Jira Service Management - 'Something's gone wrong' and 'Encountered a "null - null"'

[Ryan Smith]

Seeing "Something's gone wrong" in Jira Service Management when trying to access Canned Responses, Space Settings, and Slack Integration. We also can't see the "Reply to customer" option only the "Internal note" on tickets.

Our Help Centre is also unavailable, it says "Encountered a "null - null" error while loading this page".

This seems quite significant, yet the Status page says everything is operational. So I'm assuming it's something to do with our space?

https://jira-service-management.status.atlassian.com/

[Marc -Devoteam-]

Hi @Ryan Smith 

Welcome to the community.

Are you or others granted the agent role in Atlassian administration and on the JSM project are you listed in the role Service Desk Team and/or Service Desk Customer?

[Marc -Devoteam-]

Hi @Ryan Smith 

Other question, are you on a Free plan, when was the last time the instance was acccesed?

Are you the org admin, can you access admin.atlassian.com and the billing section, is the subscription still active?

[Ryan Smith]

Yes, we're on the free plan. The last support ticket notification in our Slack channel was at 10:24 PM UTC yesterday (Thu 19 Mar 2026).

I believe I have the "Administrator" role in the JSM project, although I can't confirm that because the page that should show me that information says "Something's gone wrong". Two others should also have the "Administrator" role in the JSM project.

I have "User access admin" according to the Users page on admin.atlassian.com. I'm not seeing an "Agent" role.

[Marc -Devoteam-]

Hi @Ryan Smith 

Reach out to your Org admin or IT department to see who manages you instance and let them help with for the issue.

Can you access other projects in your instance?

Are you using a favorite to access the instance, can you just browse to https://<yourname>.atlassian.net

[Ryan Smith]

We're a startup (hence the free plan). The CEO and I manage the org; unless Atlassian helps, no one is helping, and we'll have to move away from Jira Service Management urgently.

Yes, we can access other projects. We can even access the tickets within the project. We just can't reply to the customers.

No, I'm not using a favourite, and I can navigate to the instance.

[Ryan Smith]

The support@<site>.atlassian.net email address also isn't working. No new ticket created, no Slack notification.

[Marc -Devoteam-]

@Ryan Smith 

You is the mail setup in your JSM project, are customer notifications enabled?

Are request types setup in the project?

What type of project are you using?

Can you share the URL to the portal?

How many users a licensed, is this over 3, as you can have only 3.

Do you have the role Service Desk Team on the JSM space?

[Arkadiusz Wroblewski]

Hello and Welcome @Ryan Smith 

this does not look like a normal one-off config issue. Check first that affected agents still have JSM application access, but if multiple admin/features and the Help Centre are all failing together, I would open an Atlassian support ticket right away and treat it as a likely site/space-side issue, even if the public status page is still showing operational.

[Ryan Smith]

We're on the free plan, so as I understand it, the best we can do is this post.

[Arkadiusz Wroblewski]

@Ryan Smith 

I understand. So please wait patiently till somebody flag this or Atlassian Support go onto this Topic.

One Point - If that occured Suddenly - Then it may be Temporary Hickup so wait patiently a little.

[Ryan Smith]

Yeah, I think we've been patient. It's been like this for almost 4 hours.