Summary
On August 7, the External Data for Jira Fields – Extension experienced rendering issues on the Global Create Issue Screen. A platform change by Atlassian caused fields with dependencies to misbehave, affecting customer work item creation. After investigation and reproduction work, we escalated to Atlassian with a minimal test case. They deployed a fix on August 8. During the incident, we shipped improvements to reduce customer impact.
Impact
Affected Components: Extension fields of type Search Field and Info Panel with dependencies on the Global Create Work Item Screen
Symptoms:
- Search Fields sometimes lost selected values after selection
- Info Panels repeatedly reloaded
- Required fields blocked work item creation when affected
Data integrity: No data loss; issues limited to UI interaction
Timeline (UTC)
- 08‑07 08:07 - First support ticket reported flashing Info Panel
- 08‑07 09:41 - Internal triage and investigation began
- 08‑07 14:30 - Incident declared internally
- 08‑07 14:58 - Created public incident on status page
- 08‑07 15:39 - Escalated to Atlassian with video and code example
- 08‑07 18:58 - Atlassian acknowledged and began active investigation
- 08‑07 22:25 - Atlassian posted public incident: https://jira-work-management.status.atlassian.com/incidents/82mmpdj46q9l
- 08‑08 10:15 - Deployed improvement for affected fields
- 08‑08 11:35 - Atlassian deployed fix; behavior returned to normal
- 08‑08 14:12 - Verified fix internally and with customers; closed incident
Root cause analysis
Initial investigation was challenging as the platform change wasn't immediately apparent. Eventually, we identified that an Atlassian platform change in the create work item experience caused dependent custom fields (Search Field, Info Panel) to re‑evaluate unexpectedly. Atlassian did not provide detailed technical specifics of the change.
Resolution and recovery
- Immediate Action: Deployed client‑side improvement to stabilize affected fields
- Platform Fix: Atlassian reverted/adjusted their change, restoring original behavior
- Verification: Confirmed through manual testing and customer feedback
Learnings & Improvements
- Enhanced field resilience to reduce impact from similar platform changes
- Reviewed and refined incident response process