Rule fires are stuck in "WAITING"

Question

Hi everyone!

It's "post-AWS-outage" Tuesday here ... many of our rules were firing somewhat inconsistently yesterday and up until this morning.  We've got a few rules that have been stuck in "WAITING" as displayed in the Audit Log page.  One rule has been sat in WAITING for about 30 minutes now?

Are the rule fires experiencing aws-outage-related impacts?

Thanks everyone!

Bill Sheboy · Answer

Hi @Katie Kusjanovic

Short answer: as you appear to be on a Premium license level, I recommend working with your Jira Site / Product Admin to submit a ticket for Atlassian Support to take a look, using the main URL or through your customer rep:

https://support.atlassian.com/contact/#/

With the extent of that AWS outage, I wondered how the recently added, automatic retry capability for automation rules would be impacted:

https://community.atlassian.com/forums/Automation-articles/Retrying-automation-rules-for-enhanced-reliability/ba-p/2960443

The "WAITING" log status you observe is defined as:

...the rule is delayed (as configured) or is waiting for an external application to complete an action.

And that is not what the retry was described as showing:

QUEUED FOR RETRY

...some errors occurred when the rule ran, but we'll try running it again later.

Checking with Atlassian Support as soon as possible seems like a good idea to mitigate / resolve this symptom.

Kind regards,
Bill

Christopher Yen · Answer

Automations started working correctly again in the evening for us yesterday and are fine today but definitely worth opening a ticket for this to have Atlassian support take a look.

John Funk · Answer

Hi Katie,

I have not had any issues with rules firing correctly today. Maybe create a copy of the rule and disable the original rule and see if