Jira Service Management Upgrade Failed With Error "Failed to resolve plugin dependencies within OBR"
Platform Notice: Server and Data Center Only - This article only applies to Atlassian products on the server and data center platforms.
A pop up with the following error message appears during the Jira Service Management upgrade from the page ⚙ > Applications > Versions & licenses:
"An unexpected error occurred. Refer to the logs for more information".
This failure has been witnessed during the following upgrades:
- from JSD 3.16.4 to JSD 3.16.5
- from JSD 4.0.2 to JSD 4.0.3
- from JSD 4.1.1 to JSD 4.1.2
However, this KB can be a good reference to resolve the plugin dependency issue in case it happens with other versions.
- When checking the logs, the following appears in /var/atlassian/application-data/jira/log/atlassian-jira.log
2019-08-20 08:03:11,040 UpmAsynchronousTaskManager:thread-2 ERROR admincw 482x7462x1 pg66rv 172.16.0.117 /rest/plugins/1.0/ [c.a.u.core.install.ObrPluginInstallHandler] OBR resolver has 1 unsatisfied requirements for installing plugin.6290060804207447847.jira-servicedesk-application-3.16.5.obr 2019-08-20 08:03:11,040 UpmAsynchronousTaskManager:thread-2 ERROR admincw 482x7462x1 pg66rv 172.16.0.117 /rest/plugins/1.0/ [c.a.u.core.install.ObrPluginInstallHandler] Unsatisfied requirement: (&(symbolicname=com.atlassian.servicedesk.public-rest-api)(version>=3.16.4.REL-0012)) 2019-08-20 08:03:11,054 UpmAsynchronousTaskManager:thread-2 WARN admincw 482x7462x1 pg66rv 172.16.0.117 /rest/plugins/1.0/ [c.a.u.core.install.DefaultPluginInstallationService] Plugin installation failed: Failed to resolve plugin dependencies within OBR [plugin.6290060804207447847.jira-servicedesk-application-3.16.5.obr]. Please see the logs for more detailed information.
- Another example
1 plugin failed to load during Jira startup. 'com.atlassian.servicedesk.incident-management-plugin' - 'Service Desk Incident Management Plugin' failed to load. Cannot start plugin: com.atlassian.servicedesk.incident-management-plugin Unable to resolve com.atlassian.servicedesk.incident-management-plugin (R 188.0): missing requirement [com.atlassian.servicedesk.incident-management-plugin (R 188.0)] osgi.wiring.package; (osgi.wiring.package=com.atlassian.servicedesk.api) Unresolved requirements: [[com.atlassian.servicedesk.incident-management-plugin (R 188.0)] osgi.wiring.package; (osgi.wiring.package=com.atlassian.servicedesk.api)] It was loaded from D:\Atlassian\Application Data\JIRA\plugins\installed-plugins\incident-management-plugin-4.13.3-REL-0038.jar
In order to install the new JSM version properly, the workaround is to completely remove all the jar files related to existing Service Management from the directory <Jira_HOME>/plugins/installed-plugins and install the new Service Management version, following these steps:
- Uninstall JSM application from ⚙ > Applications > Versions & licenses. Untick "Also remove my JIRA Service Desk license and configuration" on the pop up.
- Upon successful uninstallation of the application, stop Jira.
Clear your plugin cache. To do this, delete completely the 2 following folders.Not to worry, these 2 folders will be rebuilt when Jira starts:
- Go to the directory <Jira_HOME>/plugins/installed-plugins/ and remove the following files if exist:
- Any file starting with jira-servicedesk-
- Any file starting with servicedesk-
- Start Jira.
- At this stage, you should have a Jira instance completely free of any Service Management jar files.
- Go to the page ⚙ > Applications > Versions & licenses.
- You will be presented with a message saying the JSM is licensed but isn't installed.
- Click on the Install button to install a compatible version of JSM.