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  1. Jira Service Management Data Center
  2. JSDSERVER-4732

Unable to install JSM if data exists from version prior to 3.2 upgrade steps

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      Description of Problem:

      JIRA Server instances that have had JSD in the past may have trouble installing JSD 3.2+ if they ever had JSD in the past and did not go through JSD 3.0/3.1 to complete the necessary upgrade tasks.

      Or, they might be able to install JSD 3.2+, but they won't be able to create any new Service Desk Project, and will see the following error in the logs:

      2019-01-29 02:14:05,217 JIRA-Bootstrap ERROR      [bootstrap.lifecycle.server.ServerPluginLifeCycle] '2.0.2' version of Service Desk cannot be upgraded to '3.9.2-REL-0010'. Upgrade to '3.0.0' <= <version> < '3.2.0' first.
com.atlassian.servicedesk.bootstrap.lifecycle.server.UnsatisfiedVersionRequirementException: '2.0.2' version of Service Desk cannot be upgraded to '3.9.2-REL-0010'. Upgrade to '3.0.0' <= <version> < '3.2.0' first.
	at com.atlassian.servicedesk.bootstrap.lifecycle.server.UpgradeRequirementsChecker.checkVersionRequirementForUpgrade(UpgradeRequirementsChecker.java:47)

      In some cases JSD data is unwanted and can be deleted. For example when JSD was previously installed as a trial.

      Suggestion

      Add a supported method for removing all JSD data from the instance.

      Use case and suggestion:

      1. Customer upgrading from JSD 2.5.9 or under and does not wish to keep any JSD data (JSD was a trial, or any other reason)
        • If desired, customer is able to remove all JSD data so that they can install JSD anytime in the future
      2. Customer who is currently running JIRA 7.2 and up and is trying to install JSD. Unbeknownst to the customer JSD was installed in earlier version and 3.0/3.1 upgrade tasks were not completed.
        • Customer is able to drop all JSD data so that they can install JSD without having to attempt downgrade.

      Suggesting adding a startup flag that tells JSD to drop all JSD data

      Workaround

      We have documented a method for deleting data from old Jira Service Desk versions (3.2 and below) to unblock upgrades to modern versions.

      If you’re using one of the earlier versions of Jira Service Desk (3.2 or below), some data might be incompatible and can block you from upgrading to the latest version or migrating to Jira Service Management Cloud. This often happens when an instance is upgraded without going through versions 3.0 and 3.1, which run important upgrade tasks.

      Please follow the steps on the documentation to manually remove the Jira Service Desk add-on, related directories, and other incompatible data.

            [JSDSERVER-4732] Unable to install JSM if data exists from version prior to 3.2 upgrade steps

            Sam Xu added a comment -
            Atlassian Update – 21 May 2021

            Hi everyone,
            Thank you for your interest in this issue.
            We have documented a method for deleting data from old Jira Service Desk versions (3.2 and below) to unblock upgrades to modern versions.
            If you’re using one of the earlier versions of Jira Service Desk (3.2 or below), some data might be incompatible and can block you from upgrading to the latest version or migrating to Jira Service Management Cloud. This often happens when an instance is upgraded without going through versions 3.0 and 3.1, which run important upgrade tasks.
            Please follow the steps on the documentation to manually remove the Jira Service Desk add-on, related directories, and other incompatible data.
            Kind regards,
            Jira Service Management, Server & Data Center

            Sam Xu added a comment - Atlassian Update – 21 May 2021 Hi everyone, Thank you for your interest in this issue. We have documented a method for deleting data from old Jira Service Desk versions (3.2 and below) to unblock upgrades to modern versions. If you’re using one of the earlier versions of Jira Service Desk (3.2 or below), some data might be incompatible and can block you from upgrading to the latest version or migrating to Jira Service Management Cloud. This often happens when an instance is upgraded without going through versions 3.0 and 3.1, which run important upgrade tasks. Please follow the steps on the documentation to manually remove the Jira Service Desk add-on, related directories, and other incompatible data. Kind regards, Jira Service Management, Server & Data Center

            Pujanito added a comment -

            We are having this problem at the end of 2020, and I can see it exists at least since 2017. We can't install JSD (or we do, but it doesn't have any effect), because a few years ago someone installed and uninstalled an old version. Pretty critical bug I would say...

            Pujanito added a comment - We are having this problem at the end of 2020, and I can see it exists at least since 2017. We can't install JSD (or we do, but it doesn't have any effect), because a few years ago someone installed and uninstalled an old version. Pretty critical bug I would say...

            VincentE (Inactive) added a comment - - edited

            Building off David Yu above, the below SQL Server 2014 script worked on a Jira 7.6 to Jira 7.10 and Jira SD 3.13 upgrade.  I'm not sure what residual Service Desk version caused the issue for me, it was an inadvertent install or possibly a remnant from the Cloud version we migrated to Server a few years back.

            Change "jiraschema" to your schema name!

