Customers getting errors while re-installing Connect app on a migrated instance

[Emre Toptancı _OBSS_]

Our Jira Cloud app is a Connect app. Customers frequently get errors while trying to re-install our app on a Jira Cloud instance if they’ve overwritten that instance's data by importing from another cloud instance or from an on-prem Jira.

To resolve the issue, we remove the DB table row for customer’s cloud instance from the atlassian_host table in our service DB. Then they can install the app without a problem.

This happens quite a lot, especially for customers going through large scale cloud migration projects. The customer gets a cloud instance and during the course of the migration project, they perform several imports onto the same cloud instance. Every time the old instance data is overwritten, they need to install the apps again so they get this error and reach us for support.

Until today, we didn’t need to write anything to atlassian_host table. As far as I am concerned, that table is used by Connect itself and we don’t touch it.

Are we missing something? What can we do to avoid these issues? What can we do to make our app to handle this gracefully and re-install without an issue?

[Andy Heinzer]

Hi Emre,

Sorry to hear about this problem.  If I understand correctly you are the developer of this plugin, but some of your customers on our Cloud platform are having problems using your app after importing data from various sources.

While I do not know exactly what values exist in the atlassian_host table you have referenced here, I believe this problem might relate to our Cloud rename feature.  Are the values in that table the specific Cloud site URL (like example.atlassian.net) that your app uses to identify the Cloud site? 

If so, then I can foresee a scenario where site renames, or even potentially site-imports could be causing a problem for the way that this Cloud app works to understand where/how it integrates with the specific Atlassian Cloud site.

We have allowed the site-admins of paid Atlassian Cloud sites to be able to rename their Cloud URLs.  As such we are aware that this can cause problem for some Cloud apps that are built to key off that old cloud URL.  Please see our blog post in Site rename feature for Cloud customers – an update for app vendors & FAQs. It links to our current Cloud ticket on the topic over in CLOUD-10809.

While I hope this answer helps, if it does not I welcome your feedback here to learn more.  Conversely, it might be more helpful reaching out to our Developer Community site over in https://community.developer.atlassian.com/ if you need assistance in regards to changing the way an app works.  That site is more geared towards supporting app developers like yourself.

Andy