Support Project not working properly anymore

[Paul Hamel]

Hello,

the Support Project stopped being able to receive tickets from the connected email address, when trying to go into the settings for it, it shows "this project is not available anymore", but it still is possible to work on existing tickets and for agents to create them in the dashboard. There are also only 3 agents in the Project, which should be within the limits of the free plan.

[Andy Heinzer]

Hi @Paul Hamel 

It appears that Jira Service Management has been removed from this site since August 2024.  You will need to have a JSM subscription (Free, Standard, or Premium) to be able to use the JSM features here.

The project and data itself still exists on the site, and you can see most of this because you have a Jira license on the site, but without a JSM subscription many of the service management features won't be expected to work.

I can see you are a product admin, but it doesn't appear that you are a site-admin.  Which means you might not be able to re-subscribe to JSM yourself.  I'd recommend reaching out to your site-admin to ask them to add the Jira Service Management product back to the site.

A site admin should be able to navigate to https://admin.atlassian.com and from there select the organization itself, Products > Add product to add Jira Service Management back to the site.

Let me know if you run into any problems with this.

Andy

[Nikola Perisic]

Welcome @Paul Hamel 

Have you checked if the project contains the Browse Project permission for needed project roles?

Go to Channels > Email and check for the email logs. Detailed information about the email logs could be found here: https://support.atlassian.com/jira-service-management-cloud/docs/about-email-logs-in-jira-service-management/

[Paul Hamel]

The Browse Project permission is set to Administrators and Service Desk Team, if i (administrator role) go to the Channels>Email setting i get this error (This Project is not available)

[Nikola Perisic]

Ok, check this article: https://confluence.atlassian.com/jirakb/this-project-isnt-available-error-or-infinite-load-for-jira-service-management-cloud-1103078597.html

Let me know if it helped you out.

[Paul Hamel]

Permissions seem to be all in order, question is how the license is managed, the project first ran on the trial license, but that should be turned into the free license now, which is fine for 3 agents, the number we have in the project