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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.

          Form Name

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

            Alex Cooksey made changes -
            Remote Link Original: This issue links to "Page (Confluence)" [ 563382 ]
            Alex Cooksey made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 563382 ]
            Alex Cooksey made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 556413 ]
            Said made changes -
            Remote Link Original: This issue links to "Page (Confluence)" [ 546188 ]
            Charlie Marriott made changes -
            Description Original: h3. 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:
            {code:java}
            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)
            {code}
            In some cases JSD data is unwanted and can be deleted. For example when JSD was previously installed as a trial.
            h3. Suggestion

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

            Use case and suggestion:
             # 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
             # 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
            h3. Workaround

            There is currently no supported workaround. Directly modifying the JIRA database to remove JSD data is not supported.             		New: h3. 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:
            {code:java}
            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)
            {code}
            In some cases JSD data is unwanted and can be deleted. For example when JSD was previously installed as a trial.
            h3. Suggestion

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

            Use case and suggestion:
             # 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
             # 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
            h3. Workaround

            We have [documented a method for deleting data|https://confluence.atlassian.com/jirakb/deleting-data-from-old-jira-service-desk-versions-3-2-and-below-to-unblock-the-upgrade-1063172681.html] 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.
            Sam Xu made changes -
            Resolution New: Fixed [ 1 ]
            Status Original: Gathering Impact [ 12072 ] New: Closed [ 6 ]

            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
            SET Analytics Bot made changes -
            UIS Original: 275 New: 220
            Alex Cooksey made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 550070 ]
            SET Analytics Bot made changes -
            UIS Original: 331 New: 275

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

                Created:
                Updated:
                Resolved: