要約

After upgrade Jira Service Management to version 4.15 and above, the Insight menu button disappears and the Insight plugin doesn't seem installed

環境

Jira Service Management 4.15 and above

診断

• Insight plugin may not be found in the Jira Administration > Manage apps > Manage apps page depending on the causes stated below
• You've tried to enable the Insight plugin but there's an error without more description on the page
• You've tried installing one of the Insight plugins from Atlassian Marketplace but it didn't resolve the issue 

原因

Since Jira Service Management 4.15, Insight plugin is installed along with the Jira Service Management application and the version starts with 9.0.2, which is not downloadable from Atlassian Marketplace or anywhere else. The Insight plugin might not be installed/enabled properly during the installation process of Jira Service Management application due to other factors

1. insight-9.x.y.jar file is not found in <Jira_home>/plugins/installed-plugins
2. Insight plugin seems installed in the Manage apps page but the Insight menu does not appear on the top of the page, or plugin is disabled and cannot be enabled

ソリューション

For cause 1, reinstall Jira Service Management application with the steps below.

1. Back up Jira just in case it's needed.
2. Head over to Jira Administration > Applications > Versions & licenses page.
3. Click on the Uninstall link below Jira Service Management application.
4. A message will pop up with a confirmation to uninstall the application, as well as an option to also remove the license and configuration. Untick the option so that the application license and configuration will remain.
5. Once the uninstallation is done, you can restart Jira to refresh application cache or just proceed to reinstall Jira Service Management application on the same page.
6. Once Jira Service Management application is reinstalled, navigate to Jira Administration > Manage apps > Manage apps and verify if Insight is installed. 
   • Depending on the Jira Service Management version as well as Server/Data Center, the Insight plugin may appear under different category. Insight plugin in different instance type and version shows where Insight plugin can be found on the UI.
7. Insert a license for the Insight plugin if necessary and enable Insight if it's currently disabled. Upon refreshing the page you are viewing, Insight menu should be available at the top of the page and ready to be used.

For cause 2, clear the plugin state with the steps below.

1. Jira を停止します。

2. Run the SQL query below to clear the state of Insight plugin.

   delete from pluginstate where pluginkey like '%jira.plugins.insight%'

3. Jira を起動します。

4. Once logged into Jira as a user with permission to use Insight, the Insight menu should be available at the top of the page and ready to be used. Otherwise, navigate to Jira Administration > Manage apps > Manage apps and verify if Insight is installed, enabled and licensed if necessary.

その他

If further troubleshooting needed, please contact Support with information below.

• Jira Support zip
• If Insight plugin can be found installed in the Manage apps page, expand it and share a screenshot of the plugin details

• Result of the SQL query below

  select * from pluginstate where pluginkey like '%jira.plugins.insight%'

• Any additional information that could help Support to understand the issue better. For example, from which version Jira was upgraded, what other actions have been carried out to try fixing the issue.