Jira Software - Lost access to Project settings since yesterday

Question

Hello everyone,

We have an issue with Jira Software since yesterday afternoon.

We currently have a service project called "Builders' Service Desk" used by our users to request IT Support, IT change/request or to ask IT questions.

The users create request by sending email to our Jira email address.

So, we use this project in Jira to manage all IT request submitted by the users in the company.

Yesterday afternoon, an error "outdated queue" appeared and avoid us to access to the issues list, then after a few minutes, we are able to access again to the issues list in our Service Project, but with "limited access" and a different view.

Since this error, the view in this project change and the following issue appeared :

- The view in the "All issues", "My Open issues", "Open issues" has changed. a "BASIC"/"JQL" to Search/Filter in the issues list appeared

- We are not able to access to the "Service Project Settings" anymore with our Site Admin users since this "Outdated Queue" error.

- When we send email to the email address affected to this Service Project settings, the issue is not created, we doesn't receive the users' requests in our service project.

We have the following subscription :

- Jira Work Management : Free plan

- Confluence : Free plan

- Jira Software : Free plan

- Jira Service Management :  Suspended on April, 16 2021

The users used to access to Jira are Site-Admin and Org-Admin.

Thanks for your help.

Kind Regards.

Ludovic.

Kamil Maksymowicz · Answer

Hey, have you solved this problem?

I just got the same

Daniel Ebers · Answer

Hi @Ludovic KROLIK

from previous experience this happened to one of our sites when the trial ended but there were more than 3 agents (3 agents are included in Free plan for Jira Service Management).

Reducing the agents to three and converting the plan into "Free" fixed the issue.

If you should be seeing something else I would suggest to follow up with billing team (probably the case from April you mentioned).

Regards,
Daniel

Ludovic KROLIK · Answer

It seems to be a license issue as we received the following message from Atlassian :

Your Atlassian cloud subscription for the following products on has been canceled:

You've been unsubscribed from trial of Jira Service Management. From Sep 15, 2021, these products and apps will be deleted, and your data will be deleted. Submitting payment once your Product data has been deleted will not reactivate your subscription (or restore your Product data). Contact us if you'd like a copy of your data before it's deleted.
If you would like to unsubscribe, please add your payment details and resubscribe from within the ‘Manage subscriptions’ section of your site.

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The only change which has been done is in April 2021 on our Jira Service Management subscription following an email from the licensing team.

On April 2021, the licensing team tell us to change Jira Service Management subscription from Standard to Cloud-Free. So, we made this change in April 2021.

Bellow the email :

From: Myla L. <advocates@am.atlassian.com>
Sent: 09 April 2021 13:14:00
Subject: CA-1323691 Purchasing and Licensing Request: General inquiries

Myla L. commented:

Hi Stéphane,

Thank you for reaching out to Atlassian! My name is Myla from Billing and Licensing team.

The email is for Jira Service Management that is on a Standard plan right now. You can switch it to Cloud-free and the email reminder will simply go away.

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I don't know why the subscription has been canceled, but we don't want to cancel it and don't want to loose any data.