Hi all,

We have made some improvements in our architecture to better handle the load of the ever increasing demand for the Issue imports. We see that the errors have gone down by 95% after the changes have been rolled out. If you face import issues, try the following:

1. Retry the import because it may have been an intermittent rate limit imposition by Google or Jira.
2. Try dividing your imports into multiple chunks if larger imports fail.
3. If possible, increase the duration of your scheduled imports as frequent large imports tend to utilise the capacity of your instance much faster.

Feel free to reach out in case you face persistent issues. Thank you!

I was able to by-pass this issue to a certain extent by removing the "Key" field from the request.

I believe this field was causing the timeout because it also contains the URL to access the ticket (an ideal fix might be decouple these two pieces of data), which drastically increases the size of the response being returned, which causes the timeout.

Any update to this issue? Recently had to switch over from Google to Microsoft 365 and now running into this with every import attempt which is a major blocker for me currently.

I had been able to use the Excel add-on from September 2022 until early this year, regularly updating a file with about 11,000 records and 25 fields. Reducing scope (# records exported or # fields) doesn't resolve the issue. The only workaround is to keep running filters in Jira, then exporting to Excel. That feels like a huge step backwards to me. 

From my last comment to Atlassian Support:

I agree that the workaround is functional - though it’s suboptimal from a workflow and execution standpoint.
I realize that intermittent defects are difficult to reproduce, but I do believe this is a defect somewhere in the add-on.
I further believe that a company that can produce a SaaS product that runs at scale should be able to deliver and add-on that runs at scale. The only other alternative is better reporting built into the product itself. 

Support thread: (https://support.atlassian.com/requests/PCS-156626/). 

same issue... anything new on resolving it?

I tried as well right after @vitalii's comment, and an export of less than 1000 tickets (actually 797) failed.

Just tried importing ~4200 issues with 26 fields, and it failed. Reduced it to ~2200 issues, but still it fails.

Hi to everyone who watches this ticket. Yesterday we have deployed a fix that should resolve the problem with exporting a large number of issues with lots of fields. Please give it a try and let me know if it helped.

First impact was on the 03.08.2021. Since then our daily import job has been failing and we are in contact with Support to understand why and how we can resolve it.
For the record, this impacts the export to google sheets as well (in our case)