Urgent Support Request: XRay Product Removed from Jira Board due to License Update

[Dhaval Vala]

I hope this message finds you well. I am writing to seek your urgent assistance regarding a critical issue we are facing with the XRay app in our Jira board.

Description of the issue:
Upon attempting to update the XRay app license, we encountered an unexpected problem where the app was removed from our Jira board. This occurred when the XRay app prompted us for the license. As a result, we are currently unable to access the app and its functionalities.

Impact of the issue: This issue has severely impacted our workflow, as we heavily rely on the XRay app for managing our testing process. The removal of the app has led to a significant disruption, particularly since we have approximately 3000 test cases written within the app. Our team is now unable to execute tests, track progress, or access the vital testing-related data stored within XRay.

What we have tried so far:
We have attempted to troubleshoot the issue on our end by refreshing the Jira board, clearing cache, and re-logging into the system. However, these efforts have not resolved the problem, and the XRay app remains inaccessible.

We kindly request your immediate attention and support in resolving this matter. As the issue is blocking our testing activities, a prompt resolution is crucial to minimize the impact on our project timelines and deliverables.

Thank you for your understanding and assistance. We greatly appreciate your expertise in addressing this issue as soon as possible.

Looking forward to your prompt response.

[Walter Buggenhout · Accepted solution]

Hi @Dhaval Vala,

Reach out to the app vendor of xray directly regarding this issue. You can do so via their support channels, which you should be able to find on their Marketplace listing.

The Community forum is happy to help you out with all sorts of questions on best practices, how tos, to a certain extent even technical challenges, but we are mostly volunteers who cannot access your site. Proper support channels are the way to go in cases like this!

Hope this helps!  

[Dhaval Vala]

Sure @Walter Buggenhout 

Thank you for your prompt response and valuable guidance. We appreciate your suggestion to reach out to the app vendor of XRay directly regarding the issue at hand.

We understand and respect the limitations of the Community forum, as it relies on the assistance of dedicated volunteers who may not have access to individual sites.

Once again, we express our gratitude for your assistance. Your advice will certainly lead us in the right direction to find a solution to our XRay subscription issue.

[Walter Buggenhout]

All the best in getting this resolved asap, @Dhaval Vala!