nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Jira Service Management - 'Something's gone wrong' and 'Encountered a "null - null"'

Ryan Smith_1vtncy

Seeing "Something's gone wrong" in Jira Service Management when trying to access Canned Responses, Space Settings, and Slack Integration. We also can't see the "Reply to customer" option only the "Internal note" on tickets.

Our Help Centre is also unavailable, it says "Encountered a "null - null" error while loading this page".

This seems quite significant, yet the Status page says everything is operational. So I'm assuming it's something to do with our space?

https://jira-service-management.status.atlassian.com/

Accepted answers

Ryan Smith_1vtncy

For reference, after a conversation with Atlassian, we discovered this was caused by Atlassian deactivating our plan. Unknown to us, we had been upgraded to the Standard Plan Trial and despite being within the limits of the Free Plan we were deactivated when the trial ended.

All comments

Arkadiusz Wroblewski

Hello and Welcome @Ryan Smith

this does not look like a normal one-off config issue. Check first that affected agents still have JSM application access, but if multiple admin/features and the Help Centre are all failing together, I would open an Atlassian support ticket right away and treat it as a likely site/space-side issue, even if the public status page is still showing operational.

Ryan Smith_1vtncy

We're on the free plan, so as I understand it, the best we can do is this post.

Arkadiusz Wroblewski

@Ryan Smith

I understand. So please wait patiently till somebody flag this or Atlassian Support go onto this Topic.

One Point - If that occured Suddenly - Then it may be Temporary Hickup so wait patiently a little.

Marc -Devoteam-

Hi @Ryan Smith

Welcome to the community.

Are you or others granted the agent role in Atlassian administration and on the JSM project are you listed in the role Service Desk Team and/or Service Desk Customer?

Ryan Smith_1vtncy

Yeah, I think we've been patient. It's been like this for almost 4 hours.

Marc -Devoteam-

Hi @Ryan Smith

Other question, are you on a Free plan, when was the last time the instance was acccesed?

Are you the org admin, can you access admin.atlassian.com and the billing section, is the subscription still active?

Ryan Smith_1vtncy

Yes, we're on the free plan. The last support ticket notification in our Slack channel was at 10:24 PM UTC yesterday (Thu 19 Mar 2026).

I believe I have the "Administrator" role in the JSM project, although I can't confirm that because the page that should show me that information says "Something's gone wrong". Two others should also have the "Administrator" role in the JSM project.

I have "User access admin" according to the Users page on admin.atlassian.com. I'm not seeing an "Agent" role.

Marc -Devoteam-

Hi @Ryan Smith

Reach out to your Org admin or IT department to see who manages you instance and let them help with for the issue.

Can you access other projects in your instance?

Are you using a favorite to access the instance, can you just browse to https://<yourname>.atlassian.net

Ryan Smith_1vtncy

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

jira-service-desk-cloud

jira-service-management-cloud

jira-service-management