Resolving app installation issues in Sandboxes

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Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.

  

Problem

Due to various reasons, (which may include post migration and/or post production data copy issues), you may experience difficulties installing apps in their sandboxes.

Symptoms may include:

  • 'Request to install' pop-up, despite having Jira admin permissions.

  • The app is listed under Billing in the sandbox, but is not actually installed.

Solution

The suggested solution involves cancelling the entitlement and reinstalling the app in the sandbox. If the app was installed in the production site using a license token, the token should be removed from the sandbox site.

Prerequisites:

1. Descriptor URL

How to Find the Descriptor URL of a Marketplace Add-on?

The marketplace-hosted copy

Via the UI

  1. Visit the addon Marketplace listing and select 'Cloud' in the hosting drop-down.

  2. Scroll down to 'Resources' and click on 'Descriptor'.

Via the REST API

  1. Retrieve the latest version of the app by key, e.g. https://marketplace.atlassian.com/rest/2/addons/agile-docs/versions/latest for the app with key agile-docs

  2. You can find it at ._embedded.artifact._links.binary.href in the returned JSON.

To extract just the app descriptor URL via the command line (requires curl and jq):

curl https://marketplace.atlassian.com/rest/2/addons/<addon-key>/versions/latest |\ jq -r '._embedded.artifact._links.binary.href'


The app-hosted copy

Via the REST API

  1. Retrieve the latest version of the app by key, e.g. https://marketplace.atlassian.com/rest/2/addons/agile-docs/versions/latest for the app with key agile-docs

  2. You can find it at ._embedded.artifact._links.remote.href in the returned JSON.

To extract just the app descriptor URL via the command line (requires curl and jq):

curl https://marketplace.atlassian.com/rest/2/addons/<addon-key>/versions/latest |\ jq -r '._embedded.artifact._links.remote.href'

2. Enabled private listings

How to enable private listings?

  1. Log into the cloud instance where you want to install your app.

  2. Select Apps → Manage your apps

  3. Click Settings at the bottom of the page.

  4. Check the box to Enable private listings and click Apply.

Steps to resolve:

1. Install the app on the sandbox via the descriptor URL.

How to install an app via the descriptor URL?

  1. Copy your Descriptor URL.

  2. Log into the cloud instance where you want to install your app.

  3. Select Apps → Manage your apps

  4. Click Upload app (check Prerequisite 2 if you don’t see this button).

  5. Paste the URL of your descriptor from the Marketplace, and click Upload.

2. Delete the Access token (if applicable).

3. Uninstall the app from the sandbox.

4. Reinstall the app on the sandbox from the Marketplace.


Last modified on Apr 9, 2024

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