Atlassian Customer Service Management incident
Degraded performance of Cloud Products when selecting users or teams
Resolved after 5 hours 12 minutes, affecting Customer experience and Customer Service Management AI agent and 1 more, on February 20, 2026.
We understand that customers using Customer Service Management, Jira, Jira Service Management and Confluence may be experiencing difficulties with user and team selection in certain system and custom fields. We are continuing to work towards mitigating this issue for all users and products. We anticipate our next update to be posted within 6 hours or sooner based on significant progress.
Affected components
Update timeline
- identified Feb 20, 2026, 07:13 AM UTC
We understand that customers using Customer Service Management, Jira, Jira Service Management and Confluence may be experiencing difficulties with user and team selection in certain system and custom fields. We are continuing to work towards mitigating this issue for all users and products. We anticipate our next update to be posted within 6 hours or sooner based on significant progress.
- identified Feb 20, 2026, 12:26 PM UTC
We understand that customers using Customer Service Management, Jira, Jira Service Management and Confluence may be experiencing difficulties with user and team selection in certain system and custom fields. We are continuing to work towards mitigating this issue for all users and products. We anticipate our next update to be posted within 6 hours or sooner based on significant progress.
- resolved Feb 20, 2026, 12:26 PM UTC
This issue has been resolved and all services are functional.
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