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Inside the longest Atlassian outage

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Re: Inside the longest Atlassian outage

#651

Post by rootsudo »

avl999 wrote: post #632
kingofpandora wrote: post #458

Engineering mistakes happen. The most inexcusable thing is not communicating with the paying customers who have been affected for over a week. Atlassian's Global Head of Customer Success probably should have been fired but here she is promoting Atlassian Cloud on LinkedIn three days ago: https://www.linkedin.com/mwlite/in/gertie-rizzo-5b70061 Actually reading a bit more, it seems like their customer team was partying…

People who call for other people's firings in organizations that they have no visibility into are so weird. This post reads like a tech outage's version of cancel culture where trying to find someone to blame and skewer for an injustice is more important than actually determining how much (if any) blame they deserve for it Also posting a LinkedIn event photos with people's real names and pictures in a top post on HN…

I agree. Customer success is a support role, this was an engineering mistake.

Can't blame support for something an engineer did.

Re: Inside the longest Atlassian outage

#652

Post by [deleted] »

Sebguer wrote: post #643
staticautomatic wrote: post #622

Earlier quoted context omitted.

Fair enough, but anyone who’s been around the block on crisis communications knows that you’re supposed to hit the big red “stop all regular communications until we get a fucking handle on this” button.

You think Atlassian should have the ability to stop posts on all of their individual employees' social media posts?

[deleted]

Re: Inside the longest Atlassian outage

#653

Post by dehrmann »

linsomniac wrote: post #639

Honest question here: The companies impacted by this, are they not taking backups of their Jira/Confluence/Bitbucket instances? Or is this outage impacting the ability to import those backups? There are some Python scripts that will back up Jira and Confluence. I whipped up a quick script that gets a list of all our bitbucket repos and then it clones those daily as well.

A Jira backup blob isn't especially useful. Confluence could be if it's essentially HTML dumps that you could host internally read-only. Bitbucket clearly has backups and a migration path.

Re: Inside the longest Atlassian outage

#654

Post by sngz »

Traster wrote: post #313

I remember finding out one of the senior managers from my company ended up as head of software at Atlassian. It was at that point I was convinced Atlassian has no idea what the hell they're doing. I think this demonstrates the point nicely.

I interviewed for them about 8 years ago. The people interviewing me from the recruiter on the phone to the engineers were some of the most incompetent and unprofessional people I have dealt with. They ended up poaching and hiring some equally incompetent engineers from my wife's startup. The outage and what every one is saying in this thread is no surprise to me.

Re: Inside the longest Atlassian outage

#655

Post by fargle »

The lesson learned is that outsourcing at the level of containers or machines and raw compute in the cloud is one thing. It's a pretty fungible open market.

But outsourcing one's whole engineering environment to a SaaS on a cloud is just freakin lunacy. Not only do you have things like this outage, but what about simple things like features and versions of the apps changing all the time with no ability to control that. What if they remove or change a feature you use?

And expensive vendor-locked-in closed tools have no place in a modern software workflow anyway, on-prem let alone SaaS. Look at the rug-pull for the on-prem Atlasian Server product.

Re: Inside the longest Atlassian outage

#656

Post by DharmaPolice »

Sebguer wrote: post #643
staticautomatic wrote: post #622

Earlier quoted context omitted.

Fair enough, but anyone who’s been around the block on crisis communications knows that you’re supposed to hit the big red “stop all regular communications until we get a fucking handle on this” button.

You think Atlassian should have the ability to stop posts on all of their individual employees' social media posts?

I think senior management would want to have a mechanism to halt their own scheduled posts in a crisis, yeah.

Re: Inside the longest Atlassian outage

#658

Post by enra »

linsomniac wrote: post #637
420official wrote: post #257

Earlier quoted context omitted.

I'm not at all familiar but a tweet linked from the OP and written by the author plugs https://linear.app/

Linear has offered free services to users impacted by Atlassian's outage through the end of the year. I took a look at it (we aren't impacted), and notice it can import tickets from Jira, and also has a "Jira Link" where you can use Linear as a kind of front-end to Jira if you aren't ready to go all in on Jira. When we chose Jira, one of the points that was made was: If we decide to leave Jira, there will almost cert…

It's in the settings, "Import / Export" in the sidebar. We support CSV export or alternatively you can use the GraphQL API.

You're right we need add a page in the docs. It was only mentioned in few pages in passing. For now I added a section here until we can make a full page about it: https://linear.app/docs/workspaces#export-workspace-data

If you are looking anything else hit cmd+k to search the docs.

Re: Inside the longest Atlassian outage

#659

Post by mbreese »

staticautomatic wrote: post #622
PragmaticPulp wrote: post #611

Earlier quoted context omitted.

> Actually reading a bit more, it seems like their customer team was partying in Las Vegas instead of taking care of business: https://www.linkedin.com/mwlite/feed/hashtag/atlassianteam22 This was a conference they hosted , not just some Atlassian team members partying in Vegas: https://events.atlassian.com/team22 Thousands of Atlassian customers bought tickets, flights, and hotels for the event. It's unreasonable to…

Fair enough, but anyone who’s been around the block on crisis communications knows that you’re supposed to hit the big red “stop all regular communications until we get a fucking handle on this” button.

The defense that this is a scheduled posting doesn’t help their argument at all. It really points to the fact that they were entirely unprepared to respond to an event like this. Like you said — when you’re in the middle of a crisis, there is no such thing as “regular communication”.

Re: Inside the longest Atlassian outage

#660

Post by x86_64Ubuntu »

avl999 wrote: post #632
kingofpandora wrote: post #458

Engineering mistakes happen. The most inexcusable thing is not communicating with the paying customers who have been affected for over a week. Atlassian's Global Head of Customer Success probably should have been fired but here she is promoting Atlassian Cloud on LinkedIn three days ago: https://www.linkedin.com/mwlite/in/gertie-rizzo-5b70061 Actually reading a bit more, it seems like their customer team was partying…

People who call for other people's firings in organizations that they have no visibility into are so weird. This post reads like a tech outage's version of cancel culture where trying to find someone to blame and skewer for an injustice is more important than actually determining how much (if any) blame they deserve for it Also posting a LinkedIn event photos with people's real names and pictures in a top post on HN…

How on earth did you rope cancel culture into this conversation?
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