Cannot install addons

Mark Murawski
Contributor
October 9, 2024

The Jira Cloud site we have is broken (cannot install addons) and we are unable to submit an issue to tech support!!

What???

 

We're planning/testing our Jira migration and have Jira Cloud Free right now, but it's broken.  How do we contact support?

 

When trying to install an app that's needed for our migration, we get:

 

 

 

2024-10-09_11-30.png

 

 

We already have about 15 addons installed with no issue.  Now we're at some sort of maxumum and cannot install any more?  Or the addon install system is maybe just broken completely?

2 answers

0 votes
Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
October 9, 2024

Hi @Mark Murawski 

From looking at the details about your site, it looks like your site has a subscription to that JMCF app already, but it doesn't look like that app is installed to your site right now.  I created a support case on your behalf for this over in https://support.atlassian.com/requests/JST-1053193/

Andy

Mark Murawski
Contributor
October 13, 2024

Thanks for creating the request!



This was quite helpful.  Looks like there is a mismatch in our status on the jira cloud portal.

 

They found that the addon was actually already installed, but for some reason it wasn't showing up properly in the marketplace.

 

The situation is:
  The addon is showing the 'try now' button on the listing, instead of the normal 'get started' button you would see if the addon was already installed.

 

So, there's an internal state problem with our addons list.   Atlassian is saying it's already installed, but we don't have access to it in our apps portal.

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
October 15, 2024

Hi @Mark Murawski 

Sorry to hear this isn't resolved yet, I understand there is a disconnect here.  I have re-opened this case and reached out to the CA team to help here.

Andy

0 votes
Marc - Devoteam
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
October 9, 2024

HI @Mark Murawski 

You are mentioning you are testing a migration, so you have another Cloud of on-prem instance correct?

If this is not free, you should still be able to contact Atlassian Support, just don't select you free tier instance, but mention it when submitting a request.

https://support.atlassian.com/contact/ 

Mark Murawski
Contributor
October 9, 2024

Thanks!

 

Yeah we have another product, but we have Jira Server that we paid for.  The support page does not allow to get any kind of technical support for bugs.

 

2024-10-09_11-43.png

Marc - Devoteam
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
October 9, 2024

HI @Mark Murawski 

Go to the link I provided, choose for DC product and enter your SEN in the summary and description mention the Cloud instance and that you are executing this as part of your migration path.

Atlassian will provide you with support, as they will sure be able to help you to move to Cloud.

Mark Murawski
Contributor
October 9, 2024

Yeah this dosn't work.  It does not take our SEN for Jira Server

Marc - Devoteam
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
October 9, 2024

Hi @Mark Murawski 

No this will be true as support for Server instances has ended on the 24th of Feb this year.

@John Funk or @Jack Brickey , could you help out in this case?

Trudy Claspill
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
October 9, 2024

I have flagged this post to raise it to the attention of Atlassian Team Members. They should respond here within 2 business days.

It is true that if you are using only Free Cloud products and you don't have a valid support contract for your on-premise instances, then you cannot open a support case. That option is available only to folks that are paying for support.

Since this concerns migration you might also be able to open a support case by selecting the Migration support option.

Screenshot 2024-10-09 at 9.52.50 AM.png

I'm not sure if it will accept a SEN for a system out of support, but you can try the Continue without a SEN option if it doesn't.

Screenshot 2024-10-09 at 9.54.28 AM.png

Like # people like this

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
FREE
TAGS
AUG Leaders

Atlassian Community Events