New users cannot integrate Mattermost & Jira “Feature requires an upgrade to Enterprise Edition”

[Kamul29]

Hi everyone, I looked for help on the Mattermost forum, however, I was referred here to verify that this is not a bug because the community believes that this should not occur.

So far, the integration between Mattermost and Jira has worked fine for many years and all current users have been receiving notifications from Jira to Mattermost. Since March 2024, every new employee hasn’t completed the integration during onboarding so we started looking for the cause.

The problem occurs after a new employee chooses “Connect to Jira”

and try to log in to Jira on the displayed popup, but after entering their credentials, there is an error after the loader that lasts several dozen seconds.

“Something’s gone wrong. Our team has been notified. If the problem persists, please contact Atlassian support. Reload page”

In the next step, I contacted Atlassian support and they asked me to capture the HAR trace while reproducing the issue so they could help me diagnose this issue.

After following their instructions, they sent me the following information:

Findings

I observed 403 Forbidden HTTP responses received in the HAR trace and shared log file corresponding to the Request URL: api/v4/trial-license/prev stating that the feature requires an upgrade to Enterprise edition and the service is only available in Mattermost Enterprise edition as depicted below:

Headers:
Request URL: /api/v4/cloud/products/selfhosted
Request Method: GET
Status Code: 400 Bad Request
X-Request-Id: g8k858x4ptf1ifbbcom9hb1awy

Response:
{
“id”: “api.server.cws.needs_enterprise_edition”,
“message”: “Service only available in Mattermost Enterprise edition”,
“detailed_error”: “”,
“request_id”: “g8k858x4ptf1ifbbcom9hb1awy”,
“status_code”: 400
}

Headers:
Request URL: /api/v4/trial-license/prev
Request Method: GET
Status Code: 403 Forbidden
X-Request-Id: 4qbyk1b9h3gjfcyjwh6nmpt4ph Response:

{
“id”: “api.license.upgrade_needed.app_error”,
“message”: “Feature requires an upgrade to Enterprise Edition.”,
“detailed_error”: “”,
“request_id”: “4qbyk1b9h3gjfcyjwh6nmpt4ph”,
“status_code”: 403
}

Please note that this problem only affects new users while all other employees who integrated the tool before them still receive notifications from Jira without a problem and till now, they haven’t received any error message associated with the obligation to upgrade to an Enterprise option.

The strangest thing is that between February and March, nothing has changed in our organization. From what I’ve been informed, we only have one instance therefore it’s strange that for active users the integration works but new users cannot connect these two tools.

[Kshitij-Katiyar]

@Kamul29 Thanks for creating the issue. Can you please provide more information about the environment like the mattermost server version(enterprise or not)(cloud or self-hosted), the jira plugin version, and whether you are using jira cloud or jira datacenter? Apart from that can you please send the mattermost server logs at the time of connecting with the user? As far as my understanding these logs are not related to the jira plugin. So we may need some information forward.