Identify and Share Atl-Traceid with Atlassian support for troubleshooting
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
The Atl-Traceid is a unique identifier located in the headers of network and API requests, and it is crucial for Atlassian support to trace and diagnose problems across distributed systems, specifically when troubleshooting Rovo issues.
What is "Atl-traceid?"
The Atl-Traceid allows Atlassian engineers to:
Trace the request through all backend services (search, connectors, AI, permissions, etc.)
Identify where failures or delays occur
Correlate user actions with backend logs for root cause analysis
Common Rovo API Request Types
When troubleshooting, it’s important to capture the Atl-Traceid from the correct API call. Here are the most relevant request types for Rovo:
Request Type | Description | When to Capture Atl-Traceid |
| Regular search queries in Rovo | When a user performs a search in Rovo |
| Streaming endpoint for AI-generated answers/responses | When Rovo is generating or streaming an answer |
| Fetches the list of connected apps (1P/3P connectors) | When troubleshooting connector issues |
| Used for generating AI responses (may appear as endpoint in network tab) | When AI answer generation fails or is slow |
| Loads available chat channels for Rovo | When chat/channel loading fails |
| Executes agent actions (e.g., create Jira issue) | When troubleshooting agent action failures |
| Admin/entitlement checks for Rovo | When Rovo is not appearing as expected |
Solution
Locate the Atl-Traceid
In browser developer tools
Open the Network tab in your browser’s Developer Tools
Reproduce the issue (e.g., perform a search, trigger an agent, connect an app)
Find the relevant request (look for the request types above)
Inspect the request/response headers for
Atl-Traceid(oratl-traceid)
In HAR files
Open the HAR file in Chrome DevTools or a HAR viewer
Locate the relevant request and copy the
Atl-Traceidfrom the headers
Always attach the HAR file and include the Atl-Traceid in your support ticket for faster troubleshooting.
Best Practices for Sharing Atl-Traceid
Be specific: Indicate which action or feature was being used (e.g., “searching for a Confluence page,” “connecting Slack,” “waiting for AI answer”)
Include context: Provide the exact query, steps to reproduce, and any error messages
Attach HAR files: This gives support full visibility into all requests and responses
Multiple requests: If the issue involves several steps (e.g., search + agent action), provide Atl-Traceid for each relevant request
Example Scenarios
Search not returning expected results: Capture Atl-Traceid from the
SearchPageor/generaterequest.AI answer is slow or fails: Capture Atl-Traceid from the
streamor/generaterequest.Connector (e.g., Slack, Google Drive) not working: Capture Atl-Traceid from the
connected-data-sourcesrequest.Agent action fails (e.g., create Jira issue): Capture Atl-Traceid from the
/actionsrequest.
Was this helpful?