Service Disruptions Affecting Atlassian Products

What to do

• Check whether you use Trello Trello.com, API, Atlassian Support - Support Portal, Atlassian Support Ticketing and 1 more. Check your stack

  Paste a package.json, lockfile, Terraform or a list of domains at down.guide/stack to see every provider you depend on.

• Confirm your retries, queues and scheduled jobs caught up after the 1h 35m it lasted.

  Anything that failed between 2024-02-14 21:57 UTC and 2024-02-14 23:32 UTC may need a replay.

• Subscribe to Trello's feed to hear about the next one first. RSS feed

  https://down.guide/feed?provider=trello works in Slack (/feed subscribe), Discord feed bots and any RSS reader.

Updates from Trello 5

1. investigatingFeb 14, 2024, 9:57 PM UTC

   We are investigating reports of intermittent errors for all Cloud Customers across all Atlassian products. We will provide more details once we identify the root cause.

   provider

2. identifiedFeb 14, 2024, 10:31 PM UTC

   We have identified the root cause of the increased errors and have mitigated the problem. We continue to work on resolving the issue and monitoring this closely.

   provider

3. monitoringFeb 14, 2024, 10:55 PM UTC

   We have identified the root cause of the Service Disruptions affecting all Atlassian products and have mitigated the problem. We are now monitoring this closely.

   provider

4. resolvedFeb 14, 2024, 11:32 PM UTC

   We experienced increased errors on Confluence, Jira Work Management, Jira Service Management, Jira Software, Opsgenie, Trello, Atlassian Bitbucket, Atlassian Access, Jira Align, Jira Product Discovery, Atlas, Compass, and Atlassian Analytics. The issue has been resolved and the services are operating normally.

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5. postmortemFeb 27, 2024, 5:45 AM UTC

   ### **Summary** On February 14, 2024, between 20:05 UTC and 23:03 UTC, Atlassian customers on the following cloud products encountered a service disruption: Access, Atlas, Atlassian Analytics, Bitbucket, Compass, Confluence, Ecosystem apps, Jira Service Management, Jira Software, Jira Work Management, Jira Product Discovery, Opsgenie, StatusPage, and Trello. As part of a security and compliance uplift, we had scheduled the deletion of unused and legacy domain names used for internal service-to-service connections. Active domain names were incorrectly deleted during this event. This impacted all cloud customers across all regions. The issue was identified and resolved through the rollback of the faulty deployment to restore the domain names and Atlassian systems to a stable state. The time to resolution was two hours and 58 minutes. ### **IMPACT** External customers started reporting issues with Atlassian cloud products at 20:52 UTC. The impact of the failed change led to performance degradation or in some cases, complete service disruption. Symptoms experienced by end-users were unsuccessful page loads and/or failed interactions with our cloud products. ### **ROOT CAUSE** As part of a security and compliance uplift, we had scheduled the deletion of unused and legacy domain names that were being used for internal service-to-service connections. Active domain names were incorrectly deleted during this operation. ### **REMEDIAL ACTIONS PLAN & NEXT STEPS** We know that outages impact your productivity. The detection was delayed because existing testing & monitoring focused on service health rather than the entire system’s availability. To prevent a recurrence of this type of incident, we are implementing the following improvement measures: * Canary checks to monitor the entire system availability. * Faster rollback procedures for this type of service impact. * Stricter change control procedures for infrastructure modifications. * Migration of all DNS records to centralised management and stricter access controls on modification to DNS records. We apologize to customers whose services were impacted during this incident; we are taking immediate steps to improve the platform’s performance and availability. ‌ Thanks, Atlassian Customer Support

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Corrections

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