IMPORTANT: JAC is a Public system and anyone on the internet will be able to view the data in the created JAC tickets. Please don’t include Customer or Sensitive data in the JAC ticket.
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  1. Jira Service Management Data Center
  2. JSDSERVER-8375

Jira Service Management cannot be reinstalled and times out after uninstalling

      Issue Summary

      After uninstalling Jira Service Management, the jira-email-processor-plugin is disabled, which causes any further reinstallation of Jira Service Management to fail due to dependency issues. 

      Steps to Reproduce

      1. Install a fresh instance of Jira Software 8.13.4 - 8.13.7
      2. Install Jira Service Management
      3. Uninstall Jira Service Management
      4. Reinstall Jira Service Management

      Expected Results

      Jira Service Management reinstalls successfully

      Actual Results

      Reinstallation will hang for approximately 5 minutes until a timeout occurs, where Jira Service Management will look like it is installed, but multiple plugins are not enabled and the application is nonfunctional:

      Workaround

      Workaround to reinstall JSM, without upgrading JSM:

      1. Uninstall JSM via Administration >> Applications >> Versions & licenses using the Uninstall button underneath the JSM application
      2. Stop Jira
      3. Run the following SQL query directly against the DB:

      DELETE FROM pluginstate WHERE pluginkey = 'com.atlassian.jira.jira-email-processor-plugin';
      

      4. Physically remove $JIRA_HOME/plugins/installed-plugins/jira-email-processor-plugin-x.xx.x.jar
      5. Start Jira
      6. Reinstall JSM

      Workaround to reinstall JSM with upgrade to a fixed version (no DB alteration or restart required):

      1. Uninstall existing JSM
      2. Install JSM in version 4.5.16+ (LTS), 4.13.8+ (LTS), 4.16.2+ or 4.18.0+ appropriate for your instance
      3. Uninstall JSM again
      4. Navigate to: Manage Apps -> All apps -> find jira-email-processor-plugin -> click Enable button
      5. Install JSM again

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            IMPORTANT: JAC is a Public system and anyone on the internet will be able to view the data in the created JAC tickets. Please don’t include Customer or Sensitive data in the JAC ticket.
            Uploaded image for project: 'Jira Service Management Data Center'
            1. Jira Service Management Data Center
            2. JSDSERVER-8375

            Jira Service Management cannot be reinstalled and times out after uninstalling

                Issue Summary

                After uninstalling Jira Service Management, the jira-email-processor-plugin is disabled, which causes any further reinstallation of Jira Service Management to fail due to dependency issues. 

                Steps to Reproduce

                1. Install a fresh instance of Jira Software 8.13.4 - 8.13.7
                2. Install Jira Service Management
                3. Uninstall Jira Service Management
                4. Reinstall Jira Service Management

                Expected Results

                Jira Service Management reinstalls successfully

                Actual Results

                Reinstallation will hang for approximately 5 minutes until a timeout occurs, where Jira Service Management will look like it is installed, but multiple plugins are not enabled and the application is nonfunctional:

                Workaround

                Workaround to reinstall JSM, without upgrading JSM:

                1. Uninstall JSM via Administration >> Applications >> Versions & licenses using the Uninstall button underneath the JSM application
                2. Stop Jira
                3. Run the following SQL query directly against the DB:

                DELETE FROM pluginstate WHERE pluginkey = 'com.atlassian.jira.jira-email-processor-plugin';
                

                4. Physically remove $JIRA_HOME/plugins/installed-plugins/jira-email-processor-plugin-x.xx.x.jar
                5. Start Jira
                6. Reinstall JSM

                Workaround to reinstall JSM with upgrade to a fixed version (no DB alteration or restart required):

                1. Uninstall existing JSM
                2. Install JSM in version 4.5.16+ (LTS), 4.13.8+ (LTS), 4.16.2+ or 4.18.0+ appropriate for your instance
                3. Uninstall JSM again
                4. Navigate to: Manage Apps -> All apps -> find jira-email-processor-plugin -> click Enable button
                5. Install JSM again

                        bornatowski Bartosz Ornatowski
                        kliou Kevin Liou
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                        1 Vote for this issue
                        Watchers:
                        7 Start watching this issue

                          Created:
                          Updated:
                          Resolved:

                            bornatowski Bartosz Ornatowski
                            kliou Kevin Liou
                            Affected customers:
                            1 This affects my team
                            Watchers:
                            7 Start watching this issue

                              Created:
                              Updated:
                              Resolved: