Summary

Although having Jira Service Management installed and licensed, suddenly the Insight top menu button disappears.
Attempts of accessing the app contents directly re-direct users to Jira's homepage.

Environment

• Jira Service Management 4.15 and later.
• Jira Service Management 4.14 and earlier with Insight Asset Management to 8.7.1 or later.

Cause

Starting on Jira Service Management 4.15, Insight became bundled with Jira which meant that some changes were made to how the system behaves in regards to licensing and version compatibility.
The main ones are:

• Customers running Jira DC on version 8.14 (4.14) or lower, upon updating to Insight 8.7.1 or later would no longer be required to add an app license.
• Customers running Jira DC on version 8.15 (4.15) or higher, upon installation will already have a compatible version installed on their environment (which will also not require a license to be applied).

 However, in order for Insight to work properly after those changes, it is necessary that:

• On JSM 8.14 (4.14) or lower with Insight 8.7.1 or later, UPM is installed on version 4.3.0 or later, as per How to run the bundled Data Center apps without an app license.
• On JSM 8.15 (4.15) or later, the Insight bundled version of Insight is being utilized (and not any other versions from the Marketplace).

Diagnosis

To confirm if you are using the proper versions of Insight you may refer to the following

JSM 4.14 or lower:

• Verify if you are using the plugin versions described by How to run the bundled Data Center apps without an app license.

JSM 4.15 or later:

• Confirm that the Installed version of Insight is 9.x.x or higher.
   The versions distributed on the Marketplace for customers on previous versions of Jira will always be 8.x.x or lower, while the bundled versions will be set to 9.x.x or higher.

 
If the installed. versions do not match the above, this KB will apply to your situation.

Solution

In order to restore the missing Insight functionality, you may refer to the below depending on the version that you are on.

JSM 4.14 or lower:

Follow the instructions from How to run the bundled Data Center apps without an app license to ensure that you are using the appropriate versions for the apps.
 In case you are unable to update UPM, you may also need to refer to Updating the Universal Plugin Manager.

JSM 4.15 or later:

In case you are using JSM 4.15 or later, but the Insight version you have installed is 8.x.x or earlier, we'll need to manually remove the currently installed version of Insight, and replace it with the compatible version for your main Jira installation.
To do so, you may refer to the detailed steps below:

1. Stop Jira on all nodes (if multiple).
2. Access the '<Jira_Local_Home>/plugins/installed-plugins' directory on each of your nodes.
3. Remove all 'insight-x.x.x.jar' files from this location (note that the files may be prepended by a string of numbers such as for example '846688264762062110.insight-x.x.x.jar').
    Rather than just straight deleting the files, we'd recommend saving a backup on an outside location.
4. Repeat steps 2 & 3 for the '<Jira_Shared_Home>/plugins/installed-plugins' (if available).
5. Access the Jira Service Management - Version History page.
6. Download the OBR file for the exact version of Jira that you are using.
7. Once downloaded, change the file extension from '.obr' to '.zip'.
8. Unzip the '.zip' file.
9. Access the 'dependencies' directory inside of the 'newly unzipped Service Desk application' folder.
10. Copy the 'insight-x.x.x.jar' file present in there.
11. Place the copied Insight jar file into the '<Jira_Shared_Home>/plugins/installed-plugins' if available; Otherwise use the '<Jira_Local_Home>/plugins/installed-plugins' instead.
12. Start Jira again.