Jira Mail Notifications fail if Insight plugin is disabled due to incorrect upgrade path

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Platform Notice: Server and Data Center Only - This article only applies to Atlassian products on the server and data center platforms.

Problem

Jira Mail notifications (for Agents) are not sent when Insight plugin is disabled. This issue occurs for both "Batched" and "Non-batched" notifications.

Insight plugin will be installed as 'bundled' plugin on Jira 8.16 and later versions. If users are not using Insight plugin and Insight license key is not entered, the plugin will be automatically 'disabled' by Jira.

The following appears in the atlassian-jira.log during Jira upgrade/installation or during Jira startup.

2021-05-18 08:39:02,616+0200 UpmAsynchronousTaskManager:thread-3 ERROR      [c.r.j.p.i.services.launcher.InsightLauncher] Wrong version of Insight previously installed, you need to upgrade to the latest version of Insight 7.x.x before moving to Insight 8.x.x

Diagnosis

Diagnostic Steps

  • Jira Mail notifications are not received by users/agents.
  • Agents will have permission to receive notifications (as per Permission Helper) and agents are configured to receive notifications as per Notification Settings. As per the Notification helper, the agent should receive notifications. 
  • Agents are not part of "Request Participants" or "Approvers" or "Organizations" (For Jira Service Management projects).
  • The issue is observed for both "batched" and "non-batched" notifications.

  • The Jira mail notifications are not triggered:

    • There is no trace of mails in the Mail Queue (in > System > Mail Queue).

    • There is no trace of mails in ‘Outgoing Mail’ logs (atlassian-jira-outgoing-mail

  • We have not observed any impact on Customer Notifications (for Jira Service Management projects). 

Cause

Insight plugin was installed and used 'externally' till Jira 8.16. From Jira 8.16, Insight is available as 'bundled' plugin as Insight 8.7.x. If users had installed and used Insight plugin (trial or full version) at some point in time and stopped using it (hence not upgraded regularly), when Jira 8.16 and later versions are installed, Insight 8.7.x will be installed/overwritten.

This will cause issues as "Insight Upgrade Path" is not followed - As per Preparing for Insight Version 8.x, users need to upgrade to the latest version of Insight 7.x.x before installing the Insight 8.x plugin. However, as Insight is 'bundled' on Jira 8.16 and later versions, Insight 8.x will be installed.

In this scenario, as the correct upgrade path is not followed for Insight, the plugin will be 'disabled' automatically. Enabling the plugin manually also fails. 

Resolution

We have to manually 'downgrade' Insight to Insight-7.1.4 (last version of 7.x) and then upgrade to Insight 8.x (which was bundled along with Jira 8.16). This will correct the "Insight plugin Upgrade Path". Please follow the below steps.

  1. Stop your Jira application.
  2. Go to $JIRA_HOME/plugins/installed-plugins, then remove the Insight .jar files. Take the backup of the existing Insight 8.x  jar file that was installed as 'bundled'. Please note the correct version.
  3. Paste the following .jar file to that folder, which contains Insight 7.1.4: insight-7.1.4.jar. This file is for Jira Server. Jar file for Jira DC is available in the Version history page mentioned below.
    (info)Insight - Asset Management - Version history
  4. Start your Jira application.
  5. Go to Jira Administration  > Manage apps > Manage apps (left menu), then please click on Upload app.
  6. Use the following URL to upload Insight 8.7.x OBR file to Jira. Please make sure you are selecting the same '8.x' version of the plugin that was removed from 'Step 2'.
    (info) Insight - Asset Management - Version history.
  7. Check if Insight is successfully enabled after following this approach
  8. If Insight is properly enabled, please check if notifications are triggered to agents.

By performing the above steps, we would have corrected the 'Insight Upgrade Path'. This will enable the 'bundled' Insight plugin even if it is not used (license key is not entered and activated).

DescriptionMail notifications not sent
ProductJira Software, Jira Service Management
Last modified on Jun 30, 2021

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