Is Atlassian Jira Service Management Down?

On 01st Oct 2026, between 01:00 UTC and 07:25 UTC, users may have seen missing job execution, including delayed email-to-ticket processing and schedules that do not run as expected. We have now implemented a fix and and services have been restored to normal operation for affected customers. The impact to support tickets with missing SLA component and delayed notifications have also confirmed recovery. Note: For Bitbucket customers, if there was any scheduled pipelines that did not run during the incident window, you may wait for the next scheduled execution or trigger them manually. --- [2026-10-01T07:01:47.734Z] (identified) Our teams continue to work on recovery until the incident is fully resolved. We will provide further updates if we have significant progress to share. There is also an impact to the new support tickets created in terms of missing SLA component, notifications which may be affecting the response times and backlog management of some tickets. --- [2026-10-01T05:00:54.985Z] (identified) Our teams continue to work on recovery until the incident is fully resolved. We will provide further updates if we have significant progress to share. Along with impact to scheduled and asynchronous work across several products, we also identified SLA component in Jira Service Management is not appearing as expected. --- [2026-10-01T04:03:57.506Z] (identified) Our teams have taken corrective steps to mitigate the issue and are observing some improvements. We continue to monitor the situation and will take necessary actions until the incident is fully recovered. --- [2026-10-01T03:47:44.654Z] (identified) Our teams have identified the root cause of this incident and is now actively working on mitigating the issue. We will provide further updates within an hour or sooner if we have any significant progress to share. --- [2026-10-01T02:55:55.862Z] (investigating) Job processing and job scheduling is degraded, which is affecting scheduled and asynchronous work across several products, including Jira, Confluence and Bitbucket Cloud. Affected users may see delayed or missing job execution, including delayed email-to-ticket processing and schedules that do not run as expected.

On September 24th 2026, some Jira and JSM users in the US region may have experienced a performance degradation impacting Jira issue creation, issue viewing, and board loading. The issue has now been resolved, and the service is operating normally for all affected customers. --- [2026-09-24T14:58:28.180Z] (monitoring) Mitigations have been deployed and we are seeing positive signs of recovery across Jira. Issues viewing work items, loading boards, and creating tickets are subsiding. We are continuing to monitor system health to ensure full stability and will share our next update within 60 minutes. --- [2026-09-24T13:54:20.515Z] (investigating) We continue to investigate the issue impacting Jira issue creation, issue viewing, and board loading. Our teams remain engaged on identifying a resolution. We will provide the next update in 1 hour, or sooner if there is material progress.

### Summary On September 14, 2026, between 15:30 and 17:10 UTC, Atlassian customers using Opsgenie, Jira Service Management, and Compass experienced delays in receiving alert notifications and intermittent failures when using Ops features. The issue was triggered by long-running transactions in a core service, which led to thread pool exhaustion and caused subsequent requests to become unresponsive. The long-running transactions were caused by a configuration change released between September 9, 2026 and September 11, 2026 UTC. The team actively monitored the impact of the change on the system until early September 14, 2026 UTC, and observed no anomalies. However, increasing traffic during US working hours on September 14, 2026, caused these unexpectedly long-running transactions. The incident was detected within one minute by our automated monitoring systems, and full service stabilization occurred after isolating and rolling back the change on September 14, 2026 at 17:10 UTC. ### IMPACT The incident primarily affected Ops features across Opsgenie, Jira Service Management, and Compass for customers hosted in the US region. During the incident, the end-to-end flow for alert creation and notification delivery experienced an average delay of 22 minutes. No alerts or notification payloads were dropped during the incident; all queued events were successfully processed and delivered as services recovered. Additionally, related Ops API endpoints and Web UI flows experienced elevated latency and intermittent errors. The disruption began at 15:30 UTC and was resolved by 17:10 UTC (total duration: 1 hour and 40 minutes). Engineering teams were alerted immediately via backup disaster-alerting pipelines and began mitigation without delay. However, the disruption affected internal notification and coordination flows between cross-functional teams (including Customer Support and Incident Communications), which resulted in delays in publishing external Statuspage updates. ### ROOT CAUSE The incident was triggered when a newly released configuration change made redundant downstream service calls on every page load, causing a traffic spike. The configuration change, released between September 9, 2026, and September 11, 2026, was actively monitored for impact until early September 14, 2026. However, a traffic spike during US working hours caused unexpected issues. The downstream service began rate-limiting requests, and an aggressive retry strategy without sufficient backoff held worker threads open, leading to pool exhaustion and timeouts on incoming critical traffic. ### REMEDIAL ACTIONS PLAN & NEXT STEPS The incident was mitigated by disabling the feature flag that triggered the inter-service rate limiting. We understand reliable access to Atlassian products is critical for your teams. We are prioritizing the following actions to prevent recurrence: - **Improve Service-to-Service Resilience** - Review and adjust rate-limiting configurations between internal services. - Optimize retry strategies to prevent long-running transactions and keep the impact isolated to problematic point. - **Improve Architectural Isolation** - Refine the architecture of this core service to have more isolation between different transactions so that degradations in one transaction type do not impact unrelated critical flows. - **Improve Proactive Alerting** - Add early-warning alerts for thread pool saturation and elevated inter-service rate-limit responses before they impact end users. - Implement backup alerting processes for customer support and incident communication paths 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 --- [2026-09-14T17:43:30.670Z] (resolved) On September 14, 2026, Opsgenie and Jira Service Management experienced a disruption, and impacted users saw delayed alerts notification and inability to view the alerts in the user interface. The issue has now been resolved, and the service is operating normally for all affected customers. --- [2026-09-14T17:27:32.434Z] (monitoring) The issue has now been resolved, and services are operating normally for all affected customers. We will continue to monitor closely to confirm stability. --- [2026-09-14T17:16:20.108Z] (identified) We have identified the likely cause of the issue, and our teams are diligently working on a mitigation. We will continue to share additional updates here as more information is available. --- [2026-09-14T16:46:06.429Z] (investigating) We are actively investigating reports of a service disruption affecting Opsgenie and Jira Service Management. We will share updates here as more information is available.