Is there an Atlassian Support outage?
Atlassian Support status: Systems Active
Last checked: 11 minutes ago
Get notified about any outages, downtime or incidents for Atlassian Support and 1800+ other cloud vendors. Monitor 10 companies, for free.
Last checked: 11 minutes ago
Get notified about any outages, downtime or incidents for Atlassian Support and 1800+ other cloud vendors. Monitor 10 companies, for free.
Outage and incident data over the last 30 days for Atlassian Support.
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| Component | Status |
|---|---|
| API Docs | Active |
| Blogs | Active |
| Careers | Active |
| Community | Active |
| Content Delivery | Active |
| Downloads Access | Active |
| Knowledge Base | Active |
| Preferences Center | Active |
| Public Issues Tracker | Active |
| Search | Active |
| Support Portal | Active |
| Ticketing | Active |
| Training | Active |
View the latest incidents for Atlassian Support and check for official updates:
Description: ### Summary Between April 05 at 21:22 and April 6, 2024, at 00:21 UTC, some Atlassian customers were unable to submit support tickets via the Atlassian Support portal. The event was triggered by a failure release of a route configuration for a support form backend service. The changes included a redirection of an API route in a resource file. The incident was detected within one minute by a customer and mitigated by rolling back the configuration change which put Atlassian Support form system into a known good state. The total time to resolution was about three hours and 21 minutes. ### **IMPACT** The overall impact was between April 05 at 21:22 and April 6, 2024, at 00:21 UTC on the Atlassian support portal. The Incident caused service disruption to some customers where they attempted to submit a support case through the online portal. ### **ROOT CAUSE** The issue was caused by a change to a support form backend service resource file. As a result, the support site could not make online support ticket requests, and the users received support form connectivity errors when attempting to submit the form as well as a banner notification alerting to the system issue. ### **REMEDIAL ACTIONS PLAN & NEXT STEPS** We know that outages impact your productivity. While we have a number of testing and preventative processes in place, this specific issue wasn’t identified because the change was related to a very specific service descriptor file change that was not covered by our automated continuous deployment suites and tests. We are prioritizing the following improvement actions to avoid repeating this type of incident: * Create additional route configuration automated testing and monitoring * Consider adding deployment / region specific configuration controls to APIs * Create additional endpoint PDV \(post-deployment verification\) monitors for system health * Updates to hot fix deployment pipeline processes to support incident remediation We apologize to customers who were impacted during this incident; we are taking immediate steps to improve the Atlassian Support portal availability. Thanks, Atlassian Customer Support
Status: Postmortem
Impact: Critical | Started At: April 5, 2024, 9:22 p.m.
Description: Between 4:30AM UTC to 6:00AM UTC, we experienced issues for users attempting to login for Atlassian Support, Confluence, Jira Work Management, Jira Service Management, Jira Software, Opsgenie, Trello, Jira Product Discovery, Compass, and Atlassian Analytics. The issue has been resolved and the service is operating normally.
Status: Resolved
Impact: None | Started At: Aug. 30, 2023, 5:19 a.m.
