No access to the project

[Anaelle Finet]

Hello everyone,

I created a project 3 months ago to streamline our customer request management. The aim is to receive tickets for different subjects and to be able to allocate them to my team (a team of three). To do this we have a free Jira account limited to three users.

Recently we no longer have access to the project, some people don't even see the project displayed in their project listing. I'm the only one who can have a slight overview of the tickets, but the parameters are still unavailable, no Kanban view is available, and the rest of my team has no access to anything. (here an exemple of TG : he has the project role administrator but cannot find the project in his listing project)

I don't know how to solve this problem and nobody can answer me.

I thank you in advance for the time you will take to answer me.

Anaëlle

[Andy Heinzer]

Hi @Anaelle Finet 

I can see that you have a Free plan of Jira Cloud.  However it appears that your cloud site has removed the Jira Service Management (JSM) subscription.   As a result, the project data still exists for this project, but all of the JSM specific Jira features will be unavailable in this case for all JSM projects.

You will need to add the Jira Service Management product back to that site to get this project to appear like it once did.  You could just add it back on the Free plan at least.  Please note that the free plan for JSM has a limit of 3 users in the agent role.

You should be able to do this by going back to https://admin.atlassian.com then go to Products.  From this page you should be able to either Add the JSM product or reactivate it.

[Anaelle Finet]

Hi @Andy Heinzer 

Thank you very much for your reply.

You're right, there seems to be a problem with this product, the Jira Management service is greyed out when I access your site. Could you tell me how to reactivate it, are these roles I need to give? How it works ? 

Thank you very much for your reply and your help.

Anaëlle

[Andy Heinzer]

Hi @Anaelle Finet 

Those screenshots are in regards to setting which users have product access, but before you do that, you first have to reactivate the Jira Service Management product on your site.

You should be able to do this by going to the Products > Add products

When you click that add product button, you should see options such as:

If you don't see an option for Jira Service Management on that page, then I would recommend reaching out to our customer advocate team over in https://www.atlassian.com/company/contact/purchasing-licensing?redirectSource=sac-wac-redirect#/

If you select the Your Account > Reactivate Subscription and then enter in your cloud site URL, this should help our team to assist you here.

[Anaelle Finet]

Bonjour @Andy Heinzer 

Thanks again for your reply ! 

I've managed to request reactivation from your team, I hope this will solve the problem! I'll keep you informed

Anaëlle 

[John Funk]

Hi Anaelle - Welcome to the Atlassian Community!

Since you are on a Free plan, let me see if I can get someone from Atlassian to come help you. 

[Anaelle Finet]

Hi John,

That would be great! Thank you so much for your help!

[Lisa Forstberg]

Hi!

You may have  exceeded your storage limit for the free plan. I suggest you create  a support request to atlassian to get help. 

br

Lisa

[Anaelle Finet]

Hello Lisa,

Thank you very much for your reply. Unfortunately I don't think I can create a ticket or request support with our free profile.

Is there still a way to get help, in your opinion?

Thanks for your help