Issue Summary

JQL evaluations which return more than 20000 matches on organizationDetail and customerDetail can fail to evaluate due to a timeout fetching results.

https://support.atlassian.com/jira-service-management-cloud/docs/jql-functions/#organizationDetail--

https://support.atlassian.com/jira-service-management-cloud/docs/jql-functions/#customerDetail--

Steps to Reproduce

These steps require either a Customer Service Management space, or a Jira Service Management space with the Customers and Organisations feature enabled.

1. Ensure there is at least one custom attribute defined under Manage Detail Fields on the customers page.
2. Assign the same value of a custom field on 30 000 customers. For example, Region=APAC.
3. Include the clause in a JQL query, for example, reporter in customerDetail("Region", "APAC")

Note that not all requests will time out; increasing the overall number of customers, or increasing the number of populated custom fields, will make the timeout more likely.

Expected Results

The JQL returns issues with reporters matching the customerDetail clause.

Actual Results

The JQL evaluation encounters an error. The specific error depends on the context of the JQL evaluation (for example, direct query, Automation or SLA Evaluation). The error may mention "timeout" or "socket closed".

Workaround

Currently there is no known workaround for this behavior. A workaround will be added here when available.