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  1. Atlassian Cloud
  2. CLOUD-10910 Sandbox environment for Cloud (see sub-tasks for specific features)
  3. CLOUD-11386

Improve error handling when Copy to Sandbox fails if uncompressed XML file size is over 20GB


    • Icon: Sub-task Sub-task
    • Resolution: Fixed
    • Icon: Low Low
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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.

      The Atlassians

      From our logs, we also see a generic error:

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

            Unassigned Unassigned
            gfranck Gabriele Franck
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