Changes / Jira / Automations within Jira, Jira Service Management and JSM Assist experiencing delays for some users
Jira: Major incident: Automations within Jira, Jira Service Management and JSM Assist experiencing delays for some users
Summary
Jira reported major automation delays for some Jira, Jira Service Management and JSM Assist users, starting 2026-05-13 01:37 UTC and lasting 8 h 21 min. Services were fully operational and all delayed automation events processed at 2026-05-13 09:59 UTC; the postmortem cited a latent bug in the event processing pipeline.
Machine-written from the diff below (Sol; type: incident degradation). Check the diff before relying on it.
Major incidentLabel: degradation (model (Jev), 100%)Changed Detected Source: stspg.io (opens in new tab)
What changed
Before: not present
After: Automations within Jira, Jira Service Management and JSM Assist experiencing delays for some users
Before: not present
After: major
Before: not present
After: postmortem
Before: not present
After: 2026-05-13 01:37 UTC
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After: 2026-05-13 09:59 UTC
Before: not present
After: Administration, Authentication and User Management, Automation for Jira, Create and edit, Marketplace, Mobile, Notifications, Purchasing & Licensing, Search, Signup, Viewing content
Before: not present
After: At this time it is expected that impacted users may be experiencing delays for multiple hours on their automation events.
Our team is continuing to investigate this issue with urgency. We will provide further update within an hour.
Before: not present
After: Our team has identified a likely root cause of this issue and is actively working on a fix.
At this point in time the required steps to mitigate this issue are expected to take approximately three hours.
We will provide further update within three hours or sooner if further information is available prior to that time.
Before: not present
After: The root cause of this issue has now been confirmed by our incident response team.
We are working urgently to bring back normal automation processing to impacted users, and process historical events that were delayed by the impact of the incident.
We will provide further update within one hour or sooner if available.
Before: not present
After: Our team has been able to confirm that new automation events should now be processed correctly.
We are working through the processing of historical events that have been delayed by this incident and will provide an update on progress within one hour.
Before: not present
After: While new automation events are being processed correctly, our teams continue working through the processing of historical events that were delayed by this incident.
We will provide an update on the progress within one hour.
Before: not present
After: Our teams are actively processing events that were delayed during this incident. We will provide a further update once all delayed events have been processed.
Before: not present
After: We appreciate your patience during this incident. Our services are now fully operational and all delayed automation events have been processed.
Before: not present
After: ### Summary
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On May 12, 2026 between 19:01 and 20:46 UTC, a subset of Atlassian customers may have experienced delays in background operations and automation processes. Some background operations, such as notifications or search indexing, were delayed until May 14, 2026 19:25 UTC due to increased cross-region traffic.
The issue stemmed from a latent bug in the event processing pipeline. Automated monitoring detected the incident within 16 minutes, and it was mitigated through manual rollback within 1 hour and 45 minutes. Recovery of cross-region event delivery from the affected timeframe took 48 hours due to infrastructure scale constraints.
### IMPACT
###
During the incident, customers may have experienced delays in background operations like automation, search indexing, notifications, and permission synchronization. The event processing pipeline distributes events between Atlassian services to support these background operations.
- On May 12, 2026, at 19:01 UTC, the deployment of a routing configuration increased event volume across cross-region services. At 20:46 UTC, rolling back routing configurations resolved the issue.
- Processing the accumulated cross-region message backlog finished by May 14, 2026, at 19:25 UTC.
**Automation & Jira Service Management**
Some Atlassian customers experienced event-triggered rules delayed or executed multiple times during the recovery window.
**Confluence**
Some Atlassian customers experienced delays in search indexing and possible duplicate notifications and automation rule executions during the recovery window.
### ROOT CAUSE
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The issue arose from the deployment of a routing configuration change to the event processing platform, exposing a latent bug in legacy configurations. This change distributed higher volume of events to cross-region services. Cross-region services validated and discarded extra events but needed greater scale to handle the increased influx.
The mitigation involved rolling back the configuration change in the event platform. Recovery involved scaling cross-region services to handle higher inbound traffic.
### REMEDIAL ACTIONS PLAN & NEXT STEPS
###
We know that performance degradations impact your productivity. While we have a number of testing and preventative processes in place, this specific issue wasn’t identified because the change was related to a very specific kind of legacy case that was not picked up by our automated continuous deployment suites and manual test scripts.
We are prioritizing the following improvements to help prevent similar incidents in future:
- Enhance runtime metrics across critical-path configurations to predict change impact before deployment.
- Enhance failover capabilities to create and replace infrastructure components to respond faster to increased processing demands.
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
First version of this incident archived by Rewindex. View the live incident (opens in new tab).
History of this incident
| When (UTC) | Change | Kind |
|---|---|---|
| Major incident: Automations within Jira, Jira Service Management and JSM Assist experiencing delays for some users (this change) Jira reported major automation delays for some Jira, Jira Service Management and JSM Assist users, starting 2026-05-13 01:37 UTC and lasting 8 h 21 min. Services were fully operational and all delayed automation events processed at 2026-05-13 09:59 UTC; the postmortem cited a latent bug in the event processing pipeline. | Major incident |