Activating license between Production and Test environments

[Weston Rossborough]

Hello,

We have both a Production and Test environment for Service Desk on our network. We activated JIRA Workflow Toolbox and applied the developer license to both environments. The license status in Production reads as being valid, however In Test our environment the status reads as "Incompatible with product license (wrong type)". It looks like this is caused by the License SEN being different between both environments.

Production:

Test

What can we do on our end to resolve this?

[Fidel Castro Armario]

Maybe you have a production JIRA license in your test environment. You should also have installed a JIRA test license in your test environment.

The type of JIRA license installed is how JIRA knows whether an environment is for testing or for production.

[Weston Rossborough]

Are you referring to a production JIRA license for the add-on or for the entire JIRA instance? I would have to confirm that.

[Fidel Castro Armario]

When I'm saying "JIRA license" I mean the license for JIRA instance, not for JWT.

[Weston Rossborough]

Alright, I did confirm that we are using a JIRA Test License in our Test environment.

We don't have this issue for other add-ons in our Test environment. It seems like this is caused by the License SEN for the add-on being different between our Test and Production environment. Isn't the License SEN attached to the license key that is applied?

[Fidel Castro Armario]

Can we have a screen-share through Skype? i would like to see the problem in direct. My Skype user is fidel100r.

[Matt Deroller]

Hello, please see images I attached.

1. When we purchased your add-on we received a new SEN.
2. This SEN is different than the one we have been using in development.
3. When we apply the development license, it complains "Incompatible with product license (wrong type)"

Please see the screens I attached. The development license appears to be correct. Could it be because the SEN is different?

[Fidel Castro Armario]

Matt,

I must confess that I'm completely lost with this issue. It seems that the generated developer license doesn't much the type of license. It might be related with the fact that your license is academic, but it doesn't make much sense, since there are over a hundred of other academic licenses which haven't reported any problem.

I'm going to open a ticket at Atlasssian support on this.

BTW, I have a question for you. You said: "We activated JIRA Workflow Toolbox and applied the developer license to both environments."

A developer license will not work on a production environment, unless you also have installed a developer JIRA license in production environment. Can you, please, explain this?

[Matt Deroller]

Hi, I think Weston misspoke. We applied the production license to production and the devlopment to test. Could it be the SEN is different on development, which is causing this? You'd know better than me.

[Fidel Castro Armario]

The problem is not the different SENs. A developer license has always a different SEN number, and also begins with L, like trial licenses.

[Fidel Castro Armario]

Hi Matt,

These are fragments of Atlassian's official documentation on license checking:

1. The license types between the add-on and host application must match. That is, an add-on with a developer license only works in a host application that also has a developer license.

2. A license is invalid if its type (commercial, developer, academic, etc.) is incompatible with the type of the application license: If the application license is developer, all plugin license types are compatible.

The only explanation I can find to your problem is that you don't have installed a developer license in your JIRA test environment. Please, excuse me, but I would like to see a screenshot of the JIRA license you have installed in your JIRA test environment.

[Matt Deroller]

That was it. Our Service Desk development environment was using the production license. When the environment was refreshed from production the license wasn't updated. I pasted the development license and now the add-ons aren't complaining.

[Fidel Castro Armario]

Great! Then I close the issue.