Why does my ticket contents not load when opening a ticket?

[Charles Hanekom]

I have some users that this happens to and some that it does not. When they open the ticket, it loads the page, but then the contents of the ticket is missing. Sometimes with the heading of the ticket or the subject and sometimes the entire contents and comments are gone. 

This started happening yesterday and is sporadically influencing staff. Not all can replicate. 

[Karan Sachdev]

Hey @Charles Hanekom

Good day!

As @Marc -Devoteam- pointed out, there are no active incidents that might be affecting the functionality you mentioned.

Also, given the nature of the issue, it would be difficult for the community members to help with suggestions.

I suggest that you monitor the behaviour, collect all the relevant details and contact the support team for assistance. I understand it's intermittent, but a screen recording showing the behaviour would be helpful in this case.

Thanks!

[Charles Hanekom]

This is what an open ticket looks like. I was hoping someone else has experienced it as well and could confirm this is a new bug or not. 

Thanks for the advice. 

[Karan Sachdev]

Hey @Charles Hanekom

Such issues are generally specific to the environment. Since it is sporadic, there could be multiple factors like network related latency, VPN connectivity, some add-ons in the browser etc. (apart from the Jira related factors).

The generic advice would be to clear the browser cache and cookies etc, try it in private mode/incognito mode etc and observe the behaviour.

Since you're on a paid plan, I recommend contacting the support team for assistance in this case.

Thanks!

[Marc -Devoteam-]

Hi @Charles Hanekom 

There are currently no active issues with Atlassian Jira, https://status.atlassian.com/ 

Are users running the latest browser version?

Can they try another browser or incognito window, disable browser add-ons or clear cache and cookies.

Where are your apps resided, you can check this in Atlassian administration, might be worth to see in which region you instance is located.

See Data Residency option.

[Charles Hanekom]

Hi Marc

Browser is up to date. Seems only Chrome related. 

Cache has been cleared. Other browsers work fine. Seems no location is even set for any of the apps we have under atlassian. Weird. 

[Marc -Devoteam-]

Hi @Charles Hanekom 

Not for 3rd party app, only some offer data residency.

But for the Atlassian products (apps) are they set in your region?