Atlassian Cloud support data access request FAQ
Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.
Summary
This article will help you understand data access, and why Atlassian's Cloud support team may ask you for it when working on a support ticket.
Only certain user types can submit support tickets and provide data access.
Depending on whether your organization uses the centralized or the original user management experiences, the names of user roles may vary. To find which experience your site uses, compare:
Original: As a site administrator or organization admin, Users is found under Product site.
Centralized: As an organization admin, Users is found under Directory tab.
If your organization has centralized user management,the following user types can grant data access:
Organization admin
Product admin
Billing contact (or Billing admin)
Technical contact
User access admins
If your organization has original user management, the following user types can grant data access:
Organization admin
Site admin
Product admin
Trusted user
Billing contact
Technical contact
Solution
What is data access?
Data access allows the support team to access your Atlassian Cloud site and investigate the issue you reported.
Why was data access requested?
Granting permission to access your cloud instance will help the Atlassian Support team investigate and resolve your issues. By examining the reported problem directly and gathering logs, the team can expedite the ticket's resolution and address issues more efficiently.
Is my data safe?
Your data is kept confidential within the scope of our Atlassian Customer Agreement (specifically see section 16. Confidentiality for details).
How to grant data access?
Granting data access while submitting a new support ticket
On the request form you should see an option "I give Atlassian Support personnel permission to access data in my Atlassian Cloud instance to assist me with my request."
Select "Yes" to grant data access. If you select ”No” we will not be able to access information on your site.
Granting data access after the support ticket was created
You may grant Atlassian data access anytime after the ticket was submitted. To do so, you will need to access the ticket on the Atlassian support portal and click Approve data access on the right-sidebar:
What happens after granting access?
The Atlassian support engineer assigned to your support ticket will have full access to any sites in your organization. Support will not make changes to your site, and should request your consent if any tests or updates on your site are required to more forward with the ticket's resolution.
The Atlassian support engineer assigned to your support ticket may need to apply changes to permissions required to gain access to specific projects during the investigation.
Actions performed by Atlassian support are logged for auditing purposes.
How to revoke data access?
You may revoke data access anytime during the support ticket lifecycle. Data access is automatically revoked when the ticket is closed.
To revoke data access while the request is open, access the ticket in the support portal and click "Revoke data access":
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