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Supporting Atlassian Software
This document provides guidance on supporting an Atlassian application. It outlines best practices for application deployment, server configuration, backups, upgrades, security, testing, plugins, logs, monitoring, exceptions, memory issues, performance issues, and support resources.
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Supporting Atlassian Software
- 1. Supporting Atlassian Software Keith Brophy
- 3. System Documentation • Applicationdeployment • Server configuration • Logging configuration • Database • External systems integration • Application change log
- 5. Backups • Backup policy •Application files • File system files • Database • Use native database tools
- 7. Upgrades • Review releasenotes • Test, Test, Test • Upgrade checklist • Plugin compatibility
- 9. Security • X-Factor •XSS • XSRF • Header INjection • Security Advisories
- 11. Test Environments • Cloneof production • Test major system changes • Test plugins • Stress/Load testing
- 13. Plugins • Review Plugin • Documentation • Recent updates/releases • Compatibility with your version (UPM) • Source code • Verify in test environment
- 15. Logs • Review regularly •Keep clean • Vital for support requests • Confluence Support Utility
- 17. Monitoring • Resource metrics •Application metrics • Enable JMX for remote JVM monitoring • Monitoring tools
- 19. Exceptions • Fatal -capture details before restarting • Retrace Steps • Is it reproducible? • Review logs • Plugin issue - disable until diagnosed
- 21. Memory Issues • Limitedresource • Increase memory (not always!) • Enable GC logging • Heapdump analysis
- 23. Performance • Difficult todiagnose • Enable profiling • Thread dump analysis • External profiling tools
- 25. Who ya gonnacall? • Atlassian Support • Online Documentation • Forums • J.A.C. / S.P.A.C. • Partner Support Programs
- 26. • Support • Consultancy • Hosting • Training • www.adaptavist.com
- 28. • Attributions • RachelH - Old books at Kirkdale - http://www.flickr.com/photos/bagelmouse/4695867796 • Nevada Tumbleweed - Nevada Test Site Gate #1 - http://www.flickr.com/photos/us_army_rolling_along/4182005549/ • 713 Avenue - Lego Color Bricks - http://www.flickr.com/photos/seven13avenue/2080281038/ • Tony the Misfit - Maine Logging Truck - http://www.flickr.com/photos/tonythemisfit/3840163742 • teamaskins - Surveillance - http://www.flickr.com/photos/teamaskins/379578703 • _rockinfree - Times Square - http://www.flickr.com/photos/rockinfree/4577763508/ • graeme_newcomb - Bike of Burden in Vietnam - http://www.flickr.com/photos/graemenewcomb/358329131/ • Xurble - Ghostbusters Car - http://www.flickr.com/photos/xurble/2441298832/ • thecrazyfilmgirl - Stop Sign - http://www.flickr.com/photos/thecrazyfilmgirl/3248283617/ • Nathan Eal Photography - Going nowhere fast - http://www.flickr.com/photos/thatguyfromcchs08/2300190277/ • The U.S. Army - Aerial security in Kandahar - http://www.flickr.com/photos/soldiersmediacenter/4408186601/
Editor's Notes
- #2 * Supporting Atlassian Software - brief how-to\n* No magic\n* Principles for managing any application - and more specifically a Java web application - apply\n* Reading 'The CheckList Manifesto' by Dr Atul Gawande - main message: no matter how expert you may be, well-designed check lists can improve outcomes in nearly all circumstances - examples of surgical teams, pilots.\n* Some of these points could be captured in your Support Checklist\n
- #3 \n
- #4 * Nature of Atlassian software - grows ORGANICALLY from small roots - small teams grow across organisation\n* Important to document: INSTALLATION, WHATS CONNECTED and HOW (in case JIRA admin heads off to the Bahamas)\n* CHANGE LOG - capture all changes - PATCHES, PLUGINS, INFRASTRUCTURE changes\n* Some clients - COMPLETE DOCUMENTATION - rebuild deployments from scratch - STEP BY STEP\n* UP TO DATE - INCORRECT worse than NONE\n* STORE WISELY - app containing info may be down\n
- #5 \n
- #6 * DEFINE YOUR POLICY TODAY\n* More software used - more important information is stored - MORE CRITICAL it is use to build in RESILIENCE to usage\n* Get Backup policy right from START\n* Consult with your IT dept - should fit with their normal procedures\n* NATIVE DB tools should be used in most case - XML may become corrupted and unable to restore - uses a lot of memory in its generation\n* Feature request: Confluence WILL NOT WARN you when BACKUP FAILS\n
