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JIRA Service Management Cloud Troubleshooting Solution


Following the breakdown on the Atlassian Cloud environments, the question of a backup solution arises!

What are the existing solutions, in the event of a failure of cloud instances, to set up a service desk, a user portal (with existing configurations) a backup alternative.

And also what are the possible solutions to give access to the information present in confluence in the event of a cloud crash.

And how to implement these solutions quickly in order to avoid problems and loss of data in the event of a crash

Thanks in advance 

1 answer

0 votes
Jack Brickey Community Leader Jun 07, 2022

Hi @Mehdi MEGROUS ,

have you seen the following article? how-to-automate-backups-for-jira-cloud-applications . Unsure if it is what you are looking for or not. In a previous company we were backing up daily automatically. I will note that we never had to restore so I cannot attest to how well that goes.

Thank you for your answer.

The problem is not the export of data, but giving customers a workaround, a way to be able to set up a service desk quickly and not lose data (tickets entered during the interruption, etc.)

Jack Brickey Community Leader Jun 07, 2022

So are you thinking of a High Availability aka Redundancy solution? Two thoughts...

  • consider Data Center
  • consider Premium and see if you could leverage the Sandbox as a mirrored solution. Though unsure how this would work. I expect a lot of scripting and even then it would likely be a 24hr snapshot.

In any event a good question/discussion!

Like Mehdi MEGROUS likes this

The outage showed us that when the CLOUD crashes, we no longer have access to our confluence data and customers can no longer create tickets.

the use of the sandbox seemed to me a good solution but these had also been impacted during the crash it seems to me..

That's why I was looking for a simple, fast way to: Set up a Service Desk by keeping the client's configurations and restoring access to confluence information thanks to regular backups

Like Jack Brickey likes this

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