Description: ### **SUMMARY** We understand the importance of providing reliable and consistent service to our valued customers. On July 6, 2023, from 03:52 to 15:11 UTC, we experienced an issue with an upgraded version of a third-party tool that functions as our internal artifact management system. Despite our monitoring system identifying the incident within two minutes, this issue led to the degradation of the scaling capabilities of our internal hosting platform, resulting in service degradation or outages for customers of Atlassian cloud. In response to this situation, we are taking immediate measures to enhance the stability of our system and prevent similar issues from re-occurring. ### **IMPACT** This incident affected multiple regions and products due to the diminished scaling capabilities of our internal hosting platform. In most products and offerings, customers faced reduced functionality, slower response times, and limited access to specific features. ### **ROOT CAUSE** The root cause of the incident was the introduction of new functionality in a third-party tool that functions as our internal artifact management system. It led to an unexpected increase in the load on the primary database of the artifact system. Upon identifying and localizing the problem, we promptly adjusted the system configuration to regain stability. ### **REMEDIAL ACTIONS PLAN & NEXT STEPS** Over the next months, we will enact a temporary freeze on non-critical upgrades of the artifact management system, and we will focus our efforts on three high-priority initiatives: 1. **Enhancing system scaling:** We prioritized work ensuring that downtime in a critical infrastructure component does not affect the scaling of other components. We expect to complete this initiative within the next two months. 2. **Reducing interdependencies:** We are working to mitigate the risk of potential cascading failures by ensuring that significant system components are able to operate independently in the case of issues. Initiatives 1 and 2 are already in progress but have been given priority to be completed as soon as possible. 3. **Strengthening testing procedures:** Alongside these initiatives, we are addressing the need for even more stringent testing procedures than we already have in place to prevent potential issues in future updates. We are committed to collaborating closely with our technology partners to ensure the most optimal experience for our customers. We apologize for any inconvenience caused by this incident and appreciate your understanding. Our team is dedicated to continually improving our systems and processes to provide you with the exceptional service you deserve. Thank you for your continued support and trust in us. Sincerely, Atlassian Customer Support
Status: Postmortem
Impact: None | Started At: July 6, 2023, 11:18 a.m.
Description: Between 07:31 UTC to 12:32 UTC, we experienced errors during login for Atlassian Support, Confluence, Jira Work Management, Jira Service Management, Jira Software, Opsgenie, Trello, Atlassian Bitbucket, Atlassian Access, Jira Product Discovery, Compass, and Atlassian Analytics. The issue has been resolved and the service is operating normally.
Status: Resolved
Impact: Minor | Started At: July 6, 2023, 9:34 a.m.
Description: ### **SUMMARY** On May 15, 2023, between 02:36 and 04:08 UTC, Atlassian customers using Bitbucket, Confluence, Jira Align, Jira Service Management, Jira Software, Jira Work Management, Jira Product Discovery, and Atlas products with services hosted in the us-west-1 region were impacted by an incident related to the storing and retrieval of data assets, including media, attachments and build artifacts. The event was triggered by a network migration of an internal service as part of an initiative to increase security by hardening partitions between network segments. The incident was detected within three minutes by automated monitoring and mitigated by a rollback of the change which put Atlassian systems into a known good state. The total time to resolution was about one hour and 32 minutes. ### **IMPACT** The impact across products was: * Bitbucket - Bitbucket Pipelines self-hosted builds were failing, access to Git LFS failed and cloud-hosted builds were delayed. * Confluence, Jira Align, Jira Service Management, Jira Software, Jira Work Management, Jira Product Discovery, and Atlas - media capabilities \(images, videos, documents, audio\) were affected and it was not possible to upload, download or view existing media attachments or files. The service disruption lasted for one hour and 32 minutes between May 15, 2023, 02:36 and May 15, 2023, 04:08 UTC and caused service disruption to customers with services hosted in the us-west-1 region. ### **ROOT CAUSE** The issue was caused by an attempted migration of a service to a new network segment. As part of this migration, a DNS record pointing to the old network segment was not updated, which resulted in failure when the old network stack was removed. While we have a number of testing and preventative processes in place, this specific issue wasn’t identified as moving services across network segments is not a regular activity and is difficult to accurately replicate in a test environment. To mitigate against these types of issues, we made this change using blue/green deployment practices but failed to run adequate verification steps before decommissioning the old stack. ### **REMEDIAL ACTIONS PLAN & NEXT STEPS** We are prioritizing the following improvement actions to avoid repeating this type of incident: * Reviewing our systems that decommission service stacks and implementing checks that customer traffic is no longer being served prior to decommissioning the stacks; and * As part of our service network migration process, we are adding steps to identify when there are associated DNS records that require attention. We apologize to customers whose services were impacted during this incident; we are taking immediate steps to improve the platform’s performance and availability. Thanks, Atlassian Customer Support
Status: Postmortem
Impact: Critical | Started At: May 15, 2023, 3:39 a.m.
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