This issue is caused by configuring permissions in Atlas CRM with groups that include capital letters. For example if you've restricted access to Atlas CRM to users of the group: "Test Atlas CRM" those users will not be able to see the Atlas CRM menu in Confluence.

We recommend that group names are written in lower case with hyphens which is also the best practice according to Atlassian. Instead of "Test Atlas CRM" you would have "test-atlas-crm". Not including capital letters in group names also avoids this issue.

We've reported our findings in the ticket https://jira.atlassian.com/browse/CONFCLOUD-67528. We're resolving this incident because it is now tracked in the aforementioned ticket.

The issue is now tracked publicly here: https://jira.atlassian.com/browse/CONFCLOUD-67528

We're still waiting for a response on our DEVHELP service desk ticket. We'll update this incident when there are updates.

Some Confluence users may notice that the Atlas CRM menu item is not visible. There is an issue with the way app permissions are handled by Confluence. We've contacted Atlassian developer service desk in issue DEVHELP-3295. This issue is not public and there is no public-facing issue yet, but we'll update this incident when there are updates on that ticket.

Customers who have Atlas CRM for Jira installed can still access Atlas CRM through the menu item in Jira or with a direct link to Atlas CRM. Your Atlas CRM direct link will be "https://acme.atlascrm.cloud" if your instance is hosted on "acme.atlassian.net".

Contact support if you need help accessing your Atlas CRM instance or if you have any other questions: https://avisi-support.atlassian.net/servicedesk/customer/portal/10.