Atlassian Customer Service Management incident

Degraded performance of Cloud Products when selecting users or teams

Minor Resolved View vendor source →

Atlassian Customer Service Management experienced a minor incident on February 20, 2026 affecting Customer experience and Customer Service Management AI agent and 1 more component, lasting 5h 12m. The incident has been resolved; the full update timeline is below.

Started
Feb 20, 2026, 07:13 AM UTC
Resolved
Feb 20, 2026, 12:26 PM UTC
Duration
5h 12m
Detected by Pingoru
Feb 20, 2026, 07:13 AM UTC

Affected components

Customer experienceCustomer Service Management AI agentSupport websiteEmail requestCustomer Service Management spacesCustomer profilesAutomation for Jira

Update timeline

  1. 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.

  2. 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.

  3. resolved Feb 20, 2026, 12:26 PM UTC

    This issue has been resolved and all services are functional.