Read this if you're a site administrator and just added Jira Product Discovery Free or Standard

[Casey Gould]

@Tanguy Crusson - I am a site-admin trying to revoke access to the site-admins group. You keep linking to a video that has "Group Product Access" as an interactive section under the site-admin group. 

There is no such section on my groups view - hence the frustration from users who keep getting redirected to the same video showing a completely different experience than what we see.

1. The site-admin group page shows access levels for Jira, OpsGenie, and Jira Software only - no mention of Jira product discovery. These access levels are text - not interactive/editable.
2. On the product access page, the site-admin group does NOT show under Jira Product Discovery - only my "jira-product-discovery-users-[company]-prod" group
3. My "jira-product-discovery-users-[company]-prod" group has one member who successfully has creator access 
   • I cannot add any additional users to this group without being told that I have hit the maximum 3 seats
4. Under Product Access, I can click into "3 licensed users" where I see a list of 7 users (4 disabled trusted user accounts, 3 active accounts).
   • One of these is my member successfully added via the group.
   • The other two active accounts are site admins with no clear reason why they still have access (see above steps). Under ... > See Product access, it tells me these are site admins and their access must be managed at the group level.
   • However, if I click into one of these site admins to see their user details, the Jira Product Discovery toggle under "Access" is turned off.

So without redirecting me to the same video, how do I remove Jira Product Discovery Access from two site-admin accounts if A. the site-admin group is not listed under Jira Product Discovery on the Product Discovery page and B. there is no mention of Jira Product Discovery access on the site-admins group page and no interactive component even if there were?

[Tanguy Crusson]

@Casey Gould based on what you're describing, it looks like your issue is not with site administrators having product access, but trusted users instead:

https://community.atlassian.com/t5/Jira-Product-Discovery-articles/Read-this-if-you-re-a-site-administrator-and-just-added-Jira/ba-p/2385379

Trusted users will count as billable users by default

Trusted users (a deprecated user experience) will also use a license for all products on site. The only workaround in this case is to change the user's role to either Basic or Site-admins, after removing product access from the site-admins group.

I don't know how it works for disabled trusted user accounts (by the looks of it, they count in there as well, so you should probably downgrade them to basic users)

[Casey Gould]

@Tanguy Crusson It seems that the "trusted user" classification is not removed from a user by upgrading them to site admin - past trusted users have to be reset to basic users and then re-implemented as site admins or they'll keep showing up as product discovery creators. But unless you knew that a user used to be a trusted user, there's no clear indicator on the user profile that they would show up under the trusted user filter.

The deactivated trusted user accounts are still showing up under our product discovery users, but at least they aren't taking up seats anymore.

However, I still have an org admin taking up a seat, presumably due to "trusted user" status.

[Tanguy Crusson]

Wow, thanks @Casey Gould , I had no idea - I'll raise this with our team managing the billing system.

[Jan Kühne]

@Tanguy Crusson; @Casey Gould 

I just had a look at JPD again - even though the setup process is really frustrating so far...

It seems that what @Casey Gould mentioned "past trusted users have to be reset to basic users and then re-implemented as site admins or they'll keep showing up as product discovery creators." is also my problem. Stupid thing is that I don't know about all side effects. Only think that I have seen so far and that people also loose access to "Opsgenie".

Do you and your team currently solving the issue, or do I need to get in contact to that people in my company and ask them to look out for side-effects? Another think is that one of these user is our org admin, and I can not change him to a basic role - which kind of make sense, but also make thinks complicated for me..

[Collin Thoman]

Is someone available and willing to hop on a quick call with me to review the transition of this product with me? Please DM me I can provide you with my Calendly link for easy scheduling.

Thank you,
Collin T.

[Rohan Swami]

@Jan Kühne apologies for the inconvenience, you can see why we are deprecating the trusted user role! I'd recommend that you get in touch with the people whose trusted user access you have removed and check for side effects. You should be able to see their product access in User Management.

[Christine B]

Hi @Tanguy Crusson @Rohan Swami 

I'm a site administrator and active user of Jira Product Discovery since the beta stage.

