JSM: Handling high volume of simultaneous portal issues

[Rod McWilliams]

Hello,

I have a project manager whose decision to use JSM is contingent upon the platform's ability to handle high volume of tickets through the portal, many of which may be submitted simultaneously.

The number of simultaneous submissions may be in the hundreds at any one time time.

Is JSM capable of handling this level of volume?

Would prefer Atlassian confirmation, but would be satisfied with response from people in the community who've experienced this kind of situation.

Thank you

Rod McWilliams 

[Nic Brough -Adaptavist- · Accepted solution]

I've recently run into a Jira that was not performing too well, and one of the reasons turned out to be a couple of remote scripts raising 1-10 requests every second over the (unthrottled) REST API.  Part of our testing to show that this was a problem was to fire up a grid of 100 separate boxes to all run the script at the same time.  

Jira created all the issues it was asked to, but it wasn't performant when it was doing it.

So I'd say "don't worry about Jira" - it will handle the requests and not lose any of them (but whether it has the bandwidth or ability to serve other users while you're hammering it is another story). 

I'd want to worry about why you've got thousands of requests being raised at the same time rather than if JSM can handle it.

[Joseph Chung Yin · Accepted solution]

@Rod McWilliams -

As far as I know, there is no upper bound limitation on # of issues being created at a given time with Atlassian's JSM Cloud portal env.  Question for you is how fast can your agent (team) processes that many issues coming in to your JSM project (as you mentioned "hundreds at any one time frame".  I can only assume you meant by issue intakes associated with multiple JSM projects.

You can submit formal support request to Atlassian Support team to see if there are any limitation threshold out there (https://support.atlassian.com).

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Rod McWilliams]

Thank you for your quick response, @Joseph Chung Yin .

The issue for our team is not how fast the team processes the incoming tickets, it's just being confident that JSM will log them all successfully.

And it's for a single project with a single portal. Not multiple projects. It's public facing and potentially nationwide. So we are just making sure that if many requests are being submitted simultaneously on the portal they will actually be logged, that JSM will handle the potential high volume

Perhaps the bigger question is whether or not the site's bandwidth will be sufficient handle the volume, but that's not the question I was asked to resolve.

I thought about logging a support request first, but I didn't want to clog the already busy support channel. Was hoping the Community could provide some direction. But maybe I do need to proceed down that road.

I'm grateful for your insight. Thanks for taking the time to respond.

cheers

Rod McWilliams

[Joseph Chung Yin]

@Rod McWilliams -

Hi Rod:

You are welcome.  Please keep us inform on what Atlassian support has to say about your ask/inquiry.  If my inputs helped you, please click on Accept Answer when you have a chance.

Very much interested on your findings from the support team.

Best, Joseph