Admin Lost Access Rights

[Zachary Rand]

In preparation for our migration to Jira, I updated the company settings to force login using Google. This seems to have removed my admin rights from our instance. When I log in, I have few options. I tried signing in using my old email/password combo, and it had me request access from the Admin. Obviously this is me and I cannot approve myself without admin rights.

No, there is not another user who is/could be an admin as I am the only IT expert in the company.

I am not receiving a timely response from Atlassian. We are at a standstill until this is resolved. How can I get this addressed promptly?

[Zachary Rand]

Moved to a comment.

[Trudy Claspill]

Hello @Zachary Rand 

Welcome to the Atlassian community.

What is your definition of a timely response?

When did you contact Atlassian support?

How did you contact Atlassian? Did you open a support case through https://support.atlassian.com ? Did you have an opportunity to indicate in the case that it is a critical issue?

According to the pricing page if you open a critical support case the response time (with a Premium subscription) should be 1 hour for the Cloud team.

Have you updated your support case asking for a response?

Do you have a MOVE ticket open with Atlassian? If so, have you tried escalating your issue by alerting the team supporting your MOVE ticket?

As a user community we don't have access to help you directly. I can (and will) flag your post to raise it to the attention of the Atlassian team, but the SLA for response to such a flag is 2 business days.

[Zachary Rand]

What is your definition of a timely response?

As you said, the SLA for a Premium account is 1 hour. That is what I consider timely and is what we are paying for. It has been approximately three hours since I opened a ticket.

When did you contact Atlassian support?

Approximately three hours ago.

How did you contact Atlassian? Did you open a support case through https://support.atlassian.com ? Did you have an opportunity to indicate in the case that it is a critical issue?

The Support page states that only an admin can open a ticket. I am the admin and the system is no longer recognizing that I am. Therefore, I cannot open a Support ticket under the recommended method.

I opened a ticket via the Sales page as it was the only ticketing flow that would let me actually open something. That ticket is CA-3723694.

According to the pricing page if you open a critical support case the response time (with a Premium subscription) should be 1 hour for the Cloud team.

I cannot open a Critical support ticket because the system no longer recognizes that I am an administrator of my site.

Have you updated your support case asking for a response?

I do not have a Support case because the system will not allow me to open a ticket.

Do you have a MOVE ticket open with Atlassian? If so, have you tried escalating your issue by alerting the team supporting your MOVE ticket?

See above.

[Zachary Rand]

Moved from an answer:

What is your definition of a timely response?

As you said, the SLA for a Premium account is 1 hour. That is what I consider timely and is what we are paying for. It has been approximately three hours since I opened a ticket.

When did you contact Atlassian support?

Approximately three hours ago.

How did you contact Atlassian? Did you open a support case through https://support.atlassian.com ? Did you have an opportunity to indicate in the case that it is a critical issue?

The Support page states that only an admin can open a ticket. I am the admin and the system is no longer recognizing that I am. Therefore, I cannot open a Support ticket under the recommended method.

I opened a ticket via the Sales page as it was the only ticketing flow that would let me actually open something. That ticket is CA-3723694.

According to the pricing page if you open a critical support case the response time (with a Premium subscription) should be 1 hour for the Cloud team.

I cannot open a Critical support ticket because the system no longer recognizes that I am an administrator of my site.

Have you updated your support case asking for a response?

I do not have a Support case because the system will not allow me to open a ticket.

Do you have a MOVE ticket open with Atlassian? If so, have you tried escalating your issue by alerting the team supporting your MOVE ticket?

See above.

[Trudy Claspill]

When you say you opened a ticket through the Sales page, do you mean this one?

https://www.atlassian.com/company/contact/purchasing-licensing#/

I think the SLA listed on the Pricing page may apply only to cases opened through the Support portal rather than through other contact methods like the Billing, Licensing, and Pricing page link above. I don't know what the SLA on that page might be.

Since I am not a member of the Atlassian team I cannot view the ticket you listed, but that information will be helpful to the Atlassian team member that responds to the flag I put on your post.

I wish there was more I could do to help you. Good luck!

re: explanation about MOVE tickets

I asked about this because this is a ticket that you may have opened through the Atlassian Support portal when you started planning your migration, prior to making any changes to your system. Such tickets can be opened during the planning phase, and are often opened by companies that have a large DC instance, to start engaging early with Atlassian to have support lined up as they go through the test migration and production migration process.

Those tickets are usually kept open for the duration of the migration process.

If you had such a ticket already open and had an email response from it, then you theoretically could've replied to that email (without having to login to the support portal) to raise your new issue with Atlassian.

[Zachary Rand]

I appreciate your assistance and flagging the post for me.

Yes, that is the method I used to open the ticket as it was the only way I could find to open a ticket of any kind. Atlassian provides no support channels that I can find that I could use because their system doesn't recognize me as the account admin. I'm frankly shocked at how difficult it is to get support. Regardless, we paid for premium support, and will request appropriate compensation since it is Atlassian stopping us from even requesting support.

As far as the migration, we are performing a cutover, not a true data migration. That was scheduled for this week, but will likely now be delayed or cancelled. This incident has caused serious doubt and concern that Jira is the right product for our company with how impossible it is to contact support.

[Zachary Rand]

For Support: I am now receiving error Hash 1VQRHAX