Cannot access new JIRA installation

[Guy Rouillard]

Hi,

We are currently wanting to evaluate the Atlassian cloud offering to migrate there our obsolete versions of JIRA and Confluence.

I created an organisation and tried to add the Jira Software product to it using the name of the company. It told me that the site name was available.

I clicked the "Agree and add" button to continue and it looked like it did nothing. I clicked another time and nothing happened. I clicked "Back" button (which return me to the list of products) and got back to Jira Software product trial start page.

When I tried using the site name, it answered that the site name is taken, so it seems that the "Agree and add" button did in fact trigger the provisionment of the instance.

I found no way to access it (trying to reach it with the URL allows to request access and that does not provide any access to it) and received no notifications about it.

How can I have access to that site?

Thanks,

GR.

[Andy Heinzer]

Hi @Guy Rouillard 

Is the site you are trying to access https://evision-inc.atlassian.net

I took a look at this site and I can see that you are the site-admin of this site, so you should have access to reach the site. I can see that the email address you have used to login here in our Community is the same address that has access to that site.  The only way I would expect you to get that 'request access' page would be if you were logged into a different account that did not have access to the site yet.

Could you try to use an incognito session or private session in your browser to see if you can login to the site in question?  I ask for this troubleshooting step because sometimes your session/cookie can get corrupted and when this happens it's possible for the identity service to mis-identify you.  By using an incognito session, if this works we can more confidently state that the site is working, but the problem is then most likely in your browser's session data.  If that works, then clearing the cookie/cache for any atlassian.net and atlassian.com domain and then attempting to login again at https://id.atlassian.com should resolve the problem.

Try this and let me know the results.

Thanks

Andy

[Guy Rouillard]

The correct site name is "evision" (so it would give evision.atlassian.net).

We have created the "evision-inc" site to be able to continue working while the other name issue is investigated (if it can be solved).

GR.

[Andy Heinzer]

Hi @Guy Rouillard I believe that someone else has already registered the site https://evision.atlassian.net

This explains why you cannot gain access to that site, some one else already controls it.  You are welcome to create a support ticket if you would like us to investigate further. 

I know from past support cases, it is sometimes possible for us to force another site to rename to free up the URL, but that tends to only happen when there is a legal/trademark involved AND the other party does not appear to have a claim to that name as well.  These kinds of cases are evaluated on a case-by-case basis.  I'd recommend creating a support case for it over in https://support.atlassian.com/contact

[Trudy Claspill]

Hello @Guy Rouillard 

If you created the Organization then you should be an Organization Admin.

Can you first navigate to https://admin.atlassian.com and click on the Overview tab? That should show a list of Products installed on Sites under your Organization. Do you see the product listed there?

(Atlassian has made some changes to user management so I'm not sure if what I describe next will match what you see. If it doesn't, please let me know what you see.)

Assuming that you do, next click on the Products tab. That should also show you a list of the Products installed on Sites under your Organization. You should see the Jira Administration product and the Jira product (Software or Work Management or Service Management) that you deployed. Next to each Product should be a link for Manage Product.

Click on the Manage Product link next to the Jira Administration product. That should take you to a page that lists two groups; site-admins and jira-admins-<yourOrg>.

Make sure each group you see there is assigned the Product Admin role. Open each of those groups and confirm that your account is a member of each one.

Back on the Products page, click on the Manage Product link next to your Jira product. Make sure that each group you see on the next page is assigned the User role. Again click on each group you see on the next page and make sure that your account is a member of each one.

Let me know what you find, and if you make the above changes let me know if that resolves your inability to access the Jira application.

[Ste Wright]

Hi @Guy Rouillard 

Have you tried creating it from this page: https://www.atlassian.com/software/jira/pricing

Otherwise (given it now exists), I'd try contacting Atlassian Support for more help. You can contact them from this page: https://support.atlassian.com/contact/#/

Ste