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Opsgenie: Service Disruptions Affecting Atlassian Products

Affected components: Pricing & BillingUS - Pricing & BillingIncoming Email ServiceUS - Incoming Email ServiceEU - Incoming Email ServiceIncoming Email ServiceOutgoing Integration FlowUS - Outgoing Integration FlowLogsUS - LogsEU - Signup, Login & AuthorizationSignup, Login & AuthorizationIncident FlowUS - Incident FlowPublic WebsiteAlert REST APIEU - Alert REST APIEU - LogsLogsEmail Notification DeliveryUS - Email Notification DeliveryEU - Voice Notification DeliveryVoice Notification DeliveryEU - Web ApplicationWeb ApplicationEU - Mobile ApplicationMobile ApplicationEU - Incoming Call RoutingIncoming Call RoutingEU - Incident REST APIIncident REST APISMS Notification DeliveryUS - SMS Notification DeliveryMobile ApplicationUS - Mobile ApplicationIncident REST APIUS - Incident REST APIAlert FlowUS - Alert FlowUS - Web ApplicationWeb ApplicationEU - Mobile Notification DeliveryMobile Notification DeliveryConfiguration REST APIsEU - Configuration REST APIsHeartbeat MonitoringUS - Heartbeat MonitoringEU - Reporting & AnalyticsReporting & AnalyticsConfiguration REST APIsUS - Configuration REST APIsUS - Voice Notification DeliveryVoice Notification DeliveryAlert REST APIUS - Alert REST APIEU - Heartbeat REST APIHeartbeat REST APIReporting & AnalyticsUS - Reporting & AnalyticsEU - Incoming Integration FlowIncoming Integration FlowEU - SMS Notification DeliverySMS Notification DeliveryOpsgenie ActionsUS - Opsgenie ActionsEU - Outgoing Integration FlowOutgoing Integration FlowEU - Heartbeat MonitoringHeartbeat MonitoringEU - Opsgenie ActionsOpsgenie ActionsAlert FlowEU - Alert FlowEU - Pricing & BillingPricing & BillingEU - Incident FlowIncident FlowSignup, Login & AuthorizationUS - Signup, Login & AuthorizationIncoming Integration FlowUS - Incoming Integration FlowHeartbeat REST APIUS - Heartbeat REST APIEmail Notification DeliveryEU - Email Notification Delivery

Timeline of updates

1. investigating2024-02-14 21:57 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.

2. identified2024-02-14 22:31 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.

3. monitoring2024-02-14 22:55 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.

4. resolved2024-02-14 23:32 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.

5. postmortem2024-02-27 05:45 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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