Jira Systems Out

[Eliakim F. Morais]

Hello, 

2 days in a row we have a massive problem with our Jira Service Management.

Our customers can't access and can't open a ticket. 

Jira is a crucial tool in our day.

[Stephen Sifers]

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

[Stephen Wright _Elabor8_]

Hi @Eliakim F. Morais 

There is an active incident at present - please see the Status Page for more details: https://status.atlassian.com/

I'd also consider raising a ticket with Support - https://support.atlassian.com/ - so they can keep you actively updated for when your specific instance will be back available :)

Ste

[Stephen Sifers]

Hello,
We apologize for the length of this ongoing incident and for not being more proactive in our communication with you. We understand how mission-critical our products are for you and want to make sure we are relaying the most accurate information possible.

While we really want to get in front of you live to answer your questions, we are prioritizing getting customers up and running first and foremost. We will host an AMA (Ask Me Anything) after we get all of our customers fully restored.

In the meantime, please add your questions here and we will respond as quickly and transparently as we can. Some questions may not be answered until we do an official PIR, but we will let you know that and answer as much as we can now.

Our Chief Technology Officer Sri Viswanath has posted a blog about this incident with more background and details, and our team is working around the clock to move through the various stages for restoration.

We are working 24/7 to restore your service. Thank you to those who have been sharing all the information you know from your support requests. Thank you for being open, honest, and caring for your fellow Community members. This speaks a lot about what makes Community a special place.

Lastly, if you're unsure if a support request was raised on your behalf, please let me know, and I will personally check. My team and I went through all Community posts related to this incident to ensure everyone's site had a support request.

Regards,
Stephen Sifers | Product Lead, Community

[Shane Doerksen]

Hello @Eliakim F. Morais ,

Sorry to hear about your site being down. We and some of our customers are in the same position.

Atlassian has sent out some emails and there are some other threads in community that have more information as well.

Basically, a maintenance task at Atlassian went wrong somehow, and an unknown number of sites were disabled / removed / deactivated. They're currently figuring out how to recover from this and get everyone online.

We received an update on our support ticket this morning that said they have restored 23% of the sites, so they are making progress. As far as I know, there is still not an actual estimated time for completion. So we're all stuck waiting.

If you want to raise a support ticket, Atlassian has said that you can submit the support form as a billing problem (which will not require the cloud URL, as that won't currently exist) and then they will transfer it to the correct team internally.

As Mr. Sifers said above, they have been monitoring the forums and creating support requests from forum posts, so hopefully they have done that for you as well.

All the news so far says that there hasn't been data loss, but they're also saying that they are verifying the data with each customer to make sure. So...that's not super-confident.

In any case, our hands as customers are pretty much tied right now. We're all waiting it out and hoping that next week brings us back to normal.