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JSM APP missing from site.

emerico vespucci_umjk3h

Hello. I was successfully using JSM. At some point the confluence, Jira, and JSM apps on my site became inactive so I reactivated them. I can see Jira and Confluence. I can also see the spaces originally created with JSM but they seem inoperable. I am now also unable to create a space for JSM. Error below.

Given Jira and JSM appear integrated I can't tell which is which and which is not working.

Can we first confirm if I do or don't have JSM. Screenshot 2026-02-17 134636.png

Screenshot 2026-02-16 215338.png Screenshot 2026-02-17 134232.png Screenshot 2026-02-17 134336.png

Screenshot 2026-02-17 133005.png

Accepted answers

Marc -Devoteam-

Hi @emerico vespucci

This looks duplicate from https://community.atlassian.com/forums/Jira-Service-Management/Hello-folks-I-am-unable-to-access-any-of-my-Atlassian-Apps/qaq-p/3192565

I have requested support from Atlassian for you on that post. Please wait fro them to reply to you on that post.

John Funk

Hi Emerico,

It looks like you have been rolled over into the Service Collection, which is a collection of apps, which includes Jira Service Management. It's a bundle or package if you want to look at it that way. So you grant access now to the Service Collection "app" instead of JSM directly.

All comments

Marc -Devoteam-

Hi @emerico vespucci

This looks duplicate from https://community.atlassian.com/forums/Jira-Service-Management/Hello-folks-I-am-unable-to-access-any-of-my-Atlassian-Apps/qaq-p/3192565

I have requested support from Atlassian for you on that post. Please wait fro them to reply to you on that post.

emerico vespucci_umjk3h

Hi Marc. That was different, which is why I reopened it with more info. I received a response on the initial issue. That had to do with a JSN I tried to activate. The response indicated it was deleted. This is more about JSM itself and whether or not I have it and its working correctly. The screenshots provided tell the story.

You don't sese JSM listed under Billing for Manage Subscriptions. The error from me adding a space using JSM product fails, which is another indicator.

Once you confirm I don't have JSM the next question is how do I add it as a product?

John Funk

Hi Emerico,

emerico vespucci_umjk3h

Hi John. Thanks for the reply. How would I accomplish that? I can see in subscriptions the service collection appears to be a bundle as you stated.

Screenshot 2026-02-17 150215.png

John Funk

Are you wanting to get rid of the Service Collection and go back to just JSM? Here is more information about what is bundled.

https://www.atlassian.com/collections/service

Anastasiia Dimnych

Hi @emerico vespucci,

I apologize for a delay on our side! If the issue is still actual, please create ticket this way:

Visit our Support portal.
If you can't log in to the portal, select "Unable to log in" from the options provided.
Enter your email address
Select Other in How can we help you? field
Describe your issue and submit a request

This will create a ticket with the customer advocates team that will assist you.

Best,

Anastasiia

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