User Problem

When attempting to deactivate a Confluence/Jira Cloud sandbox instance, the process can fail if a trial app is installed and has entered the PRE-DUNNING state (i.e., the trial has expired, but the app has not yet been entirely removed). Currently, users can't manually remove such apps until the trial period fully expires, which creates unnecessary delays and bottlenecks—especially during time-sensitive activities such as migrations. This forces users to create support tickets to resolve the issue, adding further friction and overhead.

Suggested Solutions

• Update the sandbox deactivation process to automatically remove any trial apps (regardless of their state) when the deactivate command is initiated, ensuring the sandbox can be deleted without manual intervention.
• Provide administrators with the ability to forcibly remove trial or expired apps from sandboxes at any time, bypassing the PRE-DUNNING restriction.
• Implement clearer messaging and automated workflows to handle app removal as part of the sandbox deletion process, reducing the need for support tickets.

Current Workarounds

• Users must wait until the trial period of the app expires before being able to remove the app and proceed with sandbox deactivation.
• If the app can't be removed manually, users are required to contact Atlassian Support to request intervention and complete the sandbox deletion process. This is time-consuming and not scalable for frequent or large-scale migrations.