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IMPORTANT: JAC is a Public system and anyone on the internet will be able to view the data in the created JAC tickets. Please don’t include Customer or Sensitive data in the JAC ticket.

    • Icon: Sub-task Sub-task
    • Resolution: Fixed
    • Icon: Low Low
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    • None
    • None
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      Issue Summary

      The Copy to Sandbox functionality will fail if the uncompressed XML file size is over 20GB and customers need to contact support if they want to copy files over 20GB.
      Source: Manage product sandboxes

      Expected Results

      Customers receive a pop up message asking them to contact Atlassian Support since their XML file size is over 20GB.

      Actual Results

      Customers can trigger a copy process from their end, the process times out with a generic error and the data is not copied to the Sandbox environment.

      Unable to copy data into your sandbox
      Dear <customer>,
      We were unable copy data into your Jira Software sandbox at <name>sandbox<id>.atlassian.net . Go to your sandbox at admin.atlassian.com and try again, or contact support.

      Cheers,
      The Atlassians

      From our logs, we also see a generic error:

      "status": "INCOMPLETE",
        "properties": {},
              "selections": [
                  "JIRA_SITE_IXPORT",
                  "SELECTIVE_GROUP_PRODUCT_PERMISSIONS",
                  "USERS"
      "statusMessage": "status code: 500, reason phrase: Internal Server Error
      "progressPercentage": 49,
          "progressProperties": null,
                      "operationKey": "jiraSiteIxport" 

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            IMPORTANT: JAC is a Public system and anyone on the internet will be able to view the data in the created JAC tickets. Please don’t include Customer or Sensitive data in the JAC ticket.

              • Icon: Sub-task Sub-task
              • Resolution: Fixed
              • Icon: Low Low
              • None
              • None
              • None
              • None

                Issue Summary

                The Copy to Sandbox functionality will fail if the uncompressed XML file size is over 20GB and customers need to contact support if they want to copy files over 20GB.
                Source: Manage product sandboxes

                Expected Results

                Customers receive a pop up message asking them to contact Atlassian Support since their XML file size is over 20GB.

                Actual Results

                Customers can trigger a copy process from their end, the process times out with a generic error and the data is not copied to the Sandbox environment.

                Unable to copy data into your sandbox
                Dear <customer>,
                We were unable copy data into your Jira Software sandbox at <name>sandbox<id>.atlassian.net . Go to your sandbox at admin.atlassian.com and try again, or contact support.

                Cheers,
                The Atlassians

                From our logs, we also see a generic error:

                "status": "INCOMPLETE",
                  "properties": {},
                        "selections": [
                            "JIRA_SITE_IXPORT",
                            "SELECTIVE_GROUP_PRODUCT_PERMISSIONS",
                            "USERS"
                "statusMessage": "status code: 500, reason phrase: Internal Server Error
                "progressPercentage": 49,
                    "progressProperties": null,
                                "operationKey": "jiraSiteIxport" 

                        Unassigned Unassigned
                        gfranck Gabriele Franck
                        Votes:
                        5 Vote for this issue
                        Watchers:
                        7 Start watching this issue

                          Created:
                          Updated:
                          Resolved:

                            Unassigned Unassigned
                            gfranck Gabriele Franck
                            Votes:
                            5 Vote for this issue
                            Watchers:
                            7 Start watching this issue

                              Created:
                              Updated:
                              Resolved: