Automatic ticket creation stops working occassionally

Question

Jira v8.2.2

[root@jira ~]# uname -a
Linux jira.our.domain 3.10.0-957.5.1.el7.x86_64 #1 SMP Fri Feb 1 14:54:57 UTC 2019 x86_64 x86_64 x86_64 GNU/Linux

We have occasional issues with automatic ticket creation.  It happens sometimes twice a day, sometimes twice a week.  The only quick remedy is to reboot the Jira server, which seems drastic.  I checked to make sure both the Email puller and Email processor are On and under Services/Mail Queue Service our Schedule shows 0 * * * * ?  and our Backup Service's Schedule shows 0 50 10/12 * * ?.  Is there a service I can restart to remedy the issue, short of rebooting the server?

Gonchik Tsymzhitov · Answer

Hi @Randle Bailey ,

Any news in the logs ?

I hope you restarted and fix it

Daniel Ebers · Answer

Hi @Randle Bailey

a reboot to remedy the issue would make me think there was some kind of memory shortage because in any other case a reboot would likely have no contribution as to a fix.
But this is only a wild guess. Seeing the logs in order to find the real cause (and to step away from any guesses :)  would be better.

Apart from this there is an extensive troubleshooting diagram alongside with documentation for mail handlers - debugging is not easy, unfortunately but maybe using these information you can get to the bottom of the case.

https://confluence.atlassian.com/jirakb/troubleshoot-mail-handlers-in-jira-server-211649643.html

Let us know if you found out something from the logs/your system.

Regards,

Daniel

Gonchik Tsymzhitov · Answer

Hi!

Could you start the troubleshooting from UI checkers

https://confluence.atlassian.com/support/support-tools-plugin-790796813.html

?

I hope in the logs you can find errors