Intermittent user search failures, January 2026
Severity | P1 |
|---|---|
Duration | 13 days |
Impact | 39 users |
#What happened
A platform issue caused user search requests to fail intermittently. Where a Capable feature needed to look a person up, by name in an approval or a mention, that lookup sometimes returned nothing.
The symptom was intermittent rather than total, which is why it took time to characterise: the same search would succeed on a second attempt.
#How you would have known
Searching for a person returning no results when you know the account exists
An approver or reviewer not appearing in a picker
The same search succeeding when retried
#Customer data
No data was lost. The failures were in reading user directory data, not in anything stored by our apps.
#Resolution
Retrying the search usually succeeded. The underlying platform issue was resolved by Atlassian.
#Related
Written up, kept, and linked from the docs.
