDevSpeedTimer.java:31)
at com.atlassian.jira.startup.DefaultJiraLauncher.start(DefaultJiraLauncher.java:99)
at com.atlassian.jira.startup.LauncherContextListener.initSlowStuff(LauncherContextListener.java:149)
at java.lang.Thread.run(Thread.java:745)
2016-08-26 11:20:59,944 JIRA-Bootstrap INFO [atlassian.servicedesk.lifecycle]
*********************************************************************************
JIRA ServiceDesk v3.2.0-038-01 #DevVersion built 2016-08-23T20:22:33.076-07:00 - We are now in an indeterminable state.
*********************************************************************************
2016-08-26 11:20:59,944 JIRA-Bootstrap INFO [atlassian.servicedesk.lifecycle]
*********************************************************************************
JIRA ServiceDesk v3.2.0-038-01 #DevVersion built 2016-08-23T20:22:33.076-07:00 - Finished initialisation.
*********************************************************************************
2016-08-26 11:20:59,944 JIRA-Bootstrap INFO [atlassian.servicedesk.lifecycle]
JIRA ServiceDesk Run History
*JIRA ServiceDesk v1.2.7 (DevVersion) started at 12 Aug 2015 11:02
2016-08-26 11:21:00,007 JIRA-Bootstrap INFO [atlassian.servicedesk.lifecycle]
The following JIRA ServiceDesk upgrade tasks have been run on this system
UpgradeTask AO-1 started at 12 Aug 2015 11:01 within v1.2.7 (DevVersion)
UpgradeTask AO-1 ended at 12 Aug 2015 11:02 within v1.2.7 (DevVersion) and took 2109 ms
UpgradeTask AO-201 started at 12 Aug 2015 11:02 within v1.2.7 (DevVersion)
UpgradeTask AO-201 ended at 12 Aug 2015 11:02 within v1.2.7 (DevVersion) and took 703 ms
UpgradeTask AO-300 started at 12 Aug 2015 11:02 within v1.2.7 (DevVersion)
UpgradeTask AO-300 ended at 12 Aug 2015 11:02 within v1.2.7 (DevVersion) and took 485 ms
UpgradeTask AO-400 started at 12 Aug 2015 11:02 within v1.2.7 (DevVersion)
UpgradeTask AO-400 ended at 12 Aug 2015 11:02 within v1.2.7 (DevVersion) and took 890 ms
UpgradeTask AO-501 started at 12 Aug 2015 11:02 within v1.2.7 (DevVersion)
UpgradeTask AO-501 ended at 12 Aug 2015 11:02 within v1.2.7 (DevVersion) and took 1594 ms
UpgradeTask UPG-1 started at 12 Aug 2015 11:02 within v1.2.7 (DevVersion)
UpgradeTask UPG-1 ended at 12 Aug 2015 11:02 within v1.2.7 (DevVersion) and took 0 ms
UpgradeTask UPG-2 started at 12 Aug 2015 11:02 within v1.2.7 (DevVersion)
UpgradeTask UPG-2 ended at 12 Aug 2015 11:02 within v1.2.7 (DevVersion) and took 16 ms
UpgradeTask AO-600 started at 26 Aug 2016 11:08 within v3.2.0-038-01 (DevVersion)
UpgradeTask AO-600 ended at 26 Aug 2016 11:09 within v3.2.0-038-01 (DevVersion) and took 3640 ms
UpgradeTask AO-700 started at 26 Aug 2016 11:09 within v3.2.0-038-01 (DevVersion)
UpgradeTask AO-700 ended at 26 Aug 2016 11:09 within v3.2.0-038-01 (DevVersion) and took 1063 ms
Notes
While service desk does appear to start up, the sidebar navigation appear to be corrupted for all existing Service Desk projects and new Service Desk projects. The top of the navigation menu has the error "Unable to render element due to an error"
Workaround
Option 1
- Rollback the JIRA upgrade first
- Then upgrade to a Service Desk version such as 3.0.10 (Corresponds to JIRA Server 7.0.10)
- Once this upgrade is complete, you should then be able to upgrade JIRA to 7.2 and Service Desk to 3.2
Option 2
Follow the directions in the "resolution 1" section of After upgrade to JIRA Service Desk 3.2.0 Service Desk project navigation bar shows unable to render element due to an error
- is caused by
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JSDSERVER-4239 As a JIRA Service Desk administrator, I would like to be able to upgrade from JSD 2.5.9 to 3.2 directly
- Closed
- relates to
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-
- Closed
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![[Atlassian Documentation] Page](https://confluence.atlassian.com/images/icons/favicon.png "[Atlassian Documentation] Page"){kind=icon}
(1 mentioned in)
[JSDSERVER-4211] Upgrading Service Desk to 3.2 from a version <= 2.5.x causes the sidebar to appear blank with an error 'unable to render element due to an error'
FYI I had to work on a JIRA Server version 6.4.12 instance which had been somehow running Service Desk version 2.5.9, but the upgrade caused a major SD bug.
