Summary

Learn how to address the error "We can't complete your upgrade" for the Jira Service Desk product when importing data into Jira Cloud.

Overview

When importing data into Jira Cloud, the import fails with the error message:

We can't complete your upgrade. It looks like the data you are trying to import is from an earlier version of Jira Service Desk. 
You need to upgrade to Jira Service Desk 3.0 first, then export new data and try again. 
Read these upgrade notes for instructions: http://confluence.atlassian.com/migration/jira-7/server_jira+jsd_upgrade

However, the Jira Service Desk was installed only for evaluation purposes, and it's not needed in the cloud.

Even though the Jira Service Desk was uninstalled, the AO tables remain in the database. Thus, Jira Cloud would attempt to run the upgrade tasks for JIRA Service Desk.

Solution

There are two approaches we can take in this case:

Upgrade the Jira Service Desk

Upgrade the Jira Service Desk to the latest version so that Jira Cloud can import the data as expected.

Remove the Jira Service Desk

Deleting the Active Objects (AO) tables

Delete all AO tables from JIRA Service Desk (refer to JSDSERVER-4732 - Getting issue details... STATUS ).

The goal is to delete all the tables with the below prefix:

AO_2C4E5C_*
AO_54307E_*
AO_7A2604_*
AO_9B2E3B_*
AO_F1B27B_*

Deleting the propertytext and propertyentry items

You also need to delete all the propertytext and propertyentry entries related to these items.

There is a specific deletion order in the tables that needs to be respected. The process would be as follows:

1. Uninstall the application if presently showing under Admin > Applications > Versions and Licensing.
2. Restart Jira.
3. Navigate to manage add-ons.
   1. Uninstall the Jira Service Desk base application.
   2. This will now populate 9-29 additional Jira Service Desk applications that also need to be uninstalled from the file system.

      1. Delete the Jira Service Desk-related JAR files from the $jira-home/plugins/installed-plugins directory, flush the cache, and restart Jira. (The restart is necessary before dropping the tables if you flush the .jar files out) the files to remove are anything in the range:

         atlassian-chaperone-*.jar
         atlassian-client-resource-*.jar
         atlassian-pocketknife-api-commons-plugin-*.jar
         atlassian-timed-promise-plugin-*.jar
         jira-email-processor-plugin-*.jar
         jira-servicedesk-*.jar
         jira-servicedesk-application-*.jar
         jira-servicedesk-public-rest-api-plugin-*.jar
         jira-workinghours-plugin-*.jar
         jwt-plugin-*.jar
         psmq-plugin-*.jar
         querydsl-*-provider-plugin-*.jar
         servicedesk-approvals-plugin-*.jar
         servicedesk-automation-modules-plugin-*.jar
         servicedesk-automation-plugin-*.jar
         servicedesk-automation-then-webhook-plugin-*.jar
         servicedesk-canned-responses-plugin-*.jar
         servicedesk-core-ui-plugin-*.jar
         servicedesk-frontend-plugin-*.jar
         servicedesk-internal-base-plugin-*.jar
         servicedesk-knowledge-base-plugin-*.jar
         servicedesk-lingo-plugin-*.jar
         servicedesk-notifications-plugin-*.jar

      2. Delete the following Hidden directories:

         $jira-home/plugins/.bundled-plugins
         $jira-home/plugins/.osgi-plugins

4. Restart Jira again.

5. Once running Shut down Jira again and make a DB backup.

6. Run the following table DROP statements in this defined order to clear out any current Db Schema tables service desk 2.X and 3.X or you will encounter a Foreign key constraint error and the table drop will fail Run the second set of Drop tables the re-run this set of drop tables. If any foreign key errors occur after the second time this is run and the FK is outside the AO table values listed above stop and additional deletes will be necessary but require additional testing, if they fall in the AO table range we can delete them without causing issues but need to discover the deletion order Additional note on this below:

   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;

7. If you have installed an earlier version of the service desk, run the following to clean out the legacy 1.2 tables, then re-run the set of queries in the previous step, noting if any table drop fails to complete after the second run-through:

   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_MEMBER
   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;

8. Run the Following Deletes to clean out the propertytext and propertyentry values:
   

   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';

9. Restart Jira
10. Check that none of the listed table variables were recreated when the application restarted, this means that a JAR file was missed and the drop tables need to be re-run.
11. If you do not want the Service desk installed, stop here as the application is purged.
12. If you wish to install a clean version of the service desk, reinstall Service desk using the OBR package obtained at the link below for the compatible version with the installed version of Jira Core & Software Server:
    • https://marketplace.atlassian.com/plugins/com.atlassian.servicedesk.application/versions
13. Upload the OBR installer package under Admin > Applications > Versions and licensing > Upload application.