Jira Service Desk incident
Duplicate issues being created in Jira Service Management and Jira
Jira Service Desk experienced a minor incident on September 11, 2025 affecting Jira Service Management Web and Service Portal and 1 more component, lasting 12d 13h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 11, 2025, 09:39 AM UTC
We are investigating the issue of duplicate issues being created in Jira Service Management and Jira. The team is working on identifying and taking actions to mitigate the issue and minimize the impact.
- identified Sep 11, 2025, 10:30 AM UTC
We continue to work on resolving the cause of the duplicate issue creation in Jira Service Management and Jira. We have identified the root cause and expect recovery shortly.
- identified Sep 11, 2025, 10:53 AM UTC
We continue to work on resolving the cause of the duplicate issue creation in Jira Service Management and Jira. We have identified the root cause and expect recovery shortly.
- monitoring Sep 11, 2025, 04:05 PM UTC
Root cause of the issue was identified to a code change. To fix the issue, we have reverted the code change and we expect the behaviour to be back to normal. Atlassian team is working on creating steps or a script to remove the duplicate issues created. We request customers not to delete these duplicate issues on your own to avoid any other issues.
- monitoring Sep 11, 2025, 04:08 PM UTC
We are continuing to monitor for any further issues.
- monitoring Sep 11, 2025, 04:10 PM UTC
Root cause of the issue was identified to a code change. To fix the issue, we have reverted the code change and we expect the behaviour to be back to normal. Atlassian team is work on creating steps or a script to remove the duplicate issues created. We request our customers not to delete these duplicate issues on your own to avoid any other issues.
- monitoring Sep 15, 2025, 09:11 AM UTC
Atlassian team is in the process of moving the worklogs back to the original issues. Root cause of the issue was identified to a code change. To fix the issue, we had reverted the code change and the behaviour is back to normal. We request customers not to delete these duplicate issues on your own to avoid any other issues.
- monitoring Sep 15, 2025, 09:14 AM UTC
Atlassian team is in the process of moving the worklogs back to the original issues. Root cause of the issue was identified to a code change. To fix the issue, we had reverted the code change and the behaviour is back to normal. We request customers not to delete these duplicate issues on your own to avoid any other issues.
- monitoring Sep 15, 2025, 09:18 AM UTC
Atlassian team is in the process of moving the worklogs back to the original issues. Root cause of the issue was identified to a code change. To fix the issue, we had reverted the code change and the behaviour is back to normal. We request customers not to delete these duplicate issues on your own to avoid any other issues.
- monitoring Sep 17, 2025, 01:31 PM UTC
For the affected customers who have Tempo installed; the script will be delayed as we await confirmation from Tempo on next steps. For other affected customers, Atlassian team is in the process of moving the worklogs back to the original issues. Root cause of the issue was identified to a code change. To fix the issue, we had reverted the code change and the behaviour is back to normal. We request customers not to delete these duplicate issues on your own to avoid any other issues.
- identified Sep 17, 2025, 01:33 PM UTC
The issue has been identified and a fix is being implemented.
- monitoring Sep 17, 2025, 01:37 PM UTC
Affected customers who have Tempo installed; the script will be delayed as we await confirmation from Tempo on next steps. For other affected customers, Atlassian team is in the process of moving the worklogs back to the original issues. Root cause of the issue was identified to a code change. To fix the issue, we had reverted the code change and the behaviour is back to normal. We request customers not to delete these duplicate issues on your own to avoid any other issues.
- resolved Sep 24, 2025, 12:34 AM UTC
Our team has completed restoration of customer environments for the vast majority of those impacted by this issue. We will continue working with the final impacted customers to ensure we reach a full resolution. If you are still experiencing any issues relating to these duplicate issues being created we encourage you to reach out to our support team who will assist with completing any additional tasks that are remaining.