Jira Service Management Upgrade Failed With Error "Failed to resolve plugin dependencies within OBR"

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missing requirement

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

Problem

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".


Diagnosis

Environment

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.

Diagnostic Steps

  • 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 [188](R 188.0): missing requirement [com.atlassian.servicedesk.incident-management-plugin [188](R 188.0)] osgi.wiring.package; (osgi.wiring.package=com.atlassian.servicedesk.api) Unresolved requirements: [[com.atlassian.servicedesk.incident-management-plugin [188](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


Workaround

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:

    1. Uninstall JSM application from ⚙ > Applications > Versions & licenses. Untick "Also remove my JIRA Service Desk license and configuration" on the pop up.
    2. Upon successful uninstallation of the application, stop Jira.
    3. 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:

      <Jira_HOME>/plugins/.osgi-plugins/
      <Jira_HOME>/plugins/.bundled-plugins/
    4. 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-
      • jira-workinghours-plugin-xxx.jar
      • atlassian-chaperone-xxx.jar
      • atlassian-client-resource-xxx.jar
      • atlassian-pocketknife-api-commons-plugin-xxx.jar
      • atlassian-timed-promise-plugin-xxx.jar
      • jira-email-processor-plugin-xxx.jar
      • jwt-plugin-xxx.jar
      • psmq-plugin-xxx.jar
      • querydsl-xxx-provider-plugin-xxx.jar

    5. Start Jira.
    6. At this stage, you should have a Jira instance completely free of any Service Management jar files.
    7. Go to the page ⚙ > Applications > Versions & licenses.
    8. You will be presented with a message saying the JSM is licensed but isn't installed.
    9. Click on the Install button to install a compatible version of JSM.

    If the problem persists, or if the diagnosis steps do not apply, please reach out to Atlassian Support via https://support.atlassian.com/.




DescriptionUpgrade Failure due to Plugin Dependency Issue
ProductJira Service Management



Last modified on Feb 22, 2021

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