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Board view and customer portal is missong

Alexander_0bivmc

Hello everyone. There are problems with JSM. The trial version recently ended and everything broke down: the board view disappeared from the display types, the customer portal is unavailable in the settings, and the general information page does not load. There was also a problem with the permissions. JSM shows an error when trying to enable the "Work in multiple sections" feature. It writes "To enable this feature, request the Jira administrator to view the sections." But I'm already the administrator of the organization.

In an attempt to figure it out, I began to inspect the admin panel. I found in the applications that I have 2 copies of JSM: one with a free tariff, the second with standard tariff. Apparently it has remained since the end of the trial version. And most likely because of it everything broke down. Now I don't understand how to fix it. Help me please.

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Trudy P Claspill

Hello @Alexander

Welcome to the Atlassian community.

Have you tried submitting a support case to Atlassian about this at https://support.atlassian.com/contact/#/ ?

I'm not sure if you will be able to as that option is open only to customers working with Standard and above subscriptions, and your Standard trial expired. But you should try that route.

I think this will take assistance from Atlassian to debug and resolve.

If you are not able to submit a support request, let us know and I can flag your post here to raise it to the attention of Atlassian team members.

Alexander_0bivmc

Thank you for your answer. It’s unavailable to reach the support with free plan. Only AI chat available.

I’m guessing that the entire subscription was cancelled after the end of the trial period. I don't see any mention of any subscription in Billing section in the admin panel. Am I right?

Trudy P Claspill

I am going to flag your post here to raise it to the attention of Atlassian team members. I don't have an explanation for how your environment got into the state that it is in nor suggestions for how to fix it.

An Atlassian team member should respond within 2 business days.

Alexander_0bivmc

Hello. My employees cannot work. I'm starting to think about creating a new JSM project and trying to recreate everything that was deleted. It is a good solution?

I’ve noticed that the task types and schemes still available in the settings, but some sections are unavailable, for example, SLA.

Trudy P Claspill

I have posted through another channel that Community Champions have access to in order to escalate problems. I hope an Atlassian Team member will respond soon.

Shalini Pradhan

Hello @Alexander ,

Good day! Welcome to Atlassian Community

Could you please share your cloud site URL? This will help us to create a support ticket and further investigate.

Alexander_0bivmc

Hello, thank you!

https://zadacha-teh.atlassian.net

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