How can I get an incident submitted for my Jira instance that has been out since April 5th 2022

Question

I've been following the outage that has been ongoing since April 5th that's also affecting my organizations Jira Service Management and other Atlassian products.

From the updates I've seen it seems that the issue is being resolved based on open incidents. I would like to make sure an incident is logged for my organization but when I go through the contact support link, I get a message "Sorry, we can't find this Cloud URL"

Can anyone advise how to open a support ticket in my case?

Nic Brough -Adaptavist- · Accepted Answer

Welcome to the Atlassian Community!

They're not being resolved on reports of incidents, they're being resolved on open incidents.  Atlassian knows your site is broken, and have an incident logged for it.

But to get you notified, I've asked Atlassian to get you on the list of people to be updated directly.

Stephen Sifers · Accepted Answer

Hello, We're sorry you've been impacted by this incident. We have sent email communications to all affected customers which provide further details of the incident as well as a link for live status updates. Reach out to us at https://support.atlassian.com/contact if you have any questions or concerns.

Additionally, we’re checking and validating anyone who has posted in Community to report their site has been impacted and we are creating a support request on their behalf. If you’re unsure if an issue has been created for your site we suggest reaching out to your site admins or technical contacts.

Regards,

Stephen Sifers | Product Lead, Community

Shane Doerksen_giyk53 · Accepted Answer

Hi @Andrew . Atlassian has said in other threads about this outage that customers can create support tickets for billing problems (which won't require the cloud URL) and then they will transfer the ticket to the correct team internally.

We have customer instances that have been down since April 5th as well. So far, Atlassian has not given any kind of estimated time to repair.

The fact that they don't have an ETA after 4 days of investigation is more than a little bit concerning, but that is the situation.

Their community support team has also been creating support requests from monitoring the forums, so hopefully they have done that for you as well.

I wish I had more information for you. All I can really say is that you're not alone. There are a lot of Atlassian customers in exactly the same situation as you, so hopefully we can all get a resolution soon.