I followed all the necessary steps outlined here in the community to transition our account from the beta version to Jira Product Discovery Free and confirmed successful product access when JPD transitioned to general availability.

I noticed a couple of weeks back that our plan had been automatically transitioned by the billing system to a limited-time Standard trial, even though I had already set it to the Jira Product Discovery Free version. There was no option to revert our plan back to Jira Product Discovery Free. We canceled the Standard subscription, and now that the paid trial--which we did not sign up for--has expired we are locked out of Jira Product Discovery Free.

I'm unable to access any of my Jira Product Discovery tickets, which has really stalled my product management workflow and negatively impacted my scrum team's sprint planning. I've already sent in a support ticket on this issue, but just wanted to express here that I'm highly dissatisfied with the new billing engine and entitlements system.

[Rohan Swami]

Hey @Christine B that's not ok! Can you please send a link to your support ticket to rswami@atlassian.com and I'll respond to you there based on your scenario and make sure your issue gets resolved.

[Craig Hind]

Hi.  I don't think this has been asked here before.

We wish to use the free instance of JPD, and we have three users who have been given access to JPD as creators.

However our single Org Admin, who does not need to be a JPD creator is still counting as a creator because as an Org Admin he has automatic access to everything.  I am a site admin and I can't remove his access to JPD.

As a result our account won't let us change to the free plan because it thinks we have 4 creators.

Is there a way to remove our Org Admin as a creator in JPD?  (Also, would he be able to remove his own access to JPD?)

Thanks

[Rohan Swami]

@Craig Hind I believe your team opened a support ticket for this, we recently responded to it. The issue was that your org admin was also a trusted user. Here's the guidance on trusted users from the post:

Trusted users will count as billable users by default

Trusted users (a deprecated user experience) will also use a license for all products on site. The only workaround in this case is to change the user's role to either Basic or Site-admins, after removing product access from the site-admins group.

The only workaround in this case is to:

1. Remove product access from the site-admins group.
2. Change the user's role to Basic or Site-admins. Ensure past trusted users' roles are also changed or they will continue to consume a license.

[Christiane Klockmann]

@Tanguy Crusson Tanguy Crusson I'm admin and billing admin within our Atlassian, but unable to create a support ticket for JPD.

Does anyone have any idea what this is due to?

[Rohan Swami]

@Christiane Klockmann if you're still running into issues please email me at rswami@atlassian dot com with details including your site URL and we'll take a look.

[Christiane Klockmann]

@Rohan Swami It works now. Many thanks!

[Jan Kühne]

@Rohan Swami well, it was not easy. But setting back lots of admins to basic users and then back to admin again, did the job! Also without any unexpected side effects so far.

It worked for all users, where I was also to change their role. I was not able to change the role for our two org-admins, as I am only a site-admin.

Not a problem so far, as we are three users, and I was the only one needed creator rights within JPD. But now I need to add a second creator and the seats are blocked by the org-admins.

Do you have a secret trick on how I could change the access of the two org-admins? Side-note: They are usually very busy, so if they need to act themselves it could take weeks...

[Gary Bartos]

Is there a reason you can't build a simplified version of this documentation into the created project itself? 

The bold text, italic text, and bolded italic text on this help page are a bit overdone. The amount of help suggests to me that I'm going to run into some usability issues with Discovery, perhaps worse than the numerous modal dialogs in Jira and Confluence that I have to dismiss. After tinkering with Discovery a bit

(Sorry! My experience with Jira has been net positive.)

Since Discovery is modeled after Monday.com, a site I've used previously, I'd humbly suggest that your designers take a closer look at Monday to determine why user interaction on Monday.com is simple and easy to learn, and why so little help is needed.

Sorry to sound like a grump, but on opting to try Discovery I have a negative initial reaction to the popup dialogs, this help page that links to videos, the references to Jira-specific product & user terminology I can never keep straight (because it doesn't matter to my day-to-day work), etc.

Although I like the Monday-like presentation, I don't think this style of interface works well with the interactions Atlassian typically uses.