            IF OBJECT_ID('jiraschema.AO_54307E_CAPABILITY', 'U') IS NOT NULL DROP TABLE jiraschema.AO_54307E_CAPABILITY 
IF OBJECT_ID('jiraschema.AO_54307E_CONFLUENCEKBENABLED', 'U') IS NOT NULL DROP TABLE jiraschema.AO_54307E_CONFLUENCEKBENABLED 
IF OBJECT_ID('jiraschema.AO_54307E_CONFLUENCEKBLABELS', 'U') IS NOT NULL DROP TABLE jiraschema.AO_54307E_CONFLUENCEKBLABELS 
IF OBJECT_ID('jiraschema.AO_54307E_CONFLUENCEKB', 'U') IS NOT NULL DROP TABLE jiraschema.AO_54307E_CONFLUENCEKB 
IF OBJECT_ID('jiraschema.AO_54307E_EMAILSETTINGS', 'U') IS NOT NULL DROP TABLE jiraschema.AO_54307E_EMAILSETTINGS 
IF OBJECT_ID('jiraschema.AO_54307E_GOAL', 'U') IS NOT NULL DROP TABLE jiraschema.AO_54307E_GOAL 
IF OBJECT_ID('jiraschema.AO_54307E_GROUPTOREQUESTTYPE', 'U') IS NOT NULL DROP TABLE jiraschema.AO_54307E_GROUPTOREQUESTTYPE 
IF OBJECT_ID('jiraschema.AO_54307E_IMAGES', 'U') IS NOT NULL DROP TABLE jiraschema.AO_54307E_IMAGES 
IF OBJECT_ID('jiraschema.AO_54307E_METRICCONDITION', 'U') IS NOT NULL DROP TABLE jiraschema.AO_54307E_METRICCONDITION 
IF OBJECT_ID('jiraschema.AO_54307E_QUEUECOLUMN', 'U') IS NOT NULL DROP TABLE jiraschema.AO_54307E_QUEUECOLUMN 
IF OBJECT_ID('jiraschema.AO_54307E_SERIES', 'U') IS NOT NULL DROP TABLE jiraschema.AO_54307E_SERIES 
IF OBJECT_ID('jiraschema.AO_54307E_STATUSMAPPING', 'U') IS NOT NULL DROP TABLE jiraschema.AO_54307E_STATUSMAPPING 
IF OBJECT_ID('jiraschema.AO_54307E_TIMEMETRIC', 'U') IS NOT NULL DROP TABLE jiraschema.AO_54307E_TIMEMETRIC 
IF OBJECT_ID('jiraschema.AO_54307E_VIEWPORTFIELDVALUE', 'U') IS NOT NULL DROP TABLE jiraschema.AO_54307E_VIEWPORTFIELDVALUE 
IF OBJECT_ID('jiraschema.AO_54307E_VIEWPORTFIELD', 'U') IS NOT NULL DROP TABLE jiraschema.AO_54307E_VIEWPORTFIELD 
IF OBJECT_ID('jiraschema.AO_54307E_VIEWPORTFORM', 'U') IS NOT NULL DROP TABLE jiraschema.AO_54307E_VIEWPORTFORM 
IF OBJECT_ID('jiraschema.AO_9B2E3B_EXEC_RULE_MSG_ITEM', 'U') IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_EXEC_RULE_MSG_ITEM 
IF OBJECT_ID('jiraschema.AO_9B2E3B_IF_COND_CONF_DATA', 'U') IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_IF_COND_CONF_DATA 
IF OBJECT_ID('jiraschema.AO_9B2E3B_IF_COND_EXECUTION', 'U') IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_IF_COND_EXECUTION 
IF OBJECT_ID('jiraschema.AO_9B2E3B_IF_CONDITION_CONFIG', 'U') IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_IF_CONDITION_CONFIG 
IF OBJECT_ID('jiraschema.AO_9B2E3B_IF_EXECUTION', 'U') IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_IF_EXECUTION 
IF OBJECT_ID('jiraschema.AO_9B2E3B_PROJECT_USER_CONTEXT', 'U') IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_PROJECT_USER_CONTEXT 
IF OBJECT_ID('jiraschema.AO_9B2E3B_RSETREV_PROJ_CONTEXT', 'U') IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_RSETREV_PROJ_CONTEXT 
IF OBJECT_ID('jiraschema.AO_9B2E3B_RSETREV_USER_CONTEXT', 'U') IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_RSETREV_USER_CONTEXT 
IF OBJECT_ID('jiraschema.AO_9B2E3B_THEN_ACT_CONF_DATA', 'U') IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_THEN_ACT_CONF_DATA 
IF OBJECT_ID('jiraschema.AO_9B2E3B_THEN_ACT_EXECUTION', 'U') IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_THEN_ACT_EXECUTION 
IF OBJECT_ID('jiraschema.AO_9B2E3B_THEN_EXECUTION', 'U') IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_THEN_EXECUTION 
IF OBJECT_ID('jiraschema.AO_9B2E3B_THEN_ACTION_CONFIG', 'U') IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_THEN_ACTION_CONFIG 
IF OBJECT_ID('jiraschema.AO_9B2E3B_WHEN_HAND_CONF_DATA', 'U') IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_WHEN_HAND_CONF_DATA 
IF OBJECT_ID('jiraschema.AO_9B2E3B_WHEN_HANDLER_CONFIG', 'U') IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_WHEN_HANDLER_CONFIG 
IF OBJECT_ID('jiraschema.AO_54307E_GROUP', 'U') IS NOT NULL DROP TABLE jiraschema.AO_54307E_GROUP 
IF OBJECT_ID('jiraschema.AO_54307E_QUEUE', 'U') IS NOT NULL DROP TABLE jiraschema.AO_54307E_QUEUE 
IF OBJECT_ID('jiraschema.AO_54307E_REPORT', 'U') IS NOT NULL DROP TABLE jiraschema.AO_54307E_REPORT 
IF OBJECT_ID('jiraschema.AO_54307E_SERVICEDESK', 'U') IS NOT NULL DROP TABLE jiraschema.AO_54307E_SERVICEDESK 
IF OBJECT_ID('jiraschema.AO_9B2E3B_IF_THEN', 'U') IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_IF_THEN 
IF OBJECT_ID('jiraschema.AO_9B2E3B_IF_THEN_EXECUTION', 'U') IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_IF_THEN_EXECUTION 
IF OBJECT_ID('jiraschema.AO_9B2E3B_RULE', 'U') IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_RULE 
IF OBJECT_ID('jiraschema.AO_9B2E3B_RULESET_REVISION', 'U') IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_RULESET_REVISION 
IF OBJECT_ID('jiraschema.AO_9B2E3B_RULE_EXECUTION', 'U') IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_RULE_EXECUTION 
IF OBJECT_ID('jiraschema.AO_9B2E3B_RULESET', 'U') IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_RULESET 
IF OBJECT_ID('jiraschema.AO_54307E_VIEWPORT', 'U') IS NOT NULL DROP TABLE jiraschema.AO_54307E_VIEWPORT 
IF OBJECT_ID('jiraschema.AO_54307E_CUSTOMTHEME', 'U') IS NOT NULL DROP TABLE jiraschema.AO_54307E_CUSTOMTHEME