After upgrading to JIRA Service Desk 3.2.x or greater, Service Desk project's navigation bar shows "Unable to render element due to an error" didn't help so Atlassian Support came up with specific procedures that I further amended based on previous experiences:
- Stop Atlassian JIRA service
- Back up the application server (which was Windows Server 2012 R2 6.3 in my environment)
- Back up the database (version 11.00.6567)
- Start Atlassian JIRA service
- Go to Jira Admin > Application > Versions & licenses, and uninstall Service Desk from this page; keep "Also remove my JIRA Service Desk configuration" ticked
- Uninstall any Service Desk-related add-on
- Stop Atlassian JIRA service
- Delete from Jira application home directory
- ..\plugins\.bundled-plugins
- ..\plugins\.osgi-plugins
- ..\plugins\installed-plugins*.*
- Run the following SQL queries off the JIRA DB
- Query to drop the Service Desk tables:
DROP TABLE "AO_0201F0_KB_HELPFUL_AGGR","AO_0201F0_STATS_EVENT","AO_0201F0_KB_VIEW_AGGR","AO_0201F0_STATS_EVENT_PARAM","AO_56464C_NOTIFICATIONRECORD","AO_56464C_APPROVERDECISION","AO_56464C_APPROVER","AO_56464C_APPROVAL","AO_4E8AE6_NOTIF_BATCH_QUEUE","AO_4E8AE6_OUT_EMAIL_SETTINGS","AO_D530BB_CANNEDRESPONSE","AO_D530BB_CANNEDRESPONSEAUDIT","AO_D530BB_CRAUDITACTIONDATA","AO_D530BB_CANNEDRESPONSEUSAGE","AO_54307E_CAPABILITY","AO_54307E_ORGANIZATION_PROJECT","AO_54307E_SERIES","AO_54307E_ASYNCUPGRADERECORD","AO_54307E_SLAAUDITLOG","AO_54307E_VIEWPORT","AO_54307E_OUT_EMAIL_SETTINGS","AO_54307E_VIEWPORTFIELDVALUE","AO_54307E_CUSTOMGLOBALTHEME","AO_54307E_EMAILCHANNELSETTING","AO_54307E_QUEUE","AO_54307E_GROUP","AO_54307E_EMAILSETTINGS","AO_54307E_METRICCONDITION","AO_54307E_PARTICIPANTSETTINGS","AO_54307E_SLAAUDITLOGDATA","AO_54307E_STATUSMAPPING","AO_54307E_TIMEMETRIC","AO_54307E_SERVICEDESK","AO_54307E_VIEWPORTFORM","AO_54307E_SUBSCRIPTION","AO_54307E_CUSTOMTHEME","AO_54307E_IMAGES","AO_54307E_ORGANIZATION","AO_54307E_SYNCUPGRADERECORD","AO_54307E_ORGANIZATION_MEMBER","AO_54307E_THRESHOLD","AO_54307E_GOAL","AO_54307E_REPORT","AO_54307E_GROUPTOREQUESTTYPE","AO_54307E_CONFLUENCEKB","AO_54307E_QUEUECOLUMN","AO_54307E_VIEWPORTFIELD","AO_54307E_CONFLUENCEKBENABLED","AO_54307E_CONFLUENCEKBLABELS","AO_9B2E3B_IF_CONDITION_CONFIG","AO_9B2E3B_IF_COND_EXECUTION","AO_9B2E3B_THEN_EXECUTION","AO_9B2E3B_RULESET","AO_9B2E3B_IF_THEN_EXECUTION","AO_9B2E3B_RSETREV_PROJ_CONTEXT","AO_9B2E3B_RULESET_REVISION","AO_9B2E3B_THEN_ACT_CONF_DATA","AO_9B2E3B_RULE","AO_9B2E3B_RULE_EXECUTION","AO_9B2E3B_PROJECT_USER_CONTEXT","AO_9B2E3B_WHEN_HAND_CONF_DATA","