# Confluence: Major incident: Smart Answers in Search and AI Definitions outage for Atlassian Intelligence customers

**Summary:** Confluence’s major outage affected Smart Answers in Search and AI Definitions for all Confluence Cloud Atlassian Intelligence customers; Rovo was unaffected. Tracked from 2025-05-06 01:11 UTC until resolution at 2025-05-06 05:55 UTC (4 h 44 min), it was fixed via rollout; the vendor reported actual impact from 2025/05/03 21:38 UTC to 2025/05/06 05:26 UTC. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2025-05-06 01:11 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/4gd25zztvgzg](https://stspg.io/4gd25zztvgzg)
- [Company: Confluence](https://rewindex.com/company/confluence.md)
- Versions: before (none: first archived) → after incident\_version:98/4d46fjcwl1vy@b673d8eded27
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Smart Answers in Search and AI Definitions outage for Atlassian Intelligence customers
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2025-05-06 01:11 UTC
```

**5. Added: Resolved time**

```diff
+ 2025-05-06 05:55 UTC
```

**6. Added: Affected components**

```diff
+ Search
```

**7. Added: Update** (identified) · 2025-05-06 01:11 UTC

```diff
+ We are investigating reports of intermittent errors for Atlassian Intelligence Confluence Cloud customers. We have identified the root cause and are preparing a hotfix
```

**8. Added: Update** (monitoring) · 2025-05-06 04:38 UTC

```diff
+ We have identified the root cause of the intermittent errors for Smart Answers and AI definitions in Confluence Cloud Atlassian Intelligence customers are progressively rollout out a fix to customers, with a fix expected to reach all customers over the next 2 hours. We are monitoring closely to confirm all errors have resolved.
```

**9. Added: Update** (resolved) · 2025-05-06 05:55 UTC

```diff
+ Between 2025/05/03 21:38 UTC to 2025/05/06 05:26 UTC, we experienced an outage in Smart Answers in search and AI definitions for all Confluence Cloud Atlassian Intelligence customers. Rovo experiences were not impacted. The issue has been resolved and the service is operating normally.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2025-05-06 01:11 UTC | Major incident: Smart Answers in Search and AI Definitions outage for Atlassian Intelligence customers (this change) | outage |

All Confluence changes: [timeline](https://rewindex.com/company/confluence/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


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Canonical: https://rewindex.com/change/ic5de6a57c05381 · Markdown: https://rewindex.com/change/ic5de6a57c05381.md · JSON: https://rewindex.com/api/v1/changes/ic5de6a57c05381 · Generated 2026-10-18T02:55:25.201Z