Atlassian Cloud Bug Fix Policy

Summary

  • Our Support team will help with workarounds and bug reporting
  • We schedule non-critical bugs according to a variety of considerations
     

Report a bug

 

Are you developing an app (add-on) for an Atlassian product or using one of our APIs? Report any related bugs in our Ecosystem Jira

On this page

Bug reports

Atlassian Support is eager and happy to help verify bugs—we take pride in it! Create an issue in our support system, providing as much information as you can about how to replicate the problem you're experiencing. We'll replicate the bug to verify, then lodge the report for you. We'll also try to construct workarounds if possible.

Search existing bug reports

Use our issue tracker to search for existing bugs, then vote for and watch the ones that are important to you. When you watch an issue, we'll send you an e-mail notification when the issue's updated.

How we approach bug fixing

Atlassian does its best to target the most critical bugs affecting the widest customer set. Bugs are prioritised based on the the impact to Atlassian users. Most bugs are initially reported at Low priority until they are triaged and the true impact is known.

The priorities applied to bugs are:

Priority 1 - Highest

Your application is degraded. Users aren't able to perform their job function, and no workarounds are available. Typically the most impactful bugs are treated by Atlassian as an incident and can be tracked on https://status.atlassian.com, highest priority bugs are the next most impactful variety of bug.

Examples...
  • login failures

  • specific pages don’t display

  • microservice communication failures

  • administration tools fail

If a Highest priority bug is reported, current development work will be disrupted and Atlassian will work to resolve this as soon as possible.

Priority 2 - High

A feature is unavailable, application performance is significantly degraded, or users job functions are impaired.

Examples...
  • the application performs slowly and fails intermittently

  • application is functional, but frequently used gadgets or macros don't work

  • specific editing features fail

When High priority bugs are reported, a resolution will be worked upon in the very next sprint.

Priority 3 - Medium

The application or specific feature isn't working as expected, but there is a workaround available. Users' experience is impacted, but their job function is not impaired.

Examples...
  • some searches fail

  • sections of pages load slowly

  • administrative features fail intermittently, but a workaround is available

Medium priority bugs will be worked on once all High and Highest priority bugs are resolved and there are no other critical priorities.

Priority 4 - Low

Typically smaller paper cuts such as cosmetic errors, or non-critical functionality not behaving as expected.

Examples...
  • visual defects, that don't affect function

  • minor translation or localization problems

  • keyboard shortcuts not functioning as expected

Low priority bugs are worked on at best effort capacity, and are typically only fixed if our Developers are already working in that area of the product and are able to easily resolve the problem identified.

About our bug fix workflow

If you watch or mark a bug as affecting your team, it’s useful to understand how we review, prioritize, and resolve them in our public issue tracker jira.atlassian.com.

Here’s the current workflow, and a description of each status.


Workflow Status Definitions

Workflow Status Definition Phase

Needs triage

This issue is waiting to be reviewed by a member of the Atlassian product team. Typically, only recently created issues are in this status. Our product teams review these issues regularly.

Review

Gathering impact

This issue has been reviewed, but needs more supporting information to gauge the pervasiveness of the problem.

Prioritization

Long term backlog

A fix for this issue is required, but planned for farther in the future. The issue is less severe or pervasive than other issues.

Short term Backlog

A fix for this issue is required, and will be prioritised in the near future. The issue is more severe or pervasive than other issues.

In progress

The development team is actively working on this issue.

Implementation



In review

A fix for this issue has been proposed and is being reviewed and quality-tested by the development team.

Waiting for release

A fix for this issue has been implemented and is waiting to be rolled out.

Closed

Work on this issue is complete.

If the bug has been fixed, the resolution will be ‘Fixed’. If required, code changes are progressively rolled out to the full customer base.

If no code changes were required, the resolution will be ‘Duplicate', 'Won't fix', 'Handled by support', 'Timed out', or similar.

Closure

How to get access to bug fixes

Once a bug fix is written, tested, and verified, we’ll progressively roll it out to your site as soon as we can - in most cases this will occur within a few days.


Last modified on Nov 14, 2019

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