Inconsistent Search Results in Jira 8.X
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
Problem
Search results through the issue navigator and filter results shown on dashboards are showing inconsistent results.
These are a few of the ways that this issue presents itself:
Example 1
You have multiple issues with the same word in the summary or other part of the issue within a project.
In this example the world "CLONE". You then search for "Project = <projectName> and Summary ~ "CLONE".
The JQL results only show one of the two expected tickets
You then refresh and now it shows the other potential search result
You may refresh again and it will now potentially show neither result or alternating one of the previous results. Each refresh shows a different result.
Example 2
Service Management issue queues are sometimes missing issues from the list that are expected to be present.
Even though issues are missing the count of the issues is the expected number
As in the previous example, refreshing changes the results.
Diagnosis
Environment
Jira Environment 8.0 - 8.1.1
Cause
A plugin calls thread searcher context but never closes the context. Affected threads are using this old context which contains data from the time when this context was opened. As a result, the user observes issues "jumping" back and forth on boards, Service Management queues and other issue lists.
Solution
Workaround
Currently, on several instances, we noticed this behaviour being caused by one of the following add-ons:
Eazy BI (upgrading the add-on to the latest version should resolve the issue)
Elements Copy & Sync (the fix was implemented in version 2.17.2 - see the bug ticket for more information CS-1419: Inconsistent search results in Jira 8 with Copy & Sync)
PII Protector for Jira (upgrading the add-on to after 1.8.4 should resolve the issue)
To confirm if one of custom add-ons is causing the issue:
Stop Jira
Remove the add-on .jar file from <Jira_HOME>/plugins/installed-plugins directory
Go to <Jira_HOME>/plugins directory and remove the contents of .osgi-plugins and .bundled-plugins directory
Restart Jira
Perform a full locked re-indexing
Check if the issue still appears.
If you discover an add-on that is causing this issue, please contact the respective add-on vendor and let them know about this behaviour. If a bugfix version becomes available, re-install the add-on with this version and see if it resolves the problem.
Also, feel free to raise a support request with us and let us know about affected add-ons that are not on the list above, so we could update this knowledge article with new information.
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