            You'll also need to run the table cleanup as specified in this post: https://community.atlassian.com/t5/Jira-Service-Desk-questions/Jira-Service-Desk-unable-to-create-project/qaq-p/740346

            --Queries to delete Service Desk upgrade history:
delete from jiraschema.propertytext where id in (select id from jiraschema.propertyentry where entity_name like 'com.atlassian.servicedesk%' and propertytype='6')
delete from jiraschema.propertyentry where entity_name like 'com.atlassian.servicedesk%' and propertytype='6'
DELETE FROM jiraschema.pluginstate where pluginkey like 'com.atlassian.jira%' OR pluginkey like 'com.atlassian.servicedesk%'

            VincentE (Inactive) added a comment - - edited Building off David Yu above, the below SQL Server 2014 script worked on a Jira 7.6 to Jira 7.10 and Jira SD 3.13 upgrade.  I'm not sure what residual Service Desk version caused the issue for me, it was an inadvertent install or possibly a remnant from the Cloud version we migrated to Server a few years back. Change "jiraschema" to your schema name! IF OBJECT_ID( 'jiraschema.AO_54307E_CAPABILITY' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_54307E_CAPABILITY IF OBJECT_ID( 'jiraschema.AO_54307E_CONFLUENCEKBENABLED' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_54307E_CONFLUENCEKBENABLED IF OBJECT_ID( 'jiraschema.AO_54307E_CONFLUENCEKBLABELS' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_54307E_CONFLUENCEKBLABELS IF OBJECT_ID( 'jiraschema.AO_54307E_CONFLUENCEKB' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_54307E_CONFLUENCEKB IF OBJECT_ID( 'jiraschema.AO_54307E_EMAILSETTINGS' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_54307E_EMAILSETTINGS IF OBJECT_ID( 'jiraschema.AO_54307E_GOAL' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_54307E_GOAL IF OBJECT_ID( 'jiraschema.AO_54307E_GROUPTOREQUESTTYPE' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_54307E_GROUPTOREQUESTTYPE IF OBJECT_ID( 'jiraschema.AO_54307E_IMAGES' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_54307E_IMAGES IF OBJECT_ID( 'jiraschema.AO_54307E_METRICCONDITION' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_54307E_METRICCONDITION IF OBJECT_ID( 'jiraschema.AO_54307E_QUEUECOLUMN' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_54307E_QUEUECOLUMN IF OBJECT_ID( 'jiraschema.AO_54307E_SERIES' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_54307E_SERIES IF OBJECT_ID( 'jiraschema.AO_54307E_STATUSMAPPING' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_54307E_STATUSMAPPING IF OBJECT_ID( 'jiraschema.AO_54307E_TIMEMETRIC' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_54307E_TIMEMETRIC IF OBJECT_ID( 'jiraschema.AO_54307E_VIEWPORTFIELDVALUE' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_54307E_VIEWPORTFIELDVALUE IF OBJECT_ID( 'jiraschema.AO_54307E_VIEWPORTFIELD' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_54307E_VIEWPORTFIELD IF OBJECT_ID( 'jiraschema.AO_54307E_VIEWPORTFORM' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_54307E_VIEWPORTFORM IF OBJECT_ID( 'jiraschema.AO_9B2E3B_EXEC_RULE_MSG_ITEM' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_EXEC_RULE_MSG_ITEM IF OBJECT_ID( 'jiraschema.AO_9B2E3B_IF_COND_CONF_DATA' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_IF_COND_CONF_DATA IF OBJECT_ID( 'jiraschema.AO_9B2E3B_IF_COND_EXECUTION' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_IF_COND_EXECUTION IF OBJECT_ID( 'jiraschema.AO_9B2E3B_IF_CONDITION_CONFIG' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_IF_CONDITION_CONFIG IF OBJECT_ID( 'jiraschema.AO_9B2E3B_IF_EXECUTION' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_IF_EXECUTION IF OBJECT_ID( 'jiraschema.AO_9B2E3B_PROJECT_USER_CONTEXT' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_PROJECT_USER_CONTEXT IF OBJECT_ID( 'jiraschema.AO_9B2E3B_RSETREV_PROJ_CONTEXT' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_RSETREV_PROJ_CONTEXT IF OBJECT_ID( 'jiraschema.AO_9B2E3B_RSETREV_USER_CONTEXT' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_RSETREV_USER_CONTEXT IF OBJECT_ID( 'jiraschema.AO_9B2E3B_THEN_ACT_CONF_DATA' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_THEN_ACT_CONF_DATA IF OBJECT_ID( 'jiraschema.AO_9B2E3B_THEN_ACT_EXECUTION' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_THEN_ACT_EXECUTION IF OBJECT_ID( 'jiraschema.AO_9B2E3B_THEN_EXECUTION' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_THEN_EXECUTION IF OBJECT_ID( 'jiraschema.AO_9B2E3B_THEN_ACTION_CONFIG' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_THEN_ACTION_CONFIG IF OBJECT_ID( 'jiraschema.AO_9B2E3B_WHEN_HAND_CONF_DATA' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_WHEN_HAND_CONF_DATA IF OBJECT_ID( 'jiraschema.AO_9B2E3B_WHEN_HANDLER_CONFIG' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_WHEN_HANDLER_CONFIG IF OBJECT_ID( 'jiraschema.AO_54307E_GROUP' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_54307E_GROUP IF OBJECT_ID( 'jiraschema.AO_54307E_QUEUE' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_54307E_QUEUE IF OBJECT_ID( 'jiraschema.AO_54307E_REPORT' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_54307E_REPORT IF OBJECT_ID( 'jiraschema.AO_54307E_SERVICEDESK' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_54307E_SERVICEDESK IF OBJECT_ID( 'jiraschema.AO_9B2E3B_IF_THEN' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_IF_THEN IF OBJECT_ID( 'jiraschema.AO_9B2E3B_IF_THEN_EXECUTION' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_IF_THEN_EXECUTION IF OBJECT_ID( 'jiraschema.AO_9B2E3B_RULE' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_RULE IF OBJECT_ID( 'jiraschema.AO_9B2E3B_RULESET_REVISION' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_RULESET_REVISION IF OBJECT_ID( 'jiraschema.AO_9B2E3B_RULE_EXECUTION' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_RULE_EXECUTION IF OBJECT_ID( 'jiraschema.AO_9B2E3B_RULESET' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_9B2E3B_RULESET IF OBJECT_ID( 'jiraschema.AO_54307E_VIEWPORT' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_54307E_VIEWPORT IF OBJECT_ID( 'jiraschema.AO_54307E_CUSTOMTHEME' , 'U' ) IS NOT NULL DROP TABLE jiraschema.AO_54307E_CUSTOMTHEME You'll also need to run the table cleanup as specified in this post:  https://community.atlassian.com/t5/Jira-Service-Desk-questions/Jira-Service-Desk-unable-to-create-project/qaq-p/740346 --Queries to delete Service Desk upgrade history: delete from jiraschema.propertytext where id in ( select id from jiraschema.propertyentry where entity_name like 'com.atlassian.servicedesk%' and propertytype= '6' ) delete from jiraschema.propertyentry where entity_name like 'com.atlassian.servicedesk%' and propertytype= '6' DELETE FROM jiraschema.pluginstate where pluginkey like 'com.atlassian.jira%' OR pluginkey like 'com.atlassian.servicedesk%'

