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Undisclosed / Delayed Disclosure Incidents ?

Jason Cole_qf1v7p

Interested in the shared experience related to undisclosed or delayed disclosure Atlassian Cloud incidents that have occurred in the past.

Our organization relies on our vendor partners to be forthcoming with any operational incidents so that we can communicate efficiently to our internal customers about potential degradation and impacts. We hold ourselves to these same standards commercially, and there is a growing concern that we are observing some softening of the enforcement of these standards.

Comments

Leonard Hussey

My company relies on Jira Service Management for ITSM for our customers. It is deeply integrated to all our incident handling flows. We heavily depend on Automations to streamline our processes and avoid any non-effective time that would be used by our engineers for manually wrangling tickets around, etc.

We've noticed several instances where there are impacts to automations: delays, plainly no working.

Our first step is to check if there is any reported issue in Atlassian status page. Next step is to monitor for ~15 min as we see sometimes automations "suffer" a temporary impact when some cloud push (as we gather is the case) is taking place.

After that: we start actively monitoring and doing things by hand.

More often than not I find there is an issue in the services and status page shows nothing until at least 30 min later. Eventually I've raised a ticket reporting the issue when we are hardly hit... just to be told "yes, we're facing an incident" and still nothing is visible in the status page.

Quite baffling for me. if the Status page were updated as soon as the issue is found, then:

- wouldn't atlassian save time with their support team?

- I would DEFINITELY save MY time (and some frustration at being told "yes, we know" but having to ask to be told).

... so, due to this, I'm maybe reporting 10% of the incidents as I know eventually will be ack'd as an incident...

I just wonder whether Atlassian is actively monitoring? or whether it is waiting for incident reports to take a look? or, actively monitoring and working on resolution, but waiting for a report to acknowledge the incident?

my 2 cents.

Marquita

i've noticed this, too.

Rune Rasmussen

I recently had a support ticket where the final conclusion was that it was caused by an internal incident.

We were having several hours delay in automation triggered by changes to Assets Objects.

Never saw any notifications about that.

That is the only instance I am aware of having experienced since 2019.

Shawn Stevens

Had similar experiences to others on this thread. We have had 3 Major Automations issues in the last 6 months. The status page took a long time to even show that there was an issue as Leonard mentioned.

The other thing I found interesting was that we discovered an issue, reported to Atlassian, and because it didn't impact enough customers it was never raised to an Incident in status page. I even asked Atlassian why. If I can find their response I will post it here.

Rick Westbrock

That is really unfortunate that Support agents are aware of an incident but it's not published for customers to see. Atlassian should just own up to problems, there's nothing wrong with posting the public incident so I wonder if they think that makes them "look bad" in some fashion. The transparency of posting incidents quickly has better optics than hiding them and hoping customers don't complain.