Jira Service Management Incident History

Our notification provider has identified the root of the issue that is causing voice call failures to some India-based mobile numbers. We understand the inconvenience this may cause and appreciate your patience while our provider works on restoring the service. If you have experienced any issues with voice notifications, please contact our Support for assistance.

A small number of voice notifications for Jira Service Management and Opsgenie customers using India based mobile numbers may fail. Customers may see failed voice call logs and not receive the expected paging call. Our 3rd party notification provider is actively working towards restoring the voice notification delivery and we will provide updates once the issue is resolved. If you need any further support or information, please reach out to our support team.

We are working with our notification provider to resolve the issue. We will provide another update in 24 hours or as soon as more information becomes available.

Our team has been able to validate that all rule executions are performing normally and this issue is now resolved.

The team has identified a root cause and after initial testing, is now enacting scaling changes to help to prevent these rule execution delays. We'll monitor performance over the next 24 hours and provide an update at that time or sooner if we can confirm the improvement is in place.

Our teams are continuing to investigate delays in Jira and Jira Service Management automation rule executions for some customers. We are seeing signs of improvement, but affected users may still experience delays. We'll share updates here as more information is available.

We are actively investigating reports of performance degradation affecting Automation rules for Jira and Jira Service Management. We will share updates here as more information is available.

On July 20, 2026, some Jira and Jira Service Management users may have experienced performance degradation of automation rule executions. The issue has now been resolved, and the service is operating normally for all affected customers.

We have identified the likely cause of the issue, and our teams are diligently working on a mitigation. We are currently seeing signs of improvements, however, affected users may experience delays in Jira and Jira Service management Automation rule executions. We'll continue to share additional updates here as more information is available.

We are actively investigating reports of performance degradation affecting Automation rules for Jira and Jira Service Management. We will share updates here as more information is available.

## Summary On Jul 6, 2026, between 06:51 and 20:17 UTC, Atlassian customers using cloud products in European (EU) regions experienced service disruptions affecting automation rule execution, user search, user picker, and related workflows. The incident began when a core identity service experienced database saturation in EU regions, increasing latency and error rates. While responders worked to restore capacity, an emergency mitigation was applied which blocked automation rules from accessing the identity endpoint. In parallel, the elevated identity latency contributed to a cascading failure in a downstream user search service, degrading user search and user picker experiences across multiple products. Service was progressively restored after additional database read capacity was added, the emergency block was removed, and the user search service was manually scaled up. ## Impact The incident affected customers across multiple Atlassian products in EU regions on Jul 6, 2026 between 06:51 and 20:17 UTC. - **Core Identity service degradation:** elevated intermittent access denied rates were observed across products in EU regions. - **Automation rule execution failures:** automation rules using the default user (Automation for Jira) in Jira, Jira Service Management, and Jira Product Discovery in EU regions failed with a permissions error. - **User search and user picker failures:** user search success rates dropped significantly in EU regions, with user picker capability largely unavailable across products. ## Root Cause The incident originated from a recent configuration change that reduced the cache lifetime for a core identity service. As EU workday traffic ramped up on July 6, 2026, a larger share of requests began reaching the backing database directly rather than being served from cache. The EU databases did not have sufficient regional capacity to absorb the increased load, and database CPU reached saturation, causing elevated intermittent access denied rates. As part of the mitigation, an emergency block was applied to reduce load on the saturated identity service database and prioritize restoring the core identity service. This inadvertently prevented automation rules from passing their pre-execution permission checks, causing them to fail. The extended duration was primarily due to a secondary wave of automation rule failures caused by the processing limit throttling. In parallel, the sustained degradation caused increased latency and intermittent failures across products that depend on these checks, and contributed to a cascading failure in a downstream user search service. As a result, user search and user picker experiences became largely unavailable in EU regions until the permissions service recovered and the user search service was scaled up to restore capacity. ## Remedial Actions Plan & Next Steps We know outages impact customers' productivity. Atlassian is prioritizing the following actions to help prevent similar incidents in future: - **Improve safeguards for high-impact emergency mitigations:** Harden operational tooling so mitigation steps that could disable customer-facing workflows require additional review. - **Strengthen identity infrastructure capacity and change safety:** Review regional database sizing and capacity headroom to reduce the risk of saturation during peak traffic periods, and refine the assessment process for configuration changes so downstream load impact is evaluated before production rollout. - **Strengthen resilience against cascading failures from upstream degradation:** Audit backpressure handling, circuit breaker configuration, and autoscaling behavior in services, so that upstream degradation does not cause broader product impact across user search, user picker, and related experiences. - **Harden replay mechanisms for Automation rule failures:** Increase resilience of automation rules to reduce impact associated with incidents occurring in dependencies.. We recognize how critical reliable product workflows are for our customers, and we apologize to customers who were impacted by this incident. Thanks, Atlassian Customer Support

On July 6th 2026, between 06:51 UTC to 09:39 UTC some users may have experienced issues related Automation, and  between 08:10 UTC to 11:50 UTC some users may have experienced issues related to user-search, user-picker and assets in the EU-Region. The issues have now been resolved and the services are operating normally for all the customers.

We have applied the fix to mitigate the issue and are seeing recovery. We continue to monitor the situation and should be fully recovered soon. We should be able to provide more updates in the next one hour or earlier.

We are still seeing some issues with user-search, user-picker and assets across with the EU-Region. We continue to investigate the situation and will provide additional updates in the next one hour or sooner.

We have successfully applied the fix and are seeing recovery. Automation capabilities are being restored and should operate normally going forward. Data processing requests submitted during the outage period were not completed due to service unavailability. We continue to monitor the situation and expect full recovery within the next hour. We will provide additional updates in the next one hour or sooner.

We are investigating issues affecting your services. We are actively working to identify the cause and resolve the issue. We will provide further updates within one hour.