            David Yu added a comment - - edited

            Gergory, several ways. On a new test Jira instance, turn on DB query logging on your database, and then install JSD (the version you installed in the past). You can also turn on SQL logging on Jira itself. This should produce a list of all DB writes it performs during an installation.

            David Yu added a comment - - edited Gergory, several ways. On a new test Jira instance, turn on DB query logging on your database, and then install JSD (the version you installed in the past). You can also turn on SQL logging on Jira itself. This should produce a list of all DB writes it performs during an installation.

            Infinidat Jira Admin added a comment -

            Guys, where did you get all table names? I wanted to double-check that it removes everything that JSD added, but I can't find documentation on its schema.

            Infinidat Jira Admin added a comment - Guys, where did you get all table names? I wanted to double-check that it removes everything that JSD added, but I can't find documentation on its schema.

            Huw Evans added a comment -

            Can you document what were the steps you followed to carry out the change? Maybe I can see if you did something different to us. We had to take the app offline and run the SQL commands a few times to make sure all the tables were actually removed. 

            Huw Evans added a comment - Can you document what were the steps you followed to carry out the change? Maybe I can see if you did something different to us. We had to take the app offline and run the SQL commands a few times to make sure all the tables were actually removed. 

            IT Department added a comment -

            Hi, we tried this but things like raise a request and the JSD project portal page is blank.  

            IT Department added a comment - Hi, we tried this but things like raise a request and the JSD project portal page is blank.  

            Huw Evans added a comment - - edited

             Just to let others know, the above SQL worked in our V7.3.7 Core/Software instance. 

            Huw Evans added a comment - - edited  Just to let others know, the above SQL worked in our V7.3.7 Core/Software instance. 

            Vadim K added a comment - - edited

            I followed steps posted on June 2nd by Karl-König Königsson and it allowed me to successfully reinstall Service Desk.  There was only one table that couldn't be removed due to foreign constraints (AO_54307E_SERVICEDESK), but that didn't bother the newly installed SD.

             

            Good point, Huw Evans, I've been surprised by magically appearing fields when installing some plugins, to find out that that plugin was installed moons ago.  I think there should be an option to uninstall plugin and clean all associated data (with triple warnings)

            Vadim K added a comment - - edited I followed steps posted on June 2nd by Karl-König Königsson and it allowed me to successfully reinstall Service Desk.  There was only one table that couldn't be removed due to foreign constraints (AO_54307E_SERVICEDESK), but that didn't bother the newly installed SD.   Good point, Huw Evans, I've been surprised by magically appearing fields when installing some plugins, to find out that that plugin was installed moons ago.  I think there should be an option to uninstall plugin and clean all associated data (with triple warnings)

            Huw Evans added a comment -

            JIRA is sold as an enterprise level tool. I'd expect the removal of a plugin/addon/application or whatever it's called this month to remove all of the smell it installs and not leave behind a pile of booby traps waiting for us poor admins to find later.

            This is applicable to lots of addons available in the marketplace though, so it's not just an Atlassian problem.

             

            Huw Evans added a comment - JIRA is sold as an enterprise level tool. I'd expect the removal of a plugin/addon/application or whatever it's called this month to remove all of the smell  it installs and not leave behind a pile of booby traps waiting for us poor admins to find later. This is applicable to lots of addons available in the marketplace though, so it's not just an Atlassian problem.  

