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  1. Admin Experience
  2. AX-190

Unable to add Trusted users as Deleted Atlassian Product Continues to Appear on 'Invite Users' Page

    • Severity 3 - Minor

      Issue Summary

      When an Org Admin invites a Trusted user, all Atlassian products on the 'Invite Users' page are greyed out by default, as the trusted user receives a license for all products.

      However, if a specific Atlassian product has been deleted (e.g., a free plan of JPD with a maximum limit of three users), it continues to appear on the 'Invite Users' page.

      This causes a discrepancy when an Org Admin tries to invite another trusted user. The system incorrectly displays the deleted product and triggers a 'maximum limit reached' error, despite the product no longer being part of the Org's billing.

      Steps to Reproduce

      1. Go to admin.atlassian.com. Select the organization.
      2. Select Products > Add product > Select JPD and start a free trial.
      3. Go back to Select Products > Select the site (xyz.atlassian.net) from the left panel.
      4. Click on Invite users and invite three users as a Trusted user.
      5. Now, go to Billing > Select Manage for JPD.
      6. This will take you to the Subscription details page for JPD. Click on three dots (...) on top > Cancel subscription (The product will be seen as deactivated under the Products section).
      7. After the subscription is cancelled, try inviting a fourth user as a Trusted user.

      Expected Results

      • The trusted user should successfully be invited to the Org.

      Actual Results

      • The trusted user is not invited to the Org. The system incorrectly displays the deleted product and triggers a 'maximum limit reached' error, despite the product no longer being part of the Org's billing.

      Workaround

      Remove the users earlier added in JPD to reduce the count to zero. This will help in inviting new trusted users. However, it again depends on the maximum limit of the deleted Atlassian product.

            [AX-190] Unable to add Trusted users as Deleted Atlassian Product Continues to Appear on 'Invite Users' Page

            Rodrigo B. made changes -
            Component/s Original: User Management Public APIs [ 56701 ]
            Component/s New: Directory - User Management REST API [ 80166 ]
            Key Original: ID-8689 New: AX-190
            Support reference count Original: 1
            Symptom Severity Original: Severity 2 - Major [ 14431 ] New: Severity 3 - Minor [ 14432 ]
            Was this caused by a recent change? Original: No [ 19032 ]
            Project Original: Identity [ 16810 ] New: Admin Experience [ 24210 ]
            Kat N made changes -
            Resolution New: Timed out [ 10 ]
            Status Original: Long Term Backlog [ 12073 ] New: Closed [ 6 ]

            Kat N added a comment -
            Atlassian Update - Jun 17, 2025

            Hi everyone,

            Thank you for previously raising this bug and bringing it to our attention.

            We are closing this issue as "Timed Out" due to low engagement, but if you feel this bug is still impacting your team, please let us know by commenting back on this issue for us to review.

            Thank you again for providing valuable feedback to our team!
            Atlassian Cloud team

            Kat N added a comment - Atlassian Update - Jun 17, 2025 Hi everyone, Thank you for previously raising this bug and bringing it to our attention. We are closing this issue as "Timed Out" due to low engagement, but if you feel this bug is still impacting your team, please let us know by commenting back on this issue for us to review. Thank you again for providing valuable feedback to our team! Atlassian Cloud team
            Geoff made changes -
            Component/s Original: Directory - Manage product access [ 48696 ]
            Component/s New: User Management Public APIs [ 56701 ]
            fabs (Inactive) made changes -
            Remote Link Original: This issue links to "UAM-1860 (Jira)" [ 945427 ] New: This issue links to "UAM-1860 (Hello Jira)" [ 945427 ]
            fabs (Inactive) made changes -
            Remote Link New: This issue links to "UAM-1860 (Jira)" [ 945427 ]
            fabs (Inactive) made changes -
            Remote Link New: This issue links to "UAM-1811 (Hello Jira)" [ 945202 ]
            fabs (Inactive) made changes -
            Remote Link New: This issue links to "METRO-2385 (Hello Jira)" [ 945201 ]
            Kat N made changes -
            Priority Original: High [ 2 ] New: Low [ 4 ]
            Matthew Hunter made changes -
            Labels New: RIBS-SHORT

              Unassigned Unassigned
              6b2285b46f2d Sneha Srivastava
              Affected customers:
              0 This affects my team
              Watchers:
              2 Start watching this issue

                Created:
                Updated:
                Resolved: