FAQ

For trial and pricing information, please see our Atlassian Marketplace listing. Please note that apps are based on number of users and not agents, which means that for a JSM set up the price might vary.

All Refined sales are handled via Atlassian Marketplace. You can pay or get a quote directly through your my.atlassian.com account.

The Atlassian license tier determines the Refined license type you need. For example, if you want to install Refined for Jira Service Management (JSM) with a 100 user Jira license, then you need to purchase a 100 user license of Refined for JSM. The right tier is selected automatically in the Atlassian Marketplace. 

The license system is built by Atlassian. They give the following answer:

"Marketplace app customers can get developer licenses for apps just as they can for host Atlassian products. Developer licenses are intended for staging or development environments only. Customers who have purchased Marketplace apps can get developer licenses by clicking the View Developer License link from their license page on my.atlassian.com.

The license types between the app and host application must match. That is, an app with a developer license only works in a host application that also has a developer license. The same applies to production licenses—a host application with a production license only takes apps that also have production licenses. If an app license type doesn't match its host application, the Universal Plugin Manager reports a license error status of Incompatible with product license (wrong type) for that app.”

Read more: How to create developer licenses

You can evaluate Refined apps from the Marketplace for a longer time if needed. Atlassian manages licenses and trial extensions of Marketplace apps. Log into your my.atlassian.com account and extend the trial period. You can extend the trial up to 180 days (6x 30 days), read more on our Marketplace listing.

If a project is missing from the Site Builder, the most probable cause is that you're not an administrator of that project. Check the project permissions to make sure you're an administrator.

Jira Service Management Server/DC works with both standalone Jira Core/Software instances, as well as with Jira Service Management.

If you’ve been using Refined with Jira Core/Software and then install Jira Service Management, you need re-install the Refined app. Your previous data is retained and the reinstall will allow the app to properly prepare all the needed resources. In some cases you might need to restart Jira.

Sometimes when Jira starts up, the resources needed for Refined app to enable haven't been loaded yet. In these situations Refined remains disabled. In most cases restarting Jira will solve the issue.

This issue can happen due to migration or URL issues:

Migration
You have migrated from one server to another and the Refined folder was not moved correctly which means the images in the folder will not show up.

1. Make sure you have moved the Refined folder in Jira home.

2. Make sure that the Jira user has access to that folder on the server.

Base URL
You have changed base URL and need to resave the theme.

1. Make sure the base URL is set to the URL from which you are accessing your instance. Read Atlassian’s article about Configuring the Base URL.

2. Resave the theme: Go to Refined Administration > Themes > Hover the theme and click edit.

3. Without making any changes, click save.