            Sebastian S added a comment -

            In addition to the comment above, I also had to execute this afterwards to get rid of some data from Service Desk 1.x:

            DROP TABLE IF EXISTS AO_54307E_OUT_EMAIL_SETTINGS;
DROP TABLE IF EXISTS AO_54307E_SERVICEDESK;
DROP TABLE IF EXISTS AO_54307E_SUBSCRIPTION;
DROP TABLE IF EXISTS AO_54307E_SYNCUPGRADERECORD;
DROP TABLE IF EXISTS AO_54307E_SERVICEDESK;
DROP TABLE IF EXISTS AO_54307E_ORGANIZATION_MEMBERS;
DROP TABLE IF EXISTS AO_54307E_ORGANIZATION_PROJECT;
DROP TABLE IF EXISTS AO_54307E_ORGANIZATION;
DROP TABLE IF EXISTS AO_54307E_SLAAUDITLOGDATA;
DROP TABLE IF EXISTS AO_54307E_SLAAUDITLOG;

            Finally, I had to remove all sequences from any of the tables that were dropped because the Service Desk installer tried to create them and failed while some of these sequences already existed.

            Sebastian S added a comment - In addition to the comment above, I also had to execute this afterwards to get rid of some data from Service Desk 1.x: DROP TABLE IF EXISTS AO_54307E_OUT_EMAIL_SETTINGS; DROP TABLE IF EXISTS AO_54307E_SERVICEDESK; DROP TABLE IF EXISTS AO_54307E_SUBSCRIPTION; DROP TABLE IF EXISTS AO_54307E_SYNCUPGRADERECORD; DROP TABLE IF EXISTS AO_54307E_SERVICEDESK; DROP TABLE IF EXISTS AO_54307E_ORGANIZATION_MEMBERS; DROP TABLE IF EXISTS AO_54307E_ORGANIZATION_PROJECT; DROP TABLE IF EXISTS AO_54307E_ORGANIZATION; DROP TABLE IF EXISTS AO_54307E_SLAAUDITLOGDATA; DROP TABLE IF EXISTS AO_54307E_SLAAUDITLOG; Finally, I had to remove all sequences from any of the tables that were dropped because the Service Desk installer tried to create them and failed while some of these sequences already existed.

            Karl-König Königsson added a comment - - edited

            Here is an updated version of the above mentioned script, this time for MySQL and rearranged so all tables are dropped in the correct order in regard to foreign key dependencies:

            # Drop tables
DROP TABLE IF EXISTS AO_2C4E5C_MAILGLOBALHANDLER;
DROP TABLE IF EXISTS AO_2C4E5C_MAILHANDLER;
DROP TABLE IF EXISTS AO_2C4E5C_MAILCHANNEL;
DROP TABLE IF EXISTS AO_2C4E5C_MAILCONNECTION;
DROP TABLE IF EXISTS AO_2C4E5C_MAILITEMAUDIT;
DROP TABLE IF EXISTS AO_2C4E5C_MAILITEMCHUNK;
DROP TABLE IF EXISTS AO_2C4E5C_MAILITEM;
DROP TABLE IF EXISTS AO_2C4E5C_MAILRUNAUDIT;
DROP TABLE IF EXISTS AO_54307E_AGENTSIGNATURES;
DROP TABLE IF EXISTS AO_54307E_ASYNCUPGRADERECORD;
DROP TABLE IF EXISTS AO_54307E_CAPABILITY;
DROP TABLE IF EXISTS AO_54307E_CONFLUENCEKBENABLED;
DROP TABLE IF EXISTS AO_54307E_CONFLUENCEKBLABELS;
DROP TABLE IF EXISTS AO_54307E_CONFLUENCEKB;
DROP TABLE IF EXISTS AO_54307E_CSATENTRIES;
DROP TABLE IF EXISTS AO_54307E_CUSTOMGLOBALTHEME;
DROP TABLE IF EXISTS AO_54307E_EMAILCHANNELSETTING;
DROP TABLE IF EXISTS AO_54307E_EMAILSETTINGS;
DROP TABLE IF EXISTS AO_54307E_GOAL;
DROP TABLE IF EXISTS AO_54307E_GROUPTOREQUESTTYPE;
DROP TABLE IF EXISTS AO_54307E_IMAGES;
DROP TABLE IF EXISTS AO_54307E_METRICCONDITION;
DROP TABLE IF EXISTS AO_54307E_PARTICIPANTSETTINGS;
DROP TABLE IF EXISTS AO_54307E_QUEUECOLUMN;
DROP TABLE IF EXISTS AO_54307E_SERIES;
DROP TABLE IF EXISTS AO_54307E_STATUSMAPPING;
DROP TABLE IF EXISTS AO_54307E_THRESHOLD;
DROP TABLE IF EXISTS AO_54307E_TIMEMETRIC;
DROP TABLE IF EXISTS AO_54307E_VIEWPORTFIELDVALUE;
DROP TABLE IF EXISTS AO_54307E_VIEWPORTFIELD;
DROP TABLE IF EXISTS AO_54307E_VIEWPORTFORM;
DROP TABLE IF EXISTS AO_7A2604_HOLIDAY;
DROP TABLE IF EXISTS AO_7A2604_WORKINGTIME;
DROP TABLE IF EXISTS AO_7A2604_CALENDAR;
DROP TABLE IF EXISTS AO_9B2E3B_EXEC_RULE_MSG_ITEM;
DROP TABLE IF EXISTS AO_9B2E3B_IF_COND_CONF_DATA;
DROP TABLE IF EXISTS AO_9B2E3B_IF_COND_EXECUTION;
DROP TABLE IF EXISTS AO_9B2E3B_IF_CONDITION_CONFIG;
DROP TABLE IF EXISTS AO_9B2E3B_IF_EXECUTION;
DROP TABLE IF EXISTS AO_9B2E3B_PROJECT_USER_CONTEXT;
DROP TABLE IF EXISTS AO_9B2E3B_RSETREV_PROJ_CONTEXT;
DROP TABLE IF EXISTS AO_9B2E3B_RSETREV_USER_CONTEXT;
DROP TABLE IF EXISTS AO_9B2E3B_THEN_ACT_CONF_DATA;
DROP TABLE IF EXISTS AO_9B2E3B_THEN_ACT_EXECUTION;
DROP TABLE IF EXISTS AO_9B2E3B_THEN_EXECUTION;
DROP TABLE IF EXISTS AO_9B2E3B_THEN_ACTION_CONFIG;
DROP TABLE IF EXISTS AO_9B2E3B_WHEN_HAND_CONF_DATA;
DROP TABLE IF EXISTS AO_9B2E3B_WHEN_HANDLER_CONFIG;
DROP TABLE IF EXISTS AO_F1B27B_HISTORY_RECORD;
DROP TABLE IF EXISTS AO_F1B27B_KEY_COMPONENT;
DROP TABLE IF EXISTS AO_F1B27B_KEY_COMP_HISTORY;
DROP TABLE IF EXISTS AO_F1B27B_PROMISE;
DROP TABLE IF EXISTS AO_F1B27B_PROMISE_HISTORY CASCADE;
DROP TABLE IF EXISTS AO_54307E_GROUP;
DROP TABLE IF EXISTS AO_54307E_QUEUE;
DROP TABLE IF EXISTS AO_54307E_REPORT;
DROP TABLE IF EXISTS AO_54307E_SERVICEDESK;
DROP TABLE IF EXISTS AO_9B2E3B_IF_THEN;
DROP TABLE IF EXISTS AO_9B2E3B_IF_THEN_EXECUTION;
DROP TABLE IF EXISTS AO_9B2E3B_RULE;
DROP TABLE IF EXISTS AO_9B2E3B_RULESET_REVISION;
DROP TABLE IF EXISTS AO_9B2E3B_RULE_EXECUTION;
DROP TABLE IF EXISTS AO_9B2E3B_RULESET;
DROP TABLE IF EXISTS AO_54307E_VIEWPORT;
DROP TABLE IF EXISTS AO_54307E_CUSTOMTHEME;
# Delete previous version 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';

