In case of contacting our Support Team via our portal or e-mail for the first time, please remember to:
Describe a problem in detail.
Collect the required data (described below) and attach it to the request.
Provide an exact timestamp when a problem occurred.
If you have contacted the Atlassian Support Team regarding performance problems before and have a preliminary analysis, let us know and add our Support Team to that ticket.
Problem:
A database administrator observes that the database server is overloaded (for example, CPU usage for the database server is high or long-running queries that come from BigPicture / BigGantt / BigTemplate).
To make sure that these queries come from our BigPicture, check if table prefixes in the Jira database begin with:
AO_0456E7_ - for BigPicture
AO_8AC478_ - for BigGantt
AO_DA6AB9_ - for BigTemplate
Required data to collect and send to the Support Team:
Data that your database administrator delivered to you (specific long-running queries, CPU usage for the database server graphs, etc.).
Database monitoring:
Go to the App Configuration > Advanced > Technical info page.
Navigate to the Monitoring section and switch on the Database monitoring option.
Reproduce the problem (it may take up to a few hours).
If you managed to reproduce the issue, return to the Technical info page.
Download logs by clicking Download support zip under the Support data section.
Navigate to the Monitoring section and switch off the Database monitoring option. Otherwise, server resource consumption may be slightly higher due to the increased amount of logs.