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  1. Commerce
  2. COMMERCE-57

License downgrade can cause sandbox to be deactivated

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    • Severity 3 - Minor

      Issue Summary

      When downgrading a product license from Enterprise to Premium, any existing sandboxes will be deactivated.

      Steps to Reproduce

      1. While on an Enterprise plan, create a sandbox.
      2. At any point the subscription is downgraded to Premium. This can also happen if the sandbox was created while on an Enterprise trial.

      Expected Results

      Despite the downgrade, the sandbox should still be functional as both Enterprise and Premium subscriptions are entitled to sandboxes.

      Actual Results

      The sandbox will be deactivated and you will be unable to restore it from the admin page, getting the error below:

      Request URL: https://admin.atlassian.com/gateway/api/sandbox/8de19c8c-2f65-4e70-977e-88d8541cc8e3/restore?orgId=2ba6b374-9c81-49ad-a223-272dead0044c
Full response: 500 Internal Server Error

      Workaround

      Currently there is no known workaround for this behavior. If having this issue, please get in touch with our technical support.

            [COMMERCE-57] License downgrade can cause sandbox to be deactivated

            Prashanth Venkatesan added a comment -

            When enterprise sweep-out cases, sandboxes will get deleted. This is because enterprise sandboxes can be multiple, so systematically it's not feasible to amend one of the enterprise sandbox to premium sandbox.

            However, after cancelation, we can reactivate sandboxes with premium-sandbox offering in advocate central. Or raise CCPS ticket to place these reactivation orders from backend.

            Since there is no activity in this thread, I assume issue is resolve atm. I would resolve this ticket, please feel free to reopen if necessary.

            Prashanth Venkatesan added a comment - When enterprise sweep-out cases, sandboxes will get deleted. This is because enterprise sandboxes can be multiple, so systematically it's not feasible to amend one of the enterprise sandbox to premium sandbox. However, after cancelation, we can reactivate sandboxes with premium-sandbox offering in advocate central. Or raise CCPS ticket to place these reactivation orders from backend. Since there is no activity in this thread, I assume issue is resolve atm. I would resolve this ticket, please feel free to reopen if necessary.

            Abhishyam Chennayipalem added a comment -

            There are similar issue happend with other customers. I see the oms team had resolved it. Started a thread with them here: https://atlassian.slack.com/archives/C016U73MTC1/p1742718115330009

            Abhishyam Chennayipalem added a comment - There are similar issue happend with other customers. I see the oms team had resolved it. Started a thread with them here: https://atlassian.slack.com/archives/C016U73MTC1/p1742718115330009

              Unassigned Unassigned
              78ee2189c745 Helissa Boeing
              Affected customers:
              1 This affects my team
              Watchers:
              7 Start watching this issue

                Created:
                Updated:
                Resolved: