Problem definition

When Service Desk is not enabled for some reason, it will show as Service Desk is licensed but not installed in the Versions and licenses page and an Install button will be available. If an admin attempts to re-enable Service Desk by clicking on the Install button, it will remove the Service Desk plugin from the instance.

• Message below can be seen in the atlassian-jira.log

  2017-08-25 14:40:48,149 UpmAsynchronousTaskManager:thread-1 INFO admin 880x276x2 1djbdyf 192.168.12.134,192.168.99.107 /rest/plugins/1.0/ [c.a.plugin.manager.DefaultPluginManager] Updating plugin 'com.atlassian.servicedesk.application' from version '3.6.4' to version '3.6.4'
  2017-08-25 14:40:48,173 UpmAsynchronousTaskManager:thread-1 INFO admin 880x276x2 1djbdyf 192.168.12.134,192.168.99.107 /rest/plugins/1.0/ [c.a.plugin.loaders.ScanningPluginLoader] Removed plugin 'com.atlassian.servicedesk.application'
  

Steps to reproduce the issue

1. When Jira Service Desk application appears as Service Desk is licensed but not installed in the Versions and licenses page (most likely due to disabled plugins), click on the Install button to reinstall the application or upload the application .obr file manually.

Expected result

Jira Service Desk will be installed and the message Service Desk is licensed but not installed will disappear.

Actual result

Jira Service Desk remains licensed but not installed. An error occurred for the attempt of reinstallation.

Workaround

1. Shut down Jira.
2. Go to $JIRA_Home/plugins/installed-plugins, remove all files with servicedesk in its name.
3. Start Jira.
4. Reinstall Service Desk.