Customers missing in Service Management

Good morning.

We've came into work this morning and all our customers are missing from Jira. The organisations are there but every registered customer is missing.

Is this a known issue or just a blip?

Please advise.

Thanks,

Mark

10 answers

1 accepted

0 votes

Answer accepted

Taken from https://jira-service-management.status.atlassian.com/

Jul 6, 2026
Resolved - On July 6th 2026, between 06:51 UTC to 09:39 UTC some users may have experienced issues related Automation, and between 08:10 UTC to 11:50 UTC some users may have experienced issues related to user-search, user-picker and assets in the EU-Region.

The issues have now been resolved and the services are operating normally for all the customers.
Jul 6, 13:04 UTC
Monitoring - We have applied the fix to mitigate the issue and are seeing recovery.

We continue to monitor the situation and should be fully recovered soon. We should be able to provide more updates in the next one hour or earlier.
Jul 6, 12:25 UTC
Investigating - We are still seeing some issues with user-search, user-picker and assets across with the EU-Region.

We continue to investigate the situation and will provide additional updates in the next one hour or sooner.
Jul 6, 11:46 UTC
Monitoring - We have successfully applied the fix and are seeing recovery. Automation capabilities are being restored and should operate normally going forward. Data processing requests submitted during the outage period were not completed due to service unavailability.

We continue to monitor the situation and expect full recovery within the next hour. We will provide additional updates in the next one hour or sooner.
Jul 6, 10:04 UTC
Investigating - We are investigating issues affecting your services.

We are actively working to identify the cause and resolve the issue. We will provide further updates within one hour.
Jul 6, 09:23 UTC

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1 vote

We are experiencing the same issue.

When searching under Site for “Customers with portal access”, all customers are still visible. However, within the affected project, the Organizations are still present, but the customer lists are empty, exactly as shown in the OP’s screenshot.

Customers are still able to access the portal and create tickets. However, workflows and assignments via automation are not working correctly and are running into errors. In our case, automations are failing with the following error:

"Actor does not have permission to view the event that triggered this execution."

Edit: I just noticed that using a customer in a JQL query also does not provide any autocomplete suggestions. For example, when using

reporter = xxx AND resolution is not EMPTY

then Jira does not suggest the customer/user as it normally would in the dropdown.

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Comment

Thank you! Sounds like we're all in the same position then.

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Like • Susan Waldrip likes this

We have the same issue this morning

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Like • Susan Waldrip likes this

It looks like the issue has been fixed. Customers are visible again and can be selected in JQL queries. Automation is running without errors.

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1 vote

Hello @Mark

It could be that there is an incident affecting the database, which has not been published yet.

I see more and more Tickets raising so that definitely already get attention from Atlassian.

Please have a little patience.

Best,
Arek 🤠

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Will do - thanks!

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@Mark

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Like • like this

Thanks - we await a resolution :)

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Like • Susan Waldrip likes this

0 votes

Looks like its still unresolved issue

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0 votes

We are having the same issue at our university, we need a fix for this urgently as our workflows are dependent on the customer field to be able to transition between workflows.

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Comment

Our customer are starting to come back in our production instance. However, we have left the system as 'at risk' until we hear from Atlassian.

All our integrations also stopped working from other system (In and Out), so it looks like it is going to be a long afternoon. :(

Can't wait for the PIR on this one.

Hope everyone else isn't feeling the pain too much.

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Like • Susan Waldrip likes this

0 votes

The same problem here. It looks like a global problem.

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Comment

Fixed.

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0 votes

Same issue here having the "People and Access" section emtpy. Already opened an issue to Atlassian but no response yet.

Screenshot 2026-07-06 alle 11.22.08.png

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0 votes

Seems to be a wider issue, since we cannot find any assignees or reporters either. Also affecting all sorts of other things, such as Automation for Jira actor in automation apparently having no access to anything and automations failing due to it.

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0 votes

Hi Mark,

I would say this is an incident on Atlassian's side. There is still nothing reported on the status page, but I expect they will post an update shortly.

I'm also seeing some other cloud-related failures affecting users, so I believe these issues may be correlated.

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Comment

0 votes

Have you checked in customer access?

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Comment

Yes, this should always show only the customers who have been invited.

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Like • Susan Waldrip likes this

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Customers missing in Service Management

10 answers

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