All Jira products experiencing degradations

Summary

On May 20, 2025, between 13:10 UTC and 22:12 UTC, a small subset of Atlassian customers using Jira Software and Jira Service Management products were unable to access certain functionality, such as creating, viewing, or editing boards, issues, filters, and Jira Service Management requests. The root cause was data duplication in our software related to upgrades of (non-faulty) third party apps.

The incident was detected within 4 minutes by Automated Monitoring, and mitigated through the subsequent 8 hours and 58 mins.

Factors that prolonged the impact of the incident included:

• An attempt to mitigate the issue by disabling the (non-faulty) apps was ineffective because the disablement mechanism was not integrated with the affected data source
• Attempts to manually rectify the data in the database were hampered by the binary storage format used for the data (necessary for performance reasons)

IMPACT

During the impact period stated above, Jira Software and Jira Service Desk sites that had a specific version of the third party apps installed were impacted. For the duration of the incident, functionality such as creating, viewing, or editing of boards, issues, filters, and Jira Service Management requests was unavailable on those sites.

ROOT CAUSE

During the process of version upgrade for the third party apps with dynamic modules, duplicated data was left behind due to a bug in Atlassian systems triggered during a prior upgrade.

REMEDIAL ACTIONS PLAN & NEXT STEPS

We know that outages impact your productivity. While we have a number of testing and preventative processes in place, this specific issue wasn’t identified during development because of the specific sequence of events required to trigger the latent duplicate data to impact the product’s functioning.

We are prioritizing the following improvement actions to avoid repeating this type of incident:

• Detecting and repairing duplicated data at the source
• Updating the faulty “write” subsystem to prevent further duplication of data

Furthermore, we are taking steps to enable swifter mitigation should such an incident occur in the future. We are:

• Enhancing app disablement tooling (and its documentation) to make it simple and effective to deploy against this class of issue
• Enhancing validation of the app upgrade process
• Developing an affordance for viewing, repairing, and modifying specific app data

We apologize to customers whose services were impacted during this incident; we are taking immediate steps to improve the platform’s performance and availability.

Thanks,

Atlassian Customer Support