Hey @Piyush,
Thanks for sharing the additional information about the circumstance you’re seeing. As @SushantBista has shared we are still exploring realm-persistence as a potential pathway to mitigate these circumstances.
And one more point, why Jira is not sending the request to the global environment even if the customer is in the global scope?
If the product isn’t pinned to a realm, Connect will look at where the product is provisioned, known as the ‘shard’, and will route traffic to the corresponding realm of that shard. However, if the app doesn’t support this realm, then Connect will route traffic to the global realm instead. Reference to documentation