Failed to enable service management plugin with an error : "Cannot start plugin: com.atlassian.servicedesk"
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. 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
Summary
Problem
When working trying to enable service management plugin in Add-ons > Manage Add-ons, one of the following errors occurs :
This add-on failed to enable. Refer to the logs for more information.
The Jira server was contacted but has returned an error response. We are unsure of the result of this operation.
The call to the Jira server did not complete within the timeout period. We are unsure of the result of this operation.
And the following Java exception appears in the atlassian-jira.log
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com.atlassian.plugin.osgi.container.OsgiContainerException: Cannot start plugin: com.atlassian.servicedesk
at com.atlassian.plugin.osgi.factory.OsgiPlugin.enableInternal(OsgiPlugin.java:484)
at com.atlassian.plugin.impl.AbstractPlugin.enable(AbstractPlugin.java:310)
at com.atlassian.plugin.manager.PluginEnabler.actualEnable(PluginEnabler.java:147)
at com.atlassian.plugin.manager.PluginEnabler.enable(PluginEnabler.java:115)
...
Caused by: org.osgi.framework.BundleException: Unresolved constraint in bundle com.atlassian.servicedesk [134]: Unable to resolve 134.0: missing requirement [134.0] package; (package=com.atlassian.pocketknife.api.commons.jira)
at org.apache.felix.framework.Felix.resolveBundle(Felix.java:3409)
at org.apache.felix.framework.Felix.startBundle(Felix.java:1709)
at org.apache.felix.framework.BundleImpl.start(BundleImpl.java:905)
at org.apache.felix.framework.BundleImpl.start(BundleImpl.java:892)
at com.atlassian.plugin.osgi.factory.OsgiPlugin.enableInternal(OsgiPlugin.java:461)Diagnosis
Environment
This problem was detected on Jira 6.4.7 with Service Management Add-ons 2.3.6, it may also be applied to other versions of Jira/Service Management.
Diagnostic Steps
From the error message
1Unable to resolve 134.0: missing requirement [134.0] package; (package=com.atlassian.pocketknife.api.commons.jira)we can see there is a missing dependency.
After doing a search in All Add-ons with key word "pocketknife" on a running healthy service management instance, we found the plugin "Atlassian Pocketknife API Commons Plugin", which is not present on the defective instance.
Cause
The required plugin for Service Management is missing : "Atlassian Pocketknife API Commons Plugin"
This could be caused by a corrupted installation or the required plugin was accidentally deleted by user.
Solution
Resolution
The required plugin is installed automatically with the Service Management plugin, so in order to fix this problem :
Uninstall the Service Management plugin
Reinstall the plugin by following any of the methods as described on the Installing Marketplace apps page
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