Error Activating Atlassian Intelligence in Jira Cloud: Unable to Enable AI
Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.
Summary
When trying to enable AI for Jira Cloud, the following error message appears:
"We're unable to activate AI for selected products. Try again. If this keeps happening, contact support."
500 error in browser development tools or HAR file
If you open your browser's development tools and check the Network tab, you may find a 500 internal server error, similar to the following:
Request URL:https://admin.atlassian.com/gateway/api/admin/v1/orgs/<org_id>/policiesRequest
Method:POST
Status Code:500 Internal Server ErrorSolution
Disable and re-enable AI for affected apps
It's possible for the admin portal to have a "stale" entry for Atlassian apps that already have AI enabled. When that happens, they're still listed in the Admin portal as if they can have AI enabled, but actually trying to will result in the error seen here.
To correct the behavior, simply remove and re-enable AI for any affected apps.
Go to Atlassian Administration
Select your organization if you have more than one
Select Settings > Atlassian Intelligence
You’ll see a table with apps that already have AI activated
Select Remove for the affected apps
Return to the previous screen and choose Select apps to activate
Select the apps in which you want to activate AI
Select Next
Review your selection
Select Activate to confirm
Jira will no longer be selectable to activate AI on, which will prevent any further errors.
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