Jira is down

[Sophie Lu]

Our Jira is down, and it cannot find the URL of our organisation. This happened to all my colleagues; please help!

[Martin Runge]

Hi @Sophie Lu

This was the Atlassian incident on 27 August, during which Jira, JSM, and Confluence were unreachable in some regions. It has been resolved since, so your site should load again. The entry is at https://status.atlassian.com

The message is generic on purpose, so it also shows up when the platform itself is having trouble, not just when your site is.

Are you back in?

Cheers,
Martin

[Jills Francis]

Hi @Sophie Lu ,

We experienced the same issue during today's incident, including the Support portal saying that our valid *.atlassian.net URL could not be found.

I actually raised a separate question about this here:
https://community.atlassian.com/forums/Jira-questions/Unable-to-contact-Atlassian-Support-when-Jira-Cloud-was/qaq-p/3281082

I understand the point @Marc -Devoteam- made about support tickets generally requiring admin permissions. However, I don't think that fully explains the behaviour we saw. If the problem is simply that a user doesn't have the required support entitlement, I would expect the portal to clearly tell us that rather than saying it cannot find a valid Cloud URL

Since you have independently encountered the same message while Jira was unavailable, I thought it would be useful to connect the two discussions. It seems like this is worth raising as a usability/escalation issue, particularly during a major Cloud incident.

If you agree that this deserves some clarification from Atlassian, an upvote/like on my question would also help give it some visibility.

Thanks & Regards
Jills

[Marc -Devoteam-]

Hi @Jills Francis 

Then use the the Feedback button within Jira under the Help button (near your avatar in the upper right corner) to provide that suggestion directly to Atlassian.

Upvoting post in reply to a community post will not trigger Atlassian, as this community is a public forum.

[Jills Francis]

Hi @Marc -Devoteam- ,

Thanks for the response! I have submitted the feedback directly to Atlassian as suggested.

I still think keeping the Community discussion open is useful, though, especially since another user independently experienced the same behaviour during the outage. The feedback submission gives Atlassian a direct channel to review it, while the Community Forum discussion can help establish whether this was an isolated experience or something other users encountered as well.

Hopefully, Atlassian can clarify whether this behaviour is expected and whether there is a better escalation path for users during a major Cloud outage.

Thanks & Regards
Jills

[Marc -Devoteam-]

Hi @Sophie Lu 

Welcome to the community.

The platform incident sold be resolved.

 That you get this message raising a support ticket, is based on that you are not an admin in your instance (JIra, User, Product or Organizatoin)

Atlassian validates this on raising tickets, only admins of an instance can raise a support ticket, except if this is free instsance.