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  1. Jira Service Management Data Center
  2. 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

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Problem Definition

      As per the JIRA Service Desk 3.2.x Release Notes, it is currently not possible to upgrade directly from JIRA 6.4.x and Service Desk 2.5.9 to JIRA Core 7.2.x with JIRA Service Desk 3.2.x. Hence, customers running on JIRA 6.4.x will have to upgrade twice, increasing their downtime and also the upgrade effort to go to JIRA 7.2.x and JSD 3.2.x.

      Suggested Solution

      As a JIRA administrator, I would like to be able to upgrade from JIRA 6.4.x and JSD 2.5.9 to JIRA 7.2 and JIRA Service Desk 3.2 directly so that I can perform a single upgrade.

      Workaround

      The following jira-config.properties parameters can be used when upgrading from JIRA 6.4 to 7.0 and Service Desk 3.0:

      upgrade.reindex.allowed=false
jira.autoexport=false

      This will cause the intermediate upgrade path ( JIRA 6.4 -> JIRA 7.0 -> JIRA 7.2 ) to occur much faster as JIRA performs an export and re-index normally as part of the upgrade which takes a long time in larger environments and is unnecessary for intermediate upgrade versions. These parameters can be removed when upgrading JIRA 7 to JIRA 7.2

            [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

            Ishwinder Kaur added a comment - - edited
            Atlassian Update - 03 March 2025

            Hello,

            Thank you for submitting this suggestion. We appreciate you taking the time to share your ideas for improving our products, as many features and functions come from valued customers such as yourself.

            Atlassian is committed to enhancing the security and compliance of our Data Center products, with an emphasis on sustainable scalability and improving the product experience for both administrators and end-users. We periodically review older suggestions to ensure we're focusing on the most relevant feedback. This suggestion has had very low engagement over the past four years, with no new watchers, votes, or comments. As a result, we're closing it for now.

            We understand that this suggestion might still be important to you. If you'd like to provide additional context or information about why it remains relevant, please contact our Technical Support team for assistance. We'll be happy to review your feedback.

            You can read more about our approach to highly voted suggestions here and how we prioritize what to implement here.

            To learn more about our recent investments in Jira Service Management Data Center, please check our public roadmap and our dashboards, which contain recently resolved issues, current work, and future plans.

            Kind regards,
            Jira Service Management Data Center

            Ishwinder Kaur added a comment - - edited Atlassian Update - 03 March 2025 Hello, Thank you for submitting this suggestion. We appreciate you taking the time to share your ideas for improving our products, as many features and functions come from valued customers such as yourself. Atlassian is committed to enhancing the security and compliance of our Data Center products, with an emphasis on sustainable scalability and improving the product experience for both administrators and end-users. We periodically review older suggestions to ensure we're focusing on the most relevant feedback. This suggestion has had very low engagement over the past four years, with no new watchers, votes, or comments. As a result, we're closing it for now. We understand that this suggestion might still be important to you. If you'd like to provide additional context or information about why it remains relevant, please contact our Technical Support team for assistance. We'll be happy to review your feedback. You can read more about our approach to highly voted suggestions here and how we prioritize what to implement here. To learn more about our recent investments in Jira Service Management Data Center, please check our public roadmap and our dashboards, which contain recently resolved issues , current work, and future plans. Kind regards, Jira Service Management Data Center

            Matt Canale added a comment - - edited

            We fell into this trap recently. Someone had installed the Service Desk plug-in and removed it, and at the time it was never really used. Now, after an upgrade to 7, we'd like to eval SD, and honestly if it works as advertised it was pretty much a done deal as far as a purchase. But no dice, it doesn't work.

            During the 7 upgrade, the installer doesn't give you any hint that a plugin, that in our case was inactive and uninstalled, would break it completely. And the fix, a downgrade and then upgrade of our data using Jira's .xml backup (???), is a horrifying proposition, and, frankly, not worth it no matter how good SD might be. 

            If there is no way to do this without putting my production database at risk, then it seems that we're never going to be able to use Service Desk-- which, tbh, is a bit stunning, considering we've basically been locked out of using one of your core products.

            Matt Canale added a comment - - edited We fell into this trap recently. Someone had installed the Service Desk plug-in and removed it, and at the time it was never really used. Now, after an upgrade to 7, we'd like to eval SD, and honestly if it works as advertised it was pretty much a done deal as far as a purchase. But no dice, it doesn't work. During the 7 upgrade, the installer doesn't give you any hint that a plugin, that in our case was inactive and uninstalled , would break it completely. And the fix, a downgrade and then upgrade of our data using Jira's .xml backup (???), is a horrifying proposition, and, frankly, not worth it no matter how good SD might be.  If there is no way to do this without putting my production database at risk, then it seems that we're never going to be able to use Service Desk-- which, tbh, is a bit stunning, considering we've basically been locked out of using one of your core products.

            vkharisma added a comment -

            mmcmahon since we're certain this is not going to get reversed, should we close this as "Won't Fix" and put a public comment explaining the reason?

            vkharisma added a comment - mmcmahon since we're certain this is not going to get reversed, should we close this as "Won't Fix" and put a public comment explaining the reason?

            David Yu added a comment -

            This is a pretty bad trap that customers can unwittingly fall into. In our case, we had an evaluation of Service Desk a long time ago. Now, we can't install the new version without doing a downgrade which is unfathomable just due to risk and maintenance time required. Anyway, I'll put some notes on how to drop all Service Desk related tables in JSD-4732 in case in helps anyone in a similar situation where they don't need to keep the old Service Desk data.

            David Yu added a comment - This is a pretty bad trap that customers can unwittingly fall into. In our case, we had an evaluation of Service Desk a long time ago. Now, we can't install the new version without doing a downgrade which is unfathomable just due to risk and maintenance time required. Anyway, I'll put some notes on how to drop all Service Desk related tables in JSD-4732 in case in helps anyone in a similar situation where they don't need to keep the old Service Desk data.

            Jonah Bossewitch added a comment -

            This was pretty crazy. I am a relatively new JIRA administrator, and was shocked to learn that the system allowed me to perform an upgrade that broke it, badly (https://support.atlassian.com/servicedesk/customer/portal/3/SDS-21216).

            Of course it would be great if I could successfully upgrade in one step. But, more important – please do not let me upgrade when you know it won't work.

            Jonah Bossewitch added a comment - This was pretty crazy. I am a relatively new JIRA administrator, and was shocked to learn that the system allowed me to perform an upgrade that broke it, badly ( https://support.atlassian.com/servicedesk/customer/portal/3/SDS-21216). Of course it would be great if I could successfully upgrade in one step. But, more important – please do not let me upgrade when you know it won't work.

              Unassigned Unassigned
              dconrad Danilo Conrad
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                Created:
                Updated:
                Resolved: