Time: Feb. 29, 2024, 2:53 a.m.

Status: Resolved

Update: Between 28th Feb 2024 23:15 UTC to 29th Feb 2024 00:05 UTC, we experienced issue with new product purchasing for all products. All new sign up products have been successfully provision and confirmed issue has been resolved and the service is operating normally.

Time: Feb. 29, 2024, 1:27 a.m.

Status: Investigating

Update: We are investigating an issue with new product purchasing that is impacting for all products. Customers adding new cloud products may have experienced a long waiting page or an error page after attempting to add a product. We have mitigated the root cause and are working to resolve impact for customers who attempted to add a product during the impact period. We will provide more details within the next hour.

Time: Feb. 29, 2024, 2:53 a.m.

Status: Resolved

Update: Between 28th Feb 2024 23:15 UTC to 29th Feb 2024 00:05 UTC, we experienced issue with new product purchasing for all products. All new sign up products have been successfully provision and confirmed issue has been resolved and the service is operating normally.

Time: Feb. 29, 2024, 1:27 a.m.

Status: Investigating

Update: We are investigating an issue with new product purchasing that is impacting for all products. Customers adding new cloud products may have experienced a long waiting page or an error page after attempting to add a product. We have mitigated the root cause and are working to resolve impact for customers who attempted to add a product during the impact period. We will provide more details within the next hour.

Time: Feb. 28, 2024, 5:17 p.m.

Status: Resolved

Update: On 28th Feb between 12:15 UTC and 15:20 UTC Connect apps were unable to perform user-impersonation operations and failed to execute. This had a widespread impact on all product extensions based on the Connect platform resulting in failure when performing actions on behalf of a user. Jira Cloud Automation rules that triggered during the outage may have failed to run. Those rules will not be able to be replayed by customers or Atlassian. Our support engineers have details regarding which customers and automation rules that were impacted. However, support engineers will not be able to replay the failed automation rules. We have identified the root cause of the fault and have resolved it by scaling up the infrastructure. The incident is now resolved. If you have questions or require support - please reach out at https://support.atlassian.com/contact/. We apologise to all of our developers, customers and users who were impacted during this time. We will release a public incident review (PIR) here in the upcoming weeks. We will detail all that we can about what caused the issue, and what we are doing to prevent it from happening again.

Time: Feb. 28, 2024, 4:25 p.m.

Status: Identified

Update: Starting from 13:15 UTC, Automation and Connect Apps affecting certain cloud products We have scaled up the underlying services and we're seeing an improvement in response times and success rates. We continue to investigate the root cause and will provide the next update by 18:00 UTC.

Time: Feb. 28, 2024, 3:12 p.m.

Status: Investigating

Update: We continue to investigate the issue with the Automation and Connect Apps affecting certain cloud products. We are actively working to resolve this issue as quickly as possible.

Time: Feb. 28, 2024, 1:44 p.m.

Status: Investigating

Update: We are investigating an issue with Automation and Connect Apps that is impacting some Cloud products. We will provide more details within the next hour.

Time: Feb. 28, 2024, 5:17 p.m.

Status: Resolved

Update: On 28th Feb between 12:15 UTC and 15:20 UTC Connect apps were unable to perform user-impersonation operations and failed to execute. This had a widespread impact on all product extensions based on the Connect platform resulting in failure when performing actions on behalf of a user. Jira Cloud Automation rules that triggered during the outage may have failed to run. Those rules will not be able to be replayed by customers or Atlassian. Our support engineers have details regarding which customers and automation rules that were impacted. However, support engineers will not be able to replay the failed automation rules. We have identified the root cause of the fault and have resolved it by scaling up the infrastructure. The incident is now resolved. If you have questions or require support - please reach out at https://support.atlassian.com/contact/. We apologise to all of our developers, customers and users who were impacted during this time. We will release a public incident review (PIR) here in the upcoming weeks. We will detail all that we can about what caused the issue, and what we are doing to prevent it from happening again.

Time: Feb. 28, 2024, 4:25 p.m.

Status: Identified

Update: Starting from 13:15 UTC, Automation and Connect Apps affecting certain cloud products We have scaled up the underlying services and we're seeing an improvement in response times and success rates. We continue to investigate the root cause and will provide the next update by 18:00 UTC.

Time: Feb. 28, 2024, 3:12 p.m.

Status: Investigating

Update: We continue to investigate the issue with the Automation and Connect Apps affecting certain cloud products. We are actively working to resolve this issue as quickly as possible.

Time: Feb. 28, 2024, 1:44 p.m.

Status: Investigating

Update: We are investigating an issue with Automation and Connect Apps that is impacting some Cloud products. We will provide more details within the next hour.

Time: Feb. 27, 2024, 5:44 a.m.

Status: Postmortem

Update: ### **Summary** On February 14, 2024, between 20:05 UTC and 23:03 UTC, Atlassian customers on the following cloud products encountered a service disruption: Access, Atlas, Atlassian Analytics, Bitbucket, Compass, Confluence, Ecosystem apps, Jira Service Management, Jira Software, Jira Work Management, Jira Product Discovery, Opsgenie, StatusPage, and Trello. As part of a security and compliance uplift, we had scheduled the deletion of unused and legacy domain names used for internal service-to-service connections. Active domain names were incorrectly deleted during this event. This impacted all cloud customers across all regions. The issue was identified and resolved through the rollback of the faulty deployment to restore the domain names and Atlassian systems to a stable state. The time to resolution was two hours and 58 minutes. ### **IMPACT** External customers started reporting issues with Atlassian cloud products at 20:52 UTC. The impact of the failed change led to performance degradation or in some cases, complete service disruption. Symptoms experienced by end-users were unsuccessful page loads and/or failed interactions with our cloud products. ### **ROOT CAUSE** As part of a security and compliance uplift, we had scheduled the deletion of unused and legacy domain names that were being used for internal service-to-service connections. Active domain names were incorrectly deleted during this operation. ### **REMEDIAL ACTIONS PLAN & NEXT STEPS** We know that outages impact your productivity. The detection was delayed because existing testing & monitoring focused on service health rather than the entire system’s availability. To prevent a recurrence of this type of incident, we are implementing the following improvement measures: * Canary checks to monitor the entire system availability. * Faster rollback procedures for this type of service impact. * Stricter change control procedures for infrastructure modifications. * Migration of all DNS records to centralised management and stricter access controls on modification to DNS records. 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

Time: Feb. 14, 2024, 11:32 p.m.

Status: Resolved

Update: We experienced increased errors on Confluence, Jira Work Management, Jira Service Management, Jira Software, Opsgenie, Trello, Atlassian Bitbucket, Atlassian Access, Jira Align, Jira Product Discovery, Atlas, Compass, and Atlassian Analytics. The issue has been resolved and the services are operating normally.

Time: Feb. 14, 2024, 10:55 p.m.

Status: Monitoring

Update: We have identified the root cause of the Service Disruptions affecting all Atlassian products and have mitigated the problem. We are now monitoring this closely.

Time: Feb. 14, 2024, 10:31 p.m.

Status: Identified

Update: We have identified the root cause of the increased errors and have mitigated the problem. We continue to work on resolving the issue and monitoring this closely.

Time: Feb. 14, 2024, 9:57 p.m.

Status: Investigating

Update: We are investigating reports of intermittent errors for all Cloud Customers across all Atlassian products. We will provide more details once we identify the root cause.