             

             

            Karl-König Königsson added a comment - - edited Here is an updated version of the above mentioned script, this time for MySQL and rearranged so all tables are dropped in the correct order in regard to foreign key dependencies: # Drop tables DROP TABLE IF EXISTS AO_2C4E5C_MAILGLOBALHANDLER; DROP TABLE IF EXISTS AO_2C4E5C_MAILHANDLER; DROP TABLE IF EXISTS AO_2C4E5C_MAILCHANNEL; DROP TABLE IF EXISTS AO_2C4E5C_MAILCONNECTION; DROP TABLE IF EXISTS AO_2C4E5C_MAILITEMAUDIT; DROP TABLE IF EXISTS AO_2C4E5C_MAILITEMCHUNK; DROP TABLE IF EXISTS AO_2C4E5C_MAILITEM; DROP TABLE IF EXISTS AO_2C4E5C_MAILRUNAUDIT; DROP TABLE IF EXISTS AO_54307E_AGENTSIGNATURES; DROP TABLE IF EXISTS AO_54307E_ASYNCUPGRADERECORD; DROP TABLE IF EXISTS AO_54307E_CAPABILITY; DROP TABLE IF EXISTS AO_54307E_CONFLUENCEKBENABLED; DROP TABLE IF EXISTS AO_54307E_CONFLUENCEKBLABELS; DROP TABLE IF EXISTS AO_54307E_CONFLUENCEKB; DROP TABLE IF EXISTS AO_54307E_CSATENTRIES; DROP TABLE IF EXISTS AO_54307E_CUSTOMGLOBALTHEME; DROP TABLE IF EXISTS AO_54307E_EMAILCHANNELSETTING; DROP TABLE IF EXISTS AO_54307E_EMAILSETTINGS; DROP TABLE IF EXISTS AO_54307E_GOAL; DROP TABLE IF EXISTS AO_54307E_GROUPTOREQUESTTYPE; DROP TABLE IF EXISTS AO_54307E_IMAGES; DROP TABLE IF EXISTS AO_54307E_METRICCONDITION; DROP TABLE IF EXISTS AO_54307E_PARTICIPANTSETTINGS; DROP TABLE IF EXISTS AO_54307E_QUEUECOLUMN; DROP TABLE IF EXISTS AO_54307E_SERIES; DROP TABLE IF EXISTS AO_54307E_STATUSMAPPING; DROP TABLE IF EXISTS AO_54307E_THRESHOLD; DROP TABLE IF EXISTS AO_54307E_TIMEMETRIC; DROP TABLE IF EXISTS AO_54307E_VIEWPORTFIELDVALUE; DROP TABLE IF EXISTS AO_54307E_VIEWPORTFIELD; DROP TABLE IF EXISTS AO_54307E_VIEWPORTFORM; DROP TABLE IF EXISTS AO_7A2604_HOLIDAY; DROP TABLE IF EXISTS AO_7A2604_WORKINGTIME; DROP TABLE IF EXISTS AO_7A2604_CALENDAR; DROP TABLE IF EXISTS AO_9B2E3B_EXEC_RULE_MSG_ITEM; DROP TABLE IF EXISTS AO_9B2E3B_IF_COND_CONF_DATA; DROP TABLE IF EXISTS AO_9B2E3B_IF_COND_EXECUTION; DROP TABLE IF EXISTS AO_9B2E3B_IF_CONDITION_CONFIG; DROP TABLE IF EXISTS AO_9B2E3B_IF_EXECUTION; DROP TABLE IF EXISTS AO_9B2E3B_PROJECT_USER_CONTEXT; DROP TABLE IF EXISTS AO_9B2E3B_RSETREV_PROJ_CONTEXT; DROP TABLE IF EXISTS AO_9B2E3B_RSETREV_USER_CONTEXT; DROP TABLE IF EXISTS AO_9B2E3B_THEN_ACT_CONF_DATA; DROP TABLE IF EXISTS AO_9B2E3B_THEN_ACT_EXECUTION; DROP TABLE IF EXISTS AO_9B2E3B_THEN_EXECUTION; DROP TABLE IF EXISTS AO_9B2E3B_THEN_ACTION_CONFIG; DROP TABLE IF EXISTS AO_9B2E3B_WHEN_HAND_CONF_DATA; DROP TABLE IF EXISTS AO_9B2E3B_WHEN_HANDLER_CONFIG; DROP TABLE IF EXISTS AO_F1B27B_HISTORY_RECORD; DROP TABLE IF EXISTS AO_F1B27B_KEY_COMPONENT; DROP TABLE IF EXISTS AO_F1B27B_KEY_COMP_HISTORY; DROP TABLE IF EXISTS AO_F1B27B_PROMISE; DROP TABLE IF EXISTS AO_F1B27B_PROMISE_HISTORY CASCADE; DROP TABLE IF EXISTS AO_54307E_GROUP; DROP TABLE IF EXISTS AO_54307E_QUEUE; DROP TABLE IF EXISTS AO_54307E_REPORT; DROP TABLE IF EXISTS AO_54307E_SERVICEDESK; DROP TABLE IF EXISTS AO_9B2E3B_IF_THEN; DROP TABLE IF EXISTS AO_9B2E3B_IF_THEN_EXECUTION; DROP TABLE IF EXISTS AO_9B2E3B_RULE; DROP TABLE IF EXISTS AO_9B2E3B_RULESET_REVISION; DROP TABLE IF EXISTS AO_9B2E3B_RULE_EXECUTION; DROP TABLE IF EXISTS AO_9B2E3B_RULESET; DROP TABLE IF EXISTS AO_54307E_VIEWPORT; DROP TABLE IF EXISTS AO_54307E_CUSTOMTHEME; # Delete previous version 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' ;    

