Sorry to hear about this problem. We were experiencing an issue that was impacting some Atlassian Cloud customers around the time you created this question.
We've had this issue ongoing for the last 10 days or so.
Usually only affects initial issue created email but viewing issue and subsequent emails are fine.
However a few minutes ago, all users starting showing failed to retrieve, only to resolve itself a few minutes after that.
Edit - Jira status is showing maintenance right now so that would explain the most recent issue, but not the ongoing initial email issue.
I have a similar problem when receiving email notifications from Jira.
For example, multiple users make edits/transitions on some Jira ticket, and I receive email notifications for this ticket, some of these notifications will have the users' names, other won't. It varies, so in one email notification the same person can be named, in another email the same person can be "Failed to Retrieve User xxxx"
Hi all, sorry for the delay, I was out last week.
It appears there was another documented incident in the time frame you replied here. You can see more details about this in https://jira-core.status.atlassian.com/incidents/d48c8jq2nsm1
This specifically affected user profiles and user searching. So the given error certainly looks like it was directly related to this scheduled maintenance. Sorry for the inconvenience. I expect this has been resolved. If not, please let me know.
In your case, I would want to create a support case so that our Cloud Support team can take a closer look at your environment. You can do this by
This will ensure that your request is routed to our technical support team that can more closely investigate this problem.
@Nina Pyron and @Puru Tharma Unfortunately,there is currently an active incident that is being tracked around this problem. More details in https://jira-software.status.atlassian.com/incidents/mvpxzprry967
I would recommend subscribing to that event as this will be a quick way to get updates on this problem. Once resolved that incident will be updated to reflect this state.
Sorry again for the inconvenience here.
Hi @Pamela Ross
I have not seen any outages that might involve this error recently. Nor have I found any recent support cases about this error. I would recommend creating a new support case by going to
This will prompt you for more information, but will also submit your request to our Cloud support team that can better investigate your instance details.
Hello all on this thread - I'm not part of the Atlassian team, but figure to share that adding messages to a "Resolved" thread is not really best practice. Should be submitting help cases through their contact section and selecting the appropriate priority. Also, instead of duplicating a message from the person who wrote in right before you, might make sense to utilize the "Votes" shows on the left. If you're like me, reading this thread of the same messages from a mixed bag of dates is fairly confusing and not very helpful.
My point is, the more help requests they receive, more likely they are to ramp the priority and expedite a fix. I'm not so sure they value the quantity of community messages on a thread, less a resolved thread.
I created a ticket with Atlassian support for this issue by doing the following:
I think the more reports here the the faster they will be at resolving this.
Just moments ago everything was fine and then user names are not showing up.
The issue seems to have re-cropped. Is there an ongoing incident?
"Failed to Retrieve User 5d19feb5e3f1b90d1765bd47"
A quick help on this topic would be much appreciated.
Yes, its on and off. But I am sure its not a problem. I saved a comment with the error message saying "Failed to Retrieve User 5d19feb5e3f1b90d1765bd47" but later it got updated properly to the referenced user.
In my opinion, there's nothing to worry much about this at the moment. when I '@' a user it still retrieves that user, error or not.
This change in the user references is due to GDPR (the European regulation for privacy).
You can find more details here: https://www.atlassian.com/trust/privacy/gdpr
In most cases, APIs and functions allow you to retrieve user profiles with their unique ID, depending on what you're trying to achieve you should find a workaround!
Feel free to share more details if you need assistance porting your current state to a GDPR compliant way of working with Jira :)
Hope this helped!
I updated our workflow to a new one over the weekend. I made sure to map all existing Statuses to new ones. This morning, users are reporting an issue when moving existing issues into the Development status when we get the error in the Assigned and Project Manager fields:
I exported the user file and they are valid users who are not available in the drop-down lists (since they are already assigned).
Is this something that could have been caused by the workflow change? If so, what is the fix?
Learn how to use two new reports for next-gen projects in Jira Cloud: Cumulative flow diagram and Sprint burndown chart. Ivan Teong, Product Manager, Jira Software, demos the Cumulative ...
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