Issue Summary

Atlassian Intelligence is enabled at the organization level and for Jira Service Management in Admin Hub, but in newly created JSM projects the UI still indicates that AI is disabled or unavailable for new users. This happens even though the users have valid JSM agent licenses and appropriate project permissions.

Environment

• Cloud site: mrwhoopie.atlassian.net

• Cloud ID: 034cd424-c520-433e-9d02-0235e5f8d4cf

• Product: Jira Service Management Cloud

• Plan: Trial Premium

• Atlassian Intelligence:

• • Enabled in Admin Hub → Settings → Atlassian Intelligence

• • Jira Service Management shows as Activated

Steps to Reproduce

1. As an org/site admin, go to Admin Hub:
   https://admin.atlassian.com → select the org.
2. Open Settings → Atlassian Intelligence.
3. Enable Atlassian Intelligence for Jira Service Management (if not already enabled). Confirm it shows as Activated.
4. Create a new user and grant:
5. Jira Service Management product access (agent license).
6. Add them to the appropriate default groups used for JSM agents.
7. While logged in as an admin, create a new JSM project (specify if team‑managed or company‑managed).
8. Log in as the new JSM agent user.
9. In that JSM project, go to one or more of:
10. Project settings → AI (if present)
11. Project settings → AI agents / Virtual agent
12. Queues → AI triage
13. Observe the AI status / toggles / configuration UI for this project.

Expected Results

Because Atlassian Intelligence is enabled for JSM at the org level and the user has a JSM agent license and project access:

• AI‑related features (AI agents, AI triage, etc.) should be available in the JSM project.

• AI agents page in Project (Space) settings should:

• • Be visible without error.

• • Correctly reflect the org‑level AI activation state.

Actual Results

In the new JSM project, the AI UI indicates that Atlassian Intelligence is disabled or unavailable, e.g.:

• A banner/message:

• • “To use AI agents, activate Atlassian Intelligence (AI)”

This occurs even though:

• Atlassian Intelligence is enabled for Jira Service Management in Admin Hub and shows as Activated.

• The user has:

• • A valid JSM agent license,

• • Membership in the relevant JSM project role (e.g. Service Desk Team / Administrators).

Impact

• Site admins and project admins cannot reliably enable or use AI features in new JSM projects for new agents.

• There is a confusing mismatch between:

• • Admin Hub (AI enabled for JSM), and

• • Project‑level configuration (AI appears disabled / blocked).

• This blocks rollout of JSM AI features (e.g. AI agents, AI triage) for impacted sites.

Troubleshooting performed

• Admin Hub → Settings → Atlassian Intelligence

• • Confirmed Atlassian Intelligence is enabled.

• • Confirmed Jira Service Management is in the Activated state.

• User access / permissions

• • Verified affected user has a JSM agent license.

• • Verified user is in the JSM project with appropriate role (e.g. Administrator).

Workarounds tried

• Disabled and re‑enabled Atlassian Intelligence for JSM in Admin Hub.

• Logged out and back in as both admin and agent user.

• Tested in an incognito/private browser session.

• In some cases, created an additional new JSM project to see if behavior differs.

The issue persists: new JSM projects for new users still show AI as disabled/unavailable.

 

Workaround

Currently there is no known workaround for this behavior. A workaround will be added here when available