            IT Department added a comment -

            the script did not work for us.  please advise

             

            IT Department added a comment - the script did not work for us.  please advise  

            Harun Residbegovic added a comment -

            David's script totally worked for us as well. Thanks!

            Harun Residbegovic added a comment - David's script totally worked for us as well. Thanks!

            IT Department added a comment -

            Hello, is there any update on this ticket as far as being able to strip out old JSD data and Atlassian supporting that method?

             

            IT Department added a comment - Hello, is there any update on this ticket as far as being able to strip out old JSD data and Atlassian supporting that method?  

            Shibu Thampi added a comment -

            Thanks David. Tested your script and it seems to be working fine in our JIRA Instance in cleaning up the old JSD data and installing version 3.3.1

            Shibu Thampi added a comment - Thanks David. Tested your script and it seems to be working fine in our JIRA Instance in cleaning up the old JSD data and installing version 3.3.1

            David Yu added a comment -

            Here's some SQL I've been testing to drop all SD data. My goal wasn't to do a complete drop but just to ensure you can jump to the latest Service Desk without problems if you had lingering out Service Desk demo data in your instance. I only tested on Service Desk 3.2.7.

            postgres syntax:

            # This gets rid of most of the tables. Some tables may not exist so don't worry about that.

DROP TABLE IF EXISTS "AO_2C4E5C_MAILCHANNEL",
"AO_2C4E5C_MAILCONNECTION",
"AO_2C4E5C_MAILGLOBALHANDLER",
"AO_2C4E5C_MAILHANDLER",
"AO_2C4E5C_MAILITEM",
"AO_2C4E5C_MAILITEMAUDIT",
"AO_2C4E5C_MAILITEMCHUNK",
"AO_2C4E5C_MAILRUNAUDIT",
"AO_54307E_AGENTSIGNATURES",
"AO_54307E_ASYNCUPGRADERECORD",
"AO_54307E_CAPABILITY",
"AO_54307E_CONFLUENCEKB",
"AO_54307E_CONFLUENCEKBENABLED",
"AO_54307E_CONFLUENCEKBLABELS",
"AO_54307E_CSATENTRIES",
"AO_54307E_CUSTOMGLOBALTHEME",
"AO_54307E_CUSTOMTHEME",
"AO_54307E_EMAILCHANNELSETTING",
"AO_54307E_EMAILSETTINGS",
"AO_54307E_GOAL",
"AO_54307E_GROUP",
"AO_54307E_GROUPTOREQUESTTYPE",
"AO_54307E_IMAGES",
"AO_54307E_METRICCONDITION",
"AO_54307E_PARTICIPANTSETTINGS",
"AO_54307E_QUEUE",
"AO_54307E_QUEUECOLUMN",
"AO_54307E_REPORT",
"AO_54307E_SERIES",
"AO_54307E_SERVICEDESK",
"AO_54307E_STATUSMAPPING",
"AO_54307E_THRESHOLD",
"AO_54307E_TIMEMETRIC",
"AO_54307E_VIEWPORT",
"AO_54307E_VIEWPORTFIELD",
"AO_54307E_VIEWPORTFIELDVALUE",
"AO_54307E_VIEWPORTFORM",
"AO_7A2604_CALENDAR",
"AO_7A2604_HOLIDAY",
"AO_7A2604_WORKINGTIME",
"AO_9B2E3B_EXEC_RULE_MSG_ITEM",
"AO_9B2E3B_IF_CONDITION_CONFIG",
"AO_9B2E3B_IF_COND_CONF_DATA",
"AO_9B2E3B_IF_COND_EXECUTION",
"AO_9B2E3B_IF_EXECUTION",
"AO_9B2E3B_IF_THEN",
"AO_9B2E3B_IF_THEN_EXECUTION",
"AO_9B2E3B_PROJECT_USER_CONTEXT",
"AO_9B2E3B_RSETREV_PROJ_CONTEXT",
"AO_9B2E3B_RSETREV_USER_CONTEXT",
"AO_9B2E3B_RULE",
"AO_9B2E3B_RULESET",
"AO_9B2E3B_RULESET_REVISION",
"AO_9B2E3B_RULE_EXECUTION",
"AO_9B2E3B_THEN_ACTION_CONFIG",
"AO_9B2E3B_THEN_ACT_CONF_DATA",
"AO_9B2E3B_THEN_ACT_EXECUTION",
"AO_9B2E3B_THEN_EXECUTION",
"AO_9B2E3B_WHEN_HANDLER_CONFIG",
"AO_9B2E3B_WHEN_HAND_CONF_DATA",
"AO_F1B27B_HISTORY_RECORD",
"AO_F1B27B_KEY_COMPONENT",
"AO_F1B27B_KEY_COMP_HISTORY",
"AO_F1B27B_PROMISE",
"AO_F1B27B_PROMISE_HISTORY" CASCADE;

# Delete previous version 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';

            This doesn't remove customfields, scheduled jobs, mail processing configs, project roles, and other objects that may be created during a first install. I'm testing to see if skipping those are OK.

