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  1. JIRA Service Desk Server
  2. JSDSERVER-5415

Jira Service Desk doesn't install successfully after having uninstalled it previously

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    Details

    • Symptom Severity:
      Major
    • Support reference count:
      35
    • UIS:
      115

      Description

      Summary

      Jira Service Desk does not install properly after having uninstalled it from Jira before.
      When SD is first installed, the following add-ons are added to the installed-plugins folder.

      atlassian-chaperone-4.0.1-D20160710T234528.jar
      atlassian-client-resource-1.2.5-D20150501T012542.jar
      atlassian-pocketknife-api-commons-plugin-0.21.2-D20160629T042217.jar
      atlassian-timed-promise-plugin-2.3.0.jar
      jira-email-processor-plugin-2.4.0.jar
      jira-servicedesk-3.8.1-REL-0001.jar
      jira-servicedesk-application-3.8.1.jar
      jira-servicedesk-public-rest-api-plugin-3.8.1-REL-0001.jar
      jira-workinghours-plugin-3.8.1-REL-0001.jar
      jwt-plugin-1.6.0-0005.jar
      psmq-plugin-1.2.2.jar
      querydsl-4.1.4-provider-plugin-1.0.jar
      servicedesk-approvals-plugin-3.8.1-REL-0001.jar
      servicedesk-automation-modules-plugin-3.8.1-REL-0001.jar
      servicedesk-automation-plugin-2.4.11.jar
      servicedesk-automation-then-webhook-plugin-3.8.1-REL-0001.jar
      servicedesk-canned-responses-plugin-3.8.1-REL-0001.jar
      servicedesk-core-ui-plugin-3.8.1-REL-0001.jar
      servicedesk-frontend-plugin-3.8.1-REL-0001.jar
      servicedesk-internal-base-plugin-3.8.1-REL-0001.jar
      servicedesk-knowledge-base-plugin-3.8.1-REL-0001.jar
      servicedesk-lingo-plugin-3.8.1-REL-0001.jar
      servicedesk-notifications-plugin-3.8.1-REL-0001.jar
      servicedesk-project-ui-plugin-3.8.1-REL-0001.jar
      servicedesk-reports-plugin-3.8.1-REL-0001.jar
      servicedesk-search-plugin-3.8.1-REL-0001.jar
      servicedesk-variable-substitution-plugin-3.8.1-REL-0001.jar
      

      Once we uninstall SD, we are left with a few of these add-ons still in the folder

      atlassian-chaperone-4.0.1-D20160710T234528.jar
      atlassian-client-resource-1.2.5-D20150501T012542.jar
      atlassian-pocketknife-api-commons-plugin-0.21.2-D20160629T042217.jar
      atlassian-timed-promise-plugin-2.3.0.jar
      jira-email-processor-plugin-2.4.0.jar
      jira-workinghours-plugin-3.8.1-REL-0001.jar
      jwt-plugin-1.6.0-0005.jar
      psmq-plugin-1.2.2.jar
      querydsl-4.1.4-provider-plugin-1.0.jar
      servicedesk-internal-base-plugin-3.8.1-REL-0001.jar
      

      However the "working hours" add-on is also disabled when SD is uninstalled which causes problems for reinstalling SD

      Steps to Reproduce

      1. Uninstall Service Desk application
      2. Reinstall Service Desk

      Expected Results

      Service Desk installs successfully

      Actual Results

      Service Desk installation takes a long time (300 seconds waiting for add-on timeout) to finish.
      Apparently Service Desk installs without any errors but actual functionality does not work properly.

      Workaround

      1. Uninstall JIRA Service Desk
      2. Stop JIRA
      3. Remove jira-workinghours-plugin-3.8.1-REL-0001.jar file from $JIRA_HOME/plugins/installed-plugins. Please note version may be different
      4. Run the following in your JIRA DB to make sure add-on will be enabled
        delete from pluginstate where pluginkey = 'com.atlassian.jira.plugins.workinghours'
      5. Restart JIRA
      6. Reinstall Service Desk

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              • Assignee:
                Unassigned
                Reporter:
                malmeida Marcus Silveira
              • Votes:
                9 Vote for this issue
                Watchers:
                15 Start watching this issue

                Dates

                • Created:
                  Updated: