Our service desk is not loading anymore and giving erros

[Lex]

Since last week we're getting issues while trying to use our Service desk. The Support portal is not available to our customers anymore and we're getting a errors in the back-end when trying to check the settings. We are using a free plan but this worked all time so no idea what happend.  

Before we saw Channel -> Support portal and mail but it's not visible anymore as well in the sidebar. 

https://i3next.atlassian.net

[Franklee · Accepted solution]

I’ve seen this happen before — usually it’s either a temporary outage on their end or a limitation that kicks in with the free plan. Sometimes clearing cache/cookies or testing in incognito helps, but if the issue is at the back-end, it’s best to raise a support ticket directly.

[Karan Sachdev]

Hey @Lex

Welcome to Atlassian Community!

It appears that your Jira Service Management subscription is no longer active. Can you please check if you're able to create a new service project? Or go to the admin hub (admin.atlassian.com) and check your subscriptions under the Billing tab.

For help with subscriptions, you may contact the Atlassian billing support here: https://www.atlassian.com/company/contact/purchasing-licensing?redirectSource=sac-wac-redirect#/

Thanks!

[John Funk]

Hi Lex - Welcome to the Atlassian Community!

I don't see anything for incidents the last couple of days with JSM. Does this happen with other projects, also? Or just this one? 

[Lex]

Hey @John Funk , thanks for the quick reply. We have other service projects where everything works fine, but this particular project is on a Free membership. We were wondering if maybe the Service Desk Portal feature was removed for free users? It seems odd that I can no longer see Channels → Service Desk Portal. I’m not sure how to investigate this further. Do you have any ideas? Any guidance would be greatly appreciated.

[John Funk]

Sorry, it has been a while. Is this still happening? You can't have one service project that is on a Free subscription and the others be on a different subscription in the same instance. So it is not that. Hopefully it was just a temporary glitch.