            You'll obviously want to experiment, backup, etc. and see if anything was missed.

            David Yu added a comment - Here's some SQL I've been testing to drop all SD data. My goal wasn't to do a complete drop but just to ensure you can jump to the latest Service Desk without problems if you had lingering out Service Desk demo data in your instance. I only tested on Service Desk 3.2.7. postgres syntax: # This gets rid of most of the tables. Some tables may not exist so don't worry about that. DROP TABLE IF EXISTS "AO_2C4E5C_MAILCHANNEL" , "AO_2C4E5C_MAILCONNECTION" , "AO_2C4E5C_MAILGLOBALHANDLER" , "AO_2C4E5C_MAILHANDLER" , "AO_2C4E5C_MAILITEM" , "AO_2C4E5C_MAILITEMAUDIT" , "AO_2C4E5C_MAILITEMCHUNK" , "AO_2C4E5C_MAILRUNAUDIT" , "AO_54307E_AGENTSIGNATURES" , "AO_54307E_ASYNCUPGRADERECORD" , "AO_54307E_CAPABILITY" , "AO_54307E_CONFLUENCEKB" , "AO_54307E_CONFLUENCEKBENABLED" , "AO_54307E_CONFLUENCEKBLABELS" , "AO_54307E_CSATENTRIES" , "AO_54307E_CUSTOMGLOBALTHEME" , "AO_54307E_CUSTOMTHEME" , "AO_54307E_EMAILCHANNELSETTING" , "AO_54307E_EMAILSETTINGS" , "AO_54307E_GOAL" , "AO_54307E_GROUP" , "AO_54307E_GROUPTOREQUESTTYPE" , "AO_54307E_IMAGES" , "AO_54307E_METRICCONDITION" , "AO_54307E_PARTICIPANTSETTINGS" , "AO_54307E_QUEUE" , "AO_54307E_QUEUECOLUMN" , "AO_54307E_REPORT" , "AO_54307E_SERIES" , "AO_54307E_SERVICEDESK" , "AO_54307E_STATUSMAPPING" , "AO_54307E_THRESHOLD" , "AO_54307E_TIMEMETRIC" , "AO_54307E_VIEWPORT" , "AO_54307E_VIEWPORTFIELD" , "AO_54307E_VIEWPORTFIELDVALUE" , "AO_54307E_VIEWPORTFORM" , "AO_7A2604_CALENDAR" , "AO_7A2604_HOLIDAY" , "AO_7A2604_WORKINGTIME" , "AO_9B2E3B_EXEC_RULE_MSG_ITEM" , "AO_9B2E3B_IF_CONDITION_CONFIG" , "AO_9B2E3B_IF_COND_CONF_DATA" , "AO_9B2E3B_IF_COND_EXECUTION" , "AO_9B2E3B_IF_EXECUTION" , "AO_9B2E3B_IF_THEN" , "AO_9B2E3B_IF_THEN_EXECUTION" , "AO_9B2E3B_PROJECT_USER_CONTEXT" , "AO_9B2E3B_RSETREV_PROJ_CONTEXT" , "AO_9B2E3B_RSETREV_USER_CONTEXT" , "AO_9B2E3B_RULE" , "AO_9B2E3B_RULESET" , "AO_9B2E3B_RULESET_REVISION" , "AO_9B2E3B_RULE_EXECUTION" , "AO_9B2E3B_THEN_ACTION_CONFIG" , "AO_9B2E3B_THEN_ACT_CONF_DATA" , "AO_9B2E3B_THEN_ACT_EXECUTION" , "AO_9B2E3B_THEN_EXECUTION" , "AO_9B2E3B_WHEN_HANDLER_CONFIG" , "AO_9B2E3B_WHEN_HAND_CONF_DATA" , "AO_F1B27B_HISTORY_RECORD" , "AO_F1B27B_KEY_COMPONENT" , "AO_F1B27B_KEY_COMP_HISTORY" , "AO_F1B27B_PROMISE" , "AO_F1B27B_PROMISE_HISTORY" CASCADE; # Delete previous version 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' ; This doesn't remove customfields, scheduled jobs, mail processing configs, project roles, and other objects that may be created during a first install. I'm testing to see if skipping those are OK. You'll obviously want to experiment, backup, etc. and see if anything was missed.

            Jonah Bossewitch added a comment -

            Yes. I had to perform ridiculous contortions to undo a demo SD project I had created in Jira6. No upgrade should ever leave me with null pointer exceptions? (see: https://support.atlassian.com/servicedesk/customer/portal/3/SDS-21216)

            Jonah Bossewitch added a comment - Yes. I had to perform ridiculous contortions to undo a demo SD project I had created in Jira6. No upgrade should ever leave me with null pointer exceptions? (see: https://support.atlassian.com/servicedesk/customer/portal/3/SDS-21216 )

              Unassigned Unassigned
              tevans Tim Evans (Inactive)
              Affected customers:
              79 This affects my team
              Watchers:
              74 Start watching this issue

                Created:
                Updated:
                Resolved: