The error 'Jira Software/Service Management is licensed but not currently installed' is shown in the Versions & Licenses page.
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
Problem
- You are experiencing loss of functionality related to Jira Software & Jira Service Management (Creating projects, viewing Boards/Queues etc.).
- You have recently upgraded/migrated your Jira.
Looking at the Versions & Licenses page, you see the following error thrown.
Diagnosis
Diagnostic Steps
For Cause #1, running this query against your database will return results where Jira Software/Service Management module is disabled.
SELECT * FROM pluginstate where pluginenabled = 'false';For example, the query results will be shown as :
pluginkey
pluginenabled com.atlassian.jira.plugins.jira-software-plugin:project-navigation-web-panel false com.atlassian.jira.plugins.jira-software-plugin:version-workload-report false com.atlassian.jira.plugins.jira-software-plugin:jira-software-rest-resources-filter false com.atlassian.servicedesk.application:application
false
com.atlassian.jira.jira-software-application false Take note if the 'pluginkey' includes 'jira-software' or 'servicedesk'.
For Cause #2, the JAR files installed for your Jira Software/Service Management in your is not compatible with your Jira version following our Jira Applications Compatibility Matrix.
Cause
Cause #1
Important Jira Software/Service Management modules is disabled.
Cause #2
The Jira Software/Service Management version installed is incompatible with your current Jira version. For example, your Jira Core version is 7.12.3, however, the Jira Software version installed is version 7.10.0.
Resolution
Resolution #1
Always back up your data before performing any modifications to the database. If possible, test any alter, insert, update, or delete SQL commands on a staging server first.
This resolution applies if you're experiencing Cause #1. We will need to enable all the disabled Jira Software/Service Management modules by running this query.
- Stop Jira.
Run this query against your database.
DELETE from pluginstate where pluginenabled = 'false';- Restart Jira.
Resolution #2
Due to this being possibly caused by incompatible add-ons, try to startup Jira without any add ons and check if the issue persists.
- Stop Jira
- Go to the $Jira-Home/plugins/installed-plugins directory
- Rename the $Jira-Home/plugins/installed-plugins directory to $Jira-Home/plugins/installed-plugins2
- Start Jira
- Install Jira Service Management/Jira Software via UI.
If the issue persist even after following the steps provided above, it is best for you to create a support request with Atlassian Support for them to analyze which add-on is incompatible and should be removed. We would suggest you to provide a file list of your plugins directory located in your $Jira_HOME/plugins/installed-plugins by running the terminal command (ls) and copy-paste the list into a text file.