Attachment field missing from Team Managed projects for request type "Email request"
Incident
Report for Jira Service Management
Resolved
On July 5th, between 01:00 UTC to 21:55 UTC, tickets created via email on Team Managed projects didn't have any attachments added to them. We've identified all of the affected sites and executed an upgrade task to re-attach the files that were not uploaded to tickets during the incident time.
Update
The team have created a means to automatically attach any missing attachments to Jira issues that were uploaded during the time of the incident. We are soak testing this change and verifying it's effectiveness before running the task. Customers can manually attach any attachments to the issue themselves in the meantime.
We will have issue further updates tomorrow on the progress of the restore.
We will have issue further updates tomorrow on the progress of the restore.
Identified
We have identified the root cause and attachments are now operating correctly. We will identify all affected customers and restore the link to any missing attachments. No attachmant data has been lost, it was simply not linked to the outgoing email.
Update
We do not have a root cause for the attachment field missing on the "Email Requests" request type of Team Managed projects. We are investigating this and will post updates soon.
Investigating
We are currently investigating issue where the Attachment field is missing from Team Managed projects for request type "Email request". More updates to follow soon.
This incident affected: Service Portal and Jira Service Management Email Requests.