Failed to retrieve data in service desk project

[Даниил]

Hello everyone! I can't create new issues from email, though it worked fine two days ago. When i go to page with projects i see warning "Failed to retrieve project data". 

I can see all settings in the project except Email Requests, page doesn't load. 

What should i do? Thanks for answering.

[John Funk · Accepted solution]

Hi @Даниил  - Welcome to the Atlassian Community!

I would go ahead and open a Support Ticket with Atlassian for this one:

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

[Даниил]

Thanks, that's what i'm going to do.

[John Funk]

Please post back here what the solution was so we can close this post out. 

[Larry Wilson]

Yes, I'm having the same issue starting today

[John Funk]

Hey Larry - Welcome!

And you should put in a ticket, too.  :-)

[Larry Wilson]

This was caused by a limitation of the free license.

[John Funk]

Hey @Larry Wilson - thanks for the update - can you describe a little more how the license limited the data or access to the project?

[Даниил]

I haven't got the answer from support yet, but it seems like the count of users for free licence is the count of users on the site of your company. I thought that this is the count of users in service desk project, so decided that it's outer jira problem. 

[John Funk]

That is a really strange message to present for a license issue. But hopefully they will help you get it sorted out. 

[Suzana Fragoso]

I am having the same issue! 

And now, besides not having the queues visualization anymore, the "Jira Service Management" access on the top left menu has a "Try" by its side. 

It was working fine last week, with the same 4 users connected to the project, what can it be?

[John Funk]

Hi @Suzana Fragoso  - you should create a new question for this. But you also need to open a support ticket with Atlassian.

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

[Ignacio Rodriguez]

Hey everybody!! I am having this same issue 1 year later jaja. Does anybody got an answer regarding what could be causing it?

Thanks!! @John Funk 

[John Funk]

Hola Ignacio,

Typically, you get 10 free Jira Software (JSW) users with a Free account. But you only get 3 Service Management (JSD or JSM) licenses. So even if you have only used 5 JSW licenses but all 3 of your JSM licenses you can't add more JSW users - even though you think you have 5 left.

So you have to get rid of one of your JSM licenses (go down to 2) add your JSW users, and then you can go back up to 3 for JSM. 

[Ignacio Rodriguez]

Hey John, thanks for the answer. to be honest the issue "kind of fixed by itself" meaning I I did not fully understood what it was. I really appreciate you answering to my post.