AO_9B2E3B_WHEN_HANDLER_CONFIG","AO_9B2E3B_IF_THEN","AO_9B2E3B_THEN_ACTION_CONFIG","AO_9B2E3B_EXEC_RULE_MSG_ITEM","AO_9B2E3B_IF_COND_CONF_DATA","AO_9B2E3B_RSETREV_USER_CONTEXT","AO_9B2E3B_THEN_ACT_EXECUTION","AO_9B2E3B_IF_EXECUTION","AO_C7F17E_LINGO","AO_C7F17E_PROJECT_LANGUAGE","AO_C7F17E_LINGO_REVISION","AO_C7F17E_LINGO_TRANSLATION","AO_C7F17E_PROJECT_LANG_CONFIG","AO_C7F17E_PROJECT_LANG_REV";
- Queries to delete Service Desk upgrade history:
delete from propertytext where id in (select id from propertyentry where entity_name like 'com.atlassian.servicedesk%' and propertytype='6');
delete from propertyentry where entity_name like 'com.atlassian.servicedesk%' and propertytype='6';
- Query to clear the pluginstate table:
DELETE FROM pluginstate where pluginkey like 'com.atlassian.jira%';
- Query to drop the Service Desk tables:
- Start Atlassian JIRA service
Re-install Service Desk from âš™ > Applications > Versions & LicensesManually install the appropriate version from Jira Service Desk - Version history- Add commercial license for Service Desk
- Lock JIRA and rebuild index
- Change the affected project's type from Service Desk to Software
- Change the project type back to Service Desk
I ran through this process several times in my test systems before deploying in production.
Deleted Account (Inactive)
added a comment - You are sure? For anyone who ends up on this page due to hitting this issue, the work around on:
Works and prevents you having to completely rollback your entire JIRA install and DB.
Why the support from 2.x->3.2 doesn't exist I'll never know but it certainly seems like an big oversight.
Shifting Service desk from the addons section to applications section has caused us to miss this requirement during the upgrade from 6 -> 7.0 -> 7.2. We checked addons and upgraded them accordingly. Service desk was not in this list due to it now being in the 'applications' section. We checked the release notes as well:
https://confluence.atlassian.com/servicedesk/jira-service-desk-3-0-x-release-notes-770801761.html
"JIRA Service Desk 3 is compatible with version 7 or later of the JIRA platform. "
This is not correct and should be amended.
Hi aheinzer,
Unfortunately, direct upgrades from versions <= 2.x.x to versions >= 3.1.x are unsupported. As stated in the JIRA Service Desk 3.2.x Release Notes, customers must first upgrade to JIRA Service Desk 3.0.0 and JIRA 7.0, then upgrade to the latest version.
Thanks!
JIRA Service Desk Product Team
@Arraaf,
After deleting service desk table does it not delete service desk data?