How can I get an incident submitted for my Jira instance that has been out since April 5th 2022

[Andrew]

I've been following the outage that has been ongoing since April 5th that's also affecting my organizations Jira Service Management and other Atlassian products.

From the updates I've seen it seems that the issue is being resolved based on open incidents. I would like to make sure an incident is logged for my organization but when I go through the contact support link, I get a message "Sorry, we can't find this Cloud URL"

Can anyone advise how to open a support ticket in my case?

[Stephen Sifers · Accepted solution]

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

[Shane Doerksen · Accepted solution]

Hi @Andrew . Atlassian has said in other threads about this outage that customers can create support tickets for billing problems (which won't require the cloud URL) and then they will transfer the ticket to the correct team internally.

We have customer instances that have been down since April 5th as well. So far, Atlassian has not given any kind of estimated time to repair.

The fact that they don't have an ETA after 4 days of investigation is more than a little bit concerning, but that is the situation.

Their community support team has also been creating support requests from monitoring the forums, so hopefully they have done that for you as well.

I wish I had more information for you. All I can really say is that you're not alone. There are a lot of Atlassian customers in exactly the same situation as you, so hopefully we can all get a resolution soon.

[Nic Brough -Adaptavist- · Accepted solution]

Welcome to the Atlassian Community!

They're not being resolved on reports of incidents, they're being resolved on open incidents.  Atlassian knows your site is broken, and have an incident logged for it.

But to get you notified, I've asked Atlassian to get you on the list of people to be updated directly.

[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