Resolved -
We are closing this incident on Statuspage as the Atlassian Support portal functionality has been restored.
We are aware that the ticket attachments panel remains unavailable and that some customers may be receiving a 'Something went wrong!' error message despite successfully uploading ticket attachments. We are working to resolve these UX issues. Atlassian Support is available for customers needing further assistance.
Oct 8, 02:18 UTC
Update -
Our teams are continuing to make progress and are actively working on finalizing the deployment plan for fixes to address this issue.
Meanwhile, customers can upload attachments but may see an error message and cannot view the attachment list. Shortly after uploading, they will see a comment on their ticket confirming the attachment was added. Customers do not need to take extra steps; our Support team can access the attachments. The rest of the support portal is working normally. We appreciate your patience and will provide a further update by October 8th, 01:00 UTC, if not sooner.
Oct 7, 21:02 UTC
Identified -
Our teams are continuing to make progress and are in the final stages of validating potential fixes to address this issue.
Meanwhile, customers can upload attachments but may see an error message and cannot view the attachment list. Shortly after uploading, they will see a comment on their ticket confirming the attachment was added. Customers do not need to take extra steps; our Support team can access the attachments. The rest of the support portal is working normally. We appreciate your patience and will provide a further update by October 7th, 21:00 UTC, if not sooner.
Oct 7, 18:04 UTC
Update -
Atlassian teams have identified some likely root causes and are testing and simulating to confirm them. Once the root cause is confirmed, our teams will carefully conduct thorough checks before making any changes.
Meanwhile, customers can upload attachments but may see an error message and cannot view the attachment list. Shortly after uploading, they will see a comment on their ticket confirming the attachment was added. Customers do not need to take extra steps; our Support team can access the attachments.
The rest of the support portal is working normally. We appreciate your patience.
We will provide further update by October 7th 18:00 UTC, if not sooner.
Oct 7, 11:59 UTC
Update -
We don't have any new update to share at this point. However, please be rest assured that out team is continuing to work to restore full attachment functionality.
Customers can upload attachments, but may receive an error message when doing so, and will not be able to view the attachment list at this time.
Soon after uploading, they will see a comment on their ticket that the attachment was added. Customers do not need to take additional upload steps, and our Support team will be able to access the attachment.
The rest of the support portal is working as expected. Thank you for your patience. We will provide further update by October 7th 12:00 UTC, if not sooner.
Oct 7, 08:28 UTC
Update -
No change since our previous update. Our team is continuing to work to restore full attachment functionality.
Customers can upload attachments, but may receive an error message when doing so, and will not be able to view the attachment list at this time.
Soon after uploading, they will see a comment on their ticket that the attachment was added. Customers do not need to take additional upload steps, and our Support team will be able to access the attachment.
The rest of the support portal is working as expected. Thank you for your patience. We will provide further update by October 7th 08:00 UTC, if not sooner.
Oct 7, 04:01 UTC
Update -
No change since our last update. We are continuing to work to restore full attachment functionality.
Customers can upload attachments, but may receive an error message when doing so, and will not be able to view the attachment list at this time. However, soon after uploading, they will see a comment on their ticket that the attachment was added. Customers do not need to take additional upload steps, and our Support team will be able to access the attachment.
The rest of the support portal is working as expected. Thank you for your patience. We will provide an update by October 7th 04:00 UTC, if not sooner.
Oct 6, 22:00 UTC
Update -
No change since our last update. We are continuing to work to restore full attachment functionality.
Customers can upload attachments, but may receive an error message when doing so, and will not be able to view the attachment list at this time. However, soon after uploading, they will see a comment on their ticket that the attachment was added. Customers do not need to take additional upload steps, and our Support team will be able to access the attachment.
The rest of the support portal is working as expected. Thank you for your patience. We will provide an update by 22:00 UTC, if not sooner.
Oct 6, 18:58 UTC
Update -
No change since our last update. We are continuing to work to restore full attachment functionality.
Customers can upload attachments, but may receive an error message when doing so, and will not be able to view the attachment list at this time. However, soon after uploading, they will see a comment on their ticket that the attachment was added. Customers do not need to take additional upload steps, and our Support team will be able to access the attachment.
The rest of the support portal is working as expected. Thank you for your patience. We will provide an update by 19:00 UTC, if not sooner.
Oct 6, 17:54 UTC
Update -
We continue to investigate to identify root cause of the issue. We have made changes to contain the issue to listing attachments for tickets. As a result of some mitigation changes, rest of the support portal is working as expected.
New attachments are getting uploaded and a comment is added in the support ticket indicating successful upload of the attachment. From the comment, customers can view the attachment (if required). Customers don't need to upload the attachment again.
Currently, the table/list of attachments to the support ticket is not visible to our customers and we continue to work to restore this functionality.
We will provide more details within the next hour.
Oct 6, 16:15 UTC
Update -
Atlassian team is investigating the issues with viewing existing attachments and uploading attachments. We will provide more details within the next hour.
Oct 6, 15:01 UTC
Investigating -
We are again seeing issues with uploading new attachments and viewing existing attachments. We will provide more details within the 2 hours.
Oct 6, 14:02 UTC
Monitoring -
We have identified the root cause of partially impacting Atlassian support portal that led to the issue of visibility of the Support tickets and customers being unable to upload attachments. We have mitigated the problem and continue to monitoring the services closely.
There will be no further updates here until the status is changed to 'Resolved' unless the issue recurs.
Oct 6, 13:13 UTC
Identified -
We have identified the cause of the issue and expect recovery shortly.
Oct 6, 13:02 UTC
Update -
Our team continues to investigate the issue on priority.
Please note that support ticket creation is still working as expected. You can continue to interact with us by replying to the email you received when your support ticket was created.
Oct 6, 12:01 UTC
Update -
Atlassian team continues to investigate the issue with utmost importance.
Please note that support ticket creation is still working as expected. You can continue to interact with us by replying to the email you received when your support ticket was created.
Oct 6, 11:01 UTC
Update -
Our team is actively engaged and continuing to investigate issues with our Customer Support portal.
Please note that support ticket creation is still working as expected. You can continue to interact with us by replying to the email you received when your support ticket was created.
Oct 6, 10:01 UTC
Update -
We are continuing to investigate issues with our Customer Support portal.
Please note that support ticket creation is still working as expected. You can continue to interact with us by replying to the email you received when your support ticket was created.
Oct 6, 09:02 UTC
Update -
We are investigating the issue of being unable to view Support tickets and uploading attachments in Atlassian support portal. We will provide more details within the next hour.
Oct 6, 08:21 UTC
Update -
We are continuing to see issues with customers uploading new attachments and viewing existing attachments. We have identified the root cause and work is underway to resolve the issue.
Oct 6, 07:04 UTC
Investigating -
We are continuing to investigate the regression issue and we will provide more details once we identify the root cause.
Oct 6, 06:08 UTC
Monitoring -
We identified that there was a temporary regression in our backend service health and we have mitigated the problem. We will continue to monitor the issue.
Oct 6, 04:49 UTC
Investigating -
On further monitoring, we see the issue resurfacing so our team is actively investigating with urgency and we will provide an update as soon as possible. We apologise for any inconvenience caused by this issue.
Oct 6, 04:32 UTC
Monitoring -
We have identified the root cause of the performance degraded service and have mitigated the problem. We are now monitoring closely.
Oct 6, 01:37 UTC
Investigating -
We are investigating cases of degraded performance for attachments in the Customer Support portal. We will provide more details within the next hour.
Oct 6, 01:10 UTC
