Changes / Jira / Increased error rates on Jira and Jira Service Management Ecosystem Apps
Jira: Major incident: Increased error rates on Jira and Jira Service Management Ecosystem Apps
Summary
Jira reported a major incident involving increased API error rates in Jira and Jira Service Management Ecosystem Apps, starting 2026-02-12 10:44 UTC and lasting 6 days 21 h. Forge and Connect apps were unaffected. The vendor ran a restoration process for affected apps and resolved permission errors across all Apps; the incident was resolved at 2026-02-19 08:04 UTC.
Machine-written from the diff below (Sol; type: incident outage). Check the diff before relying on it.
What changed
Before: not present
After: Increased error rates on Jira and Jira Service Management Ecosystem Apps
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After: major
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After: resolved
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After: 2026-02-12 10:44 UTC
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After: 2026-02-19 08:04 UTC
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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: We are investigating an issue with Increased error rates on APIs in Jira and Jira Service Management Ecosystem Apps.
We will continue to share additional updates here as more information is available.
Forge and Connect apps are not affected.
Before: not present
After: Our teams are in the final stages of mitigation. We will continue to share additional updates here as more information is available.
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After: We have identified the cause of the issue, and our teams are diligently working on a mitigation. Affected users may experience increased error rates on APIs in Jira and Jira Service Management Ecosystem Apps.
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After: Our teams identified two fix paths: a quick fix and a longer, time-consuming fix. We will test the quick fix over the weekend and, if no issues arise, implement it on Monday.
We will provide the next update on Monday, Feb 16, 2026.
Before: not present
After: Impact
Ecosystem, Jira, and Jira Service Management customers might experience API call failures when using OAuth 2.0 apps, receiving 'The app is not installed on this instance' errors. The incident is attributed to OAuth scope mismatches between different internal services. Approximately 17,168 clients could be potentially affected, involving several cloud instances. The incident has resulted in 2LO permissions being incorrectly enabled, causing potential access issues. Some customers may notice unauthorized system users in their directories, which currently pose no identified security risk.
Current Status
The short term fix involving Workspace ARI's will be rolled out cautiously over today and should resolve some highly impacted installations.
Full restoration via backfill scripts is being developed, though this will at least take the remainder of the week to cautiously roll out to production.
Next Steps
The backfill process for a permanent data correction is set to begin, with rigorous monitoring planned to observe system behavior.
New communication updates are scheduled to occur within the next 12 hours, or sooner if significant developments arise.
If you believe that you are impacted by this incident, and need assistance, then we recommend raising a support ticket.
Before: not present
After: Our teams have identified customers that are actively experiencing issues relating to loss of access to their apps, and we are progressively rolling out a fix to these customers with urgency.
We will provide further update within 24 hours or sooner if available.
Before: not present
After: Our team is continuing to work on correcting the impact from this issue. A tested and validated process is now running to restore affected apps and our team is closely monitoring traffic to help to rule out any issues.
Please raise a support request if you require further assistance.
An update will be provided within 72 hours with our status on the backfill operation and estimated time to completion.
Before: not present
After: Our team has resolved the permission errors relating to this incident across all Apps, and we will continue to monitor for any unexpected issues.
For customers still experiencing errors, this may indicate a legitimate permission configuration issue on your side and should be investigated as usual.
We'll provide another update within 24 hours on the results of our monitoring.
Before: not present
After: This issue is resolved. In our monitoring no other unexpected issues were seen.
For customers still experiencing errors, this may indicate a legitimate permission configuration issue on your side and should be investigated as usual.
Before: not present
After: This issue is resolved. In our monitoring no other unexpected issues were seen.
For customers still experiencing errors, this may indicate a legitimate permission configuration issue on your side and should be investigated as usual.
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: Increased error rates on Jira and Jira Service Management Ecosystem Apps (this change) Jira reported a major incident involving increased API error rates in Jira and Jira Service Management Ecosystem Apps, starting 2026-02-12 10:44 UTC and lasting 6 days 21 h. Forge and Connect apps were unaffected. The vendor ran a restoration process for affected apps and resolved permission errors across all Apps; the incident was resolved at 2026-02-19 08:04 UTC. | Major incident |