URGENT: NCR sub-task Description not loading since 11/05 – Escalation Request

[Pavan Rai]

Hello Atlassian Support / Community,

We are experiencing a persistent bug on our NCR board (Non Conformance Report) in Jira Cloud (https://saarmstrong.atlassian.net) since 11/05/2026.

Issue Details:
- Sub-task Description and Summary fields intermittently fail to load or take several minutes.
- Only affects NCR board; other Jira projects load normally.
- Workarounds attempted: refresh page, open sub-task in new tab, clear browser cache.

Impact:
- 10+ days of disrupted workflow
- Users cannot reliably view sub-task information
- Management is requesting urgent resolution

Previous Report:
- Raised internally by Jen Payne, but issue remains unresolved.
- Known Jira Cloud bug: JRACloud-98260

Request:
- Immediate escalation to ensure resolution
- Priority flagging (P1 / high impact)
- Estimated timeline for fix

Screenshots attached.

[Marc -Devoteam-]

Hi @Pavan Rai 

Could be a board issue (backend corruption).

Can you try to create a new board with the same filter and configuration, does this solve the issue?

[Pavan Rai]

Hi Marc,

Unfortunately this is not a simple workaround for us, as the NCR board is actively used on a daily basis to report and manage shop floor issues.

We also have multiple automations, filters, dashboards and Power BI reports linked to the existing board configuration, so creating a new board would risk conflicts with existing data, reporting continuity and current workflows.

At present we are looking for a resolution to the underlying issue rather than rebuilding the board structure.

[Marc -Devoteam-]

Hi @Pavan Rai 

Then raise an issue, with support, you need to be an admin in Jira or higher level admin on the instance to raise a support issue.

But a new board should not cause issues, you mention, you could use the same filter you use for the broken board

Dashboards, do not relate to a board on a space.

Automations are only affected if API calls based on boardID are used otherwise there is no relation, the same applies to power BI.

Power BI uses information provided to the application, based on an app or API calls, I seriously doubt they use boardID

Also creating a new board with the same filter as the old board, won't remove the exiting board.

[Pavan Rai]

Hi Marc,

I understand that creating a new board using the same filter may not directly affect the existing dashboards, automations or Power BI reporting as originally thought.

However, due to how heavily the current NCR board is used on a daily basis across the business, we are still hesitant to move to a newly created board without first understanding the underlying cause of the issue and confirming there would be no disruption to current workflows or reporting continuity.

At present we are raising approximately 5–10 NCRs per day, so transitioning users, validating configurations and rechecking existing processes would still require significant time and coordination.

Based on the feedback received, I believe this may require escalation through Armstrong Canada / Jira administration so the issue can be investigated further with Atlassian support, which may also explain why I was unable to raise the request directly myself.

Thank you,

[Marc -Devoteam-]

Hi @Pavan Rai 

What are you referring to a board in a Jira space is baed on a filter.

So there is no need for any risk on creating a new board.

It's just an extra board on the project, a board only shows work items there based on it's filter, that the purpose of a board.

Yes, if you are not in an admin role, or any of your companies users are and the instance is managed externally, they should be able to raise the issue at Atlassian.

[Nikola Perisic]

Hi @Pavan Rai 

I do understand the impact that this causing. Since you have Enterprise, did you raise a support ticket for Atlassian for P1? I did see the ticket that you have raise. I can't do more than recommended troubleshooting steps provided. I've requested the assistance. You should be contacted in 2 business days.

[Pavan Rai]

Hi Nikola,

Thanks for the response and for requesting additional assistance internally.

The original Enterprise support ticket was raised internally by a colleague (Jen Payne). I attempted to raise a separate support request directly myself, however the Atlassian support portal returned a service connection / Cloud URL recognition error (attached), which prevented the request from being submitted successfully.

Unfortunately the issue is still ongoing since 11/05 and continues to significantly impact our NCR workflow and day-to-day operations, as users are unable to reliably load and review sub-task information.

Any further escalation or updates would be greatly appreciated.

[Pavan Rai]

Hi Nikola,

please can you advise on the below?