Jira features not working after upgrade rollback
Platform notice: Server and Data Center only. This article only applies to Atlassian products on the Server and Data Center platforms.
Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
When not using Zero Downtime process, the steps on Rolling back a Jira upgrade are the recommended way to ensure the instance configuration and data revert back to a working state prior to any upgrade tasks. If the article steps are not performed correctly, we may end up on an inconsistent application scenario with multiple failures, where core features are not working.
The following may be seen on atlassian-jira.log after starting the instance:
__ FAILED PLUGIN REPORT _____________________
32 plugins failed to load during Jira startup.
...
'com.atlassian.servicedesk.project-ui' - 'Jira Service Project Plugin' failed to load.
Cannot start plugin: com.atlassian.servicedesk.project-ui
Unable to resolve com.atlassian.servicedesk.project-ui [200](R 200.0): missing requirement [com.atlassian.servicedesk.project-ui [200](R 200.0)] osgi.wiring.package; (osgi.wiring.package=com.atlassian.jira.security.request) Unresolved requirements: [[com.atlassian.servicedesk.project-ui [200](R 200.0)] osgi.wiring.package; (osgi.wiring.package=com.atlassian.jira.security.request)]
It was loaded from /media/jira-shared/plugins/installed-plugins/servicedesk-project-ui-plugin-5.4.1-REL-0001.jar
...
It was loaded from /media/jira-shared/plugins/installed-plugins/servicedesk-automation-modules-plugin-5.4.1-REL-0001.jar
...
It was loaded from /media/jira-shared/plugins/installed-plugins/servicedesk-lingo-plugin-5.4.1-REL-0001.jar
Solution
The ideal solution is to follow the initial KB steps and perform a restore from backup, if that's not available then you may follow theses steps. In the example above Jira Service Management was to be upgraded from 4.20 to 5.4.1, when rolling back into 4.20 several JAR files from the newer version were still present on the JIRA Home Directory/plugins/installed-plugins.
Ensure that only files from the current version (in this case 4.20) are available, by removing the ones from the newer version, then restart Jira.