Why I am receiving an forbidden (403) JIRA Service desk is not licensed

[Jalen Avery]

Recently migrated JIRA Software and JIRA Service Management from 10.3 to 11.3.8 

License key is active and showing active in jira admin UI portal. 

We now have lost functioanlity (ie. Modifying, create, and seeing queues), 

Also the atlassian-jira logs show that JIRA service management is starting but then stopping because it is saying that JIRA service desk is unlicensed.

Is this an old cache file still being active any recommendations?

[Arkadiusz Wroblewski]

Hello @Jalen Avery 

Atlassian have KB Article specific to This Issue.

First please go through it and steps from there

Encounter the error "403 - Forbidden error while loading this page. JIRA Service Desk is not licensed" while loading the customer portal | Jira and Jira Service Management | Atlassian Support

Could you share the relevant section of atlassian-jira.log starting with the first ERROR/exception immediately before that startup failure, through to the indeterminable-state message?

Note that published KB workarounds cover JSM 5.x/10.x so do not execute database fixes on 11.3.8 unless your stack trace matches and Atlassian Support confirms.

This began immediately after your 10.3 → 11.3.8 upgrade. Open an Atlassian Support case and attach your startup logs and Support Zip.

Best,

Arek🤠