- #7 \n
- #8 * AGGRESSIVE release policy - new features/bugs/improvements available ASAP (6 JIRA releases, 8 Confluence releases, 10 Bamboo releases)\n* Can be too QUICK for some (integration with other systems, support) - ADVISABLE to stay as up to date as your IT team will PERMIT\n* EOL policy - supports major versions for two years after the last minor iteration of that version was released (e.g. Confluence 2.2.x was supported for 2 years after Confluence 2.2.10 was released)\n* STAY AHEAD OF EOL WAVE - avail of improvements and security patches if nothing else\n* TEST - Checklist for what must work - JIRA (workflows, custom fields), Confluence (theme, permissions)\n* Plugin compatibility checklist - are all your key plugins compatible with latest version\n\n
- #9 \n
- #10 * BENEFIT - upgrades get the lastest security fixes and patches\n* SECURITY ADVISORIES - vulnerabilities or breaches found within their applications - documentation/mailing lists - managed via my.atlassian.com\n* LAST NIGHT - Advisory for JIRA with 2 high level XSS/XSRF issues and a moderate and low risk vulnerabilty on secure tokens and components\n
- #11 \n
- #12 * EXACT CLONE OF PRODUCTION - otherwise you lose a lot of the value\n* Never SURE if change/fix/plugin will perform same WAY on PRODUCTION\n* SANDBOX where you can test INFRASTRUCTURAL changes\n* New PLUGINS - verify FUNCTIONALITY / COMPATIBILITY / PERFORMANCE\n* STRESS / LOAD testing - LOAD REPLICATION TOOL\n* EXISTING COMMERCIAL lisense holders = DEVELOPER LICESNE - no need for full commercial license\n
- #13 \n
- #14 * PLUGINS - make ECOSYSTEM so INTERESTING AND VIBRANT\n* Applications not just ISSUE TRACKER or WIKIS - PLATFORMS to BUILD ON and INTEGRATE with other systems\n* Spiderman's Grand Dad - WITH GREAT POWER COMES GREAT RESPONSIBILITY\n* NO STEVE JOBS to curate what appears in your UPM\n* DETECTIVE WORK - docs / release/ compatibility / source code\n* TEST ENVIRONMENT - experiment with plugin\n
- #15 \n
- #16 * START GOING WRONG - the LOGS are your friends\n* INDICATE if a problem is BREWING or if it has already HAPPENED\n* PINPOINT where problem occurs - or at least good indication\n* GENERAL HOUSE-KEEPING - weed out over-zealously reported expcetions (macro wrong param)\n* VITAL for support support request - first response will be to ATTACH the logs\n* Eash through Confluence - SUPPORT UTILTIY TOOL\n
- #17 \n
- #18 * MORE MONITORING\n* Resource monitoring - MEMORY / CPU / DISK\n* Application monitoring - RESPONSE TIMES / LOAD / CONNECTIONS / IO / DATABASE TRENDS / USER ACCESS LOGGING\n* GATHER over PERIOD of TIME - VISUALISE DATA - see trends\n* TOOLS - Hyperic / Pingdom\n\n
- #19 \n
- #20 * WHEN APPLICATIONS GO BAD\n* The SCENARIO that should have NEVER happened in REAL LIFE - bubbles up to user in all its glory!\n* CAPTURE as much data as possible (LOGS, steps to REPRODUCE, SCREENSHOTS)\n* Logs are invaluable - user access logging, you should be able to see exactly what the user was doing\n* SERIOUS PLUGIN ISSUE - disable until diagnosed and fixed\n
- #21 \n
- #22 * ALL SYSTEMS hav LIMITED RESOURCES - MEMORY is one of them\n* 32-bit Windows system - 1.4GB-1.6GB - 64-bit system provides more\n* Sometimes INCREASING MEMORY can help - but NOT ALWAYS!\n* Can cause more problems - especially if there is a MEMORY LEAK!\n* GC Logging / HEAPDUMPS on OOME\n* MAKE ONE CHANGE at a TIME\n
- #23 \n
- #24 * REPORTS of SLOW RESPONSE times\n* PROFILING to see brekdown of where time is spend on EACH REQUEST\n* Thread dumps can also show exactly what the application is working on if slow or not responding\n* PROFILING TOOLS - YOURKIT\n
- #25 \n
- #26 * ALL A LITTLE OVERWHELMING - help is out there!\n* Atlassian offer an excellent support service\n* A lot of ONLINE DOCUMENTATION - KNOWLEDGE BASE\n* COMMUNITY SUPPORT - Forums - Altassian, Adaptavist - many partner sites\n* PARTNER PROGRAMS for SUPPORT \n
- #27 * ADAPTAVIST SUPPORT\n* Comprehensive diagnosis and advice service for all your JIRA, CONFLUENCE or CROWD questions/issues\n* Can also help out in EOL situations incase you have been submerged by that wave.\n
- #28 \n
- #29 \n