Adding Statuspage to an Atlassian Cloud Site results in an error

Issue Summary

When adding Statuspage to Atlassian cloud sites, it results in an error in certain cases.

Update: This also affects Bitbucket Cloud.

Steps to Reproduce

1. Go to admin hub (admin.atlassian.com) on an existing Atlassian cloud site with other cloud products
2. Navigate to Products tab -> Add Product, and select the existing site
3. Select "Try it now" for Statuspage to add the product to the site

Expected Results

The statuspage product should be added to the site.

Actual Results

In certain cases, an error is returned indicating that the Statuspage product could not be added to the site

We can't fulfill your request right now. This product is temporarily unavailable for your site.

Workaround

The cause of this has been identified, and it is a side-effect of being on our newest billing platform which is meant to offer an improved billing and subscription service based on feedback from our Customers. Our Engineering teams are working on resolving the issue where Statuspage (and Bitbucket) products cannot be added to specific Atlassian sites that use our newest billing platform. The effort to remedy this bug is not insignificant as it is tied in with additional functionality we have included, and as a result, we do not have a short-term date for the resolution at this time.

Our teams have developed a process that allows us to revert some of our Customers from our new Atlassian billing engine to our previous billing engine. While there is no visible UI impact to you, our Customers for this change, the reduced functionality in the previous billing engine version introduces a set of eligibility criteria for this process which our Customer Advocate team will need to verify with you before they can confirm and initiate this process.

Alternatively (and as a fallback should your site have enabled features that make it not viable for the revert process), our recommended workaround is that you create a second Atlassian site with the statuspage product. You would go in via admin.atlassian.com, select your Organization, and then from the Products menu choose Add Product, and in that dialog select the New Site option, rather than one of your existing sites. There is no additional cost for this activity.

We can understand that this is some additional overhead you did not want, but there are some advantages to running your Statuspage in a second site.

1. Statuspage is quite strict on its licensing and will strictly enforce the team member limits in your Atlassian site, stopping you from adding people to a group if that group has access to Statuspage and your license count has been reached. We often see people unable to add extra site-admins as that group has been given access to the Statuspage product and the license limit reached.

2. Trusted Users have, by design, access to all products, and if you have Trusted users in your site they will consume a Statuspage license as intended. Some of our customers use Trusted users for their Confluence & Jira products, and are surprised to find they also consume Statuspage Licenses.

3. Traditionally, the administrators for Jira/Confluence are often a different set of people from those who are responsible for the updating of information on a public facing Statuspage (IT admins vs Communication and Escalation Managers), and by having two sites this allows a logical separation of duties for administering each product.

Should you encounter this error while trying to add Statuspage to your site, please let us know if you would like to explore the option of reverting the billing engine your site uses, or if you'd like some guidance in setting up our Statuspage product on a new site. If you don't have an active Support ticket, we would ask that you raise a new ticket with Support so we can provide a personalised response and service for you.