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Bug
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Resolution: Unresolved
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Medium
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None
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3.2.0, 3.2.1, 3.2.3, 3.2.4
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82
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Severity 2 - Major
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0
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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
When attempting to migrate from JIRA Server 7.2.X running JIRA Service Desk 3.2.X, the import process fails displaying an error that indicates JIRA Service Desk should first be upgraded before being imported into Cloud.
Environment
JIRA Cloud - v1000.319.1
JIRA Service Desk - v3.3.0-OD-1000.335.0
Steps to Reproduce
- Ensure your JIRA Server install is running JIRA 7.2.0 or later
- Ensure you have installed JIRA Service Desk 3.2.0 or later from the Atlassian Marketplace
- Run a full export of your JIRA Server install
- Attempt to import this into JIRA Cloud
Expected Results
The External System Import process should complete without error
Actual Results
The External System Import process fails and displays the following error:
"We can't complete your upgrade. It looks like the data you are trying to import is from an earlier version of JIRA Service Desk. You need to upgrade to JIRA Service Desk 3.0 first, then export new data and try again. Read these upgrade notes for instructions: http://confluence.atlassian.com/migration/jira-7/server_jira+jsd_upgrade"
Notes
Searching in the entities.xml file, you will see that the version of Service Desk running has not been completely upgraded:
com.atlassian.activeobjects.admin.ActiveObjectsPluginToTablesMapping : {"AO_54307E_VIEWPORTFIELDVALUE":{"key":"com.atlassian.servicedesk","name":"JIRA Service Desk","version":"2.3.6","vendorName":"Atlassian","vendorUrl":"http://www.atlassian.com"},"AO_54307E_QUEUECOLUMN":{"key":"com.atlassian.servicedesk","name":"JIRA Service Desk","version":"2.3.6","vendorName":"Atlassian","vendorUrl":"http://www.atlassian.com"}
This is caused by the customer most likely installed at some point the JIRA Service Desk plugin jar (even though it was not licensed) OR Skipping major versions
Workaround
The JIRA Server install must be downgraded in order to resolve this issue
- Setup a temporary install of JIRA Server 7.1.9 and connect to a new database
- Create an XML backup of JIRA 7.2 Server
- import this backup into the 7.1.9 Server.
- When running the import, JIRA will confirm that you want to downgrade your data
- Once your JIRA 7.1.9 Server is running with your 7.2 data you can proceed to install JIRA Service Desk 3.0.0 https://marketplace.atlassian.com/plugins/com.atlassian.servicedesk.application/versions]
- Make sure a license is added. You can generate an evaluation license by going to my.atlassian.com.
- To apply this license, you will want to go here: JIRA Administration > Applications > Versions & Licenses
- Once the installation is complete and you have added the license, refresh the Versions & Licenses page
- Confirm that you see the Service Desk options on the left side. This will confirm that Service Desk loaded.
- Create an XML backup of your JIRA 7.1.9 Server
- Import this backup into your JIRA 7.2 instance
- Create a backup of your JIRA 7.2 Server instance
- Import this backup into your JIRA Cloud instance
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[JSDSERVER-4272] Importing JIRA Service Desk Server site export into JIRA Cloud fails with version error
I'm having this issue as well trying to migrate from 8.0 server to cloud. I didn't even know what Jira Service Desk was before this and we certainly don't need it. We're essentially blocked from going to the cloud? This bug is two and a half years old now...
Just to report on this. I was able to successfully to the import by first importing into local Jira 7.1.9. But indeed this is a tedious process because you have to:
- Export
- Setup a local Jira 7.1.9 (I used a Docker image to ease the process but I had to tweak the image because many Docker Jira images are newer than that
) - Make sure it is configured for version downgrades (see comment earlier in this issue)
- Install Service Desk
- Export
- Import in cloud
I'm happy this is behind my back and we run now one month in prod on the cloud...
David Skodawessely
added a comment - Is this a joke? So many people are complaining and there is no reaction from Atlassian at all.
All proposed workarounds here did not work for us (Jira Software 7.8.1, Service Desk 3.11.1)
David Skodawessely
added a comment - Is this a joke? So many people are complaining and there is no reaction from Atlassian at all.
All proposed workarounds here did not work for us (Jira Software 7.8.1, Service Desk 3.11.1) This is an almost two-year-old bug which has no assignee and its Reporter is Inactive. Can anyone from Atlassian please respond?
This bug is still occurring in Jira 7.7.1 and Service Desk 3.10.1.
This is a 17 month old outstanding bug. Is there any update from Atlassian on an upcoming resolution?
We are in the same situation but in version 7.7.0 and trying to move to the Cloud version. We experience the same issue as described before. Any chance this will be corrected soon by Atlassian ? Or is the only solution to revert from 7.7.0 to 7.1.9 as explained in the comments ?
They've found a solution, i'm posting the new (more complete) workaround for 7.3+ here
- Setup a temporary install of JIRA Server 7.1.9 and connect to a new database (i used the local database),
- create the same user as you use to log in your current jira instance
- Create an XML backup of JIRA 7.3 Server
- Extract the zip file
- If you're using an older mysql database you might need to convert files using atlassian-xml-cleaner-0.1.jar (https://confluence.atlassian.com/jira/removing-invalid-characters-from-xml-backups-12079.html)
java -jar atlassian-xml-cleaner-0.1.jar input.xml > output.xml
- 7.3+ only step On a linux system remove the newly introduced UpgradeTaskHistoryAuditLog and UpgradeTaskHistory with the following command, from both XML files
egrep -v "(UpgradeTaskHistoryAuditLog|UpgradeTaskHistory)" input.xml > output.xml - Rezip the two files
- In the new instance add the following line to $ {JIRA_HOME}/jira-config.properties (if the file does not exist, create it) and restart JIRA
jira.downgrade.allowed=true - Import the backup into the jira 7.1.9
- When running the import, JIRA will confirm that you want to downgrade your data
- Install the Jira Service desk Application
- Backup the data from this jira instance and import that into the cloud
- Backup the attachments, logos and avatars from your original instance and import those into the cloud aswell
Ivan Todorov
added a comment - @s.adrichem I see. Oh well - let's hope Atlassian support help you quickly. An advise from me - don't ask for this ticket to get resolved. Open a new support ticket for your issue and escalate it. Support have various work-arounds that can be manually applied...
Ivan Todorov
added a comment - @ s.adrichem I see. Oh well - let's hope Atlassian support help you quickly. An advise from me - don't ask for this ticket to get resolved. Open a new support ticket for your issue and escalate it. Support have various work-arounds that can be manually applied... @ivan.todorov189086424 that's what my earlier comment says: "Well if you are at 7.3.5 and you install 7.1.9 and import the database you get this nice error: Could not find entity for entityName".
I did what you said above and during import into 7.1.9 (from 7.3.5) i got that error.. and could not import.
Any updates on this? We have faced the same issue with Jira 8.0.0.
It's getting ridiculous that it's not resolved yet.
Can anyone from Atlassian respond please?