Create project with shared configuration no longer possible

[Bertrand Cognet]

Hi all,

Trying to create new Classic service desk project with shared configuration (JSD) but available project list from dropdown menu remains empty despite numerous projects already created.

Some more clarifications below:

• Service desk project can be created without a shared configuration (user rights seems OK)
• other project are Service desk projects
• up to the past days, it was possible to create project with shared configuration
• checked with both new and legacy views with the same result
• other project conf haven't been modified

[Earl McCutcheon]

Hey Everybody,

Thanks again for flagging this issue.  The Bug I created previously is being caused by the following one, and we have this set to a high priority are tracking the Fix here, make sure to add yourself as a watcher to get updates:

• https://jira.atlassian.com/browse/JSDCLOUD-8980

The workaround requires contacting the Jira Cloud Support team to apply a change on the backend, please create a support request at https://support.atlassian.com referencing the bug report for a quick turn around on applying the workaround.

Regards,
Earl

[Eduardo Fischer]

Hi,

We have the same problem. We need to create a new service desk project with shared configuration but no service desk projects are shown in the drop-down list. We're in a standard plan for both Jira Software and Service Desk (Cloud).

Regards.

Eduardo.

[Earl McCutcheon]

Hello @Bertrand Cognet ,

Thanks for reaching out, and this is odd as you should not be able to get the the create a classic project screen where the option is located without the permissions necessary to issue the  "create with shared configuration" option, and if the site were set to a free plan the dialogue would be greyed out noting the functionality is not avaliable in a free plan, so to confirm your suspicion the user permissions look good here and so does the site config.

Can you look at the accounts details on your sites to see if it is configured with Jira Service desk on a paid license and the Jira Software application set to a free plan, as I was digging into this on a test instance to try and replicate the behavior and I was able to do so and uncovered a new Bug that triggers this behavior when the free and paid license types are mixed on a site.

Please check out the details in the Bug below and let me know if this lines up with your sites configuration:

• https://jira.atlassian.com/browse/JSDCLOUD-8987

Regards,
Earl

[Bertrand Cognet]

Hi Earl,

Thanks for the quick look on this one; checking on both applications subscriptions, looks like none are set to free plan:

• Jira service desk > standard plan
• Jira software > standard plan, but not used (as we are already using another instance), thus 0 users on it

Even when users are added on Jira Software, Jira service desk project cannot be created with shared configuration.

Regards.

/BC

[Andreas Hilbrich]

Hi, 

I've got the same behaviour. We're in a standard plan for both Jira Software and Service Desk. 

A couple of weeks ago our Jira Software license have been moved automatically into a Premium plan, as we own Automation for Jira Cloud. We afterwards downgraded Jira Software to Standard plan. 

Now I'm wondering, whether this caused the behaviour.

Answers are very welcome.

Kind regards

Andreas

[Eric McDonald]

Same here - my Jira software projects show in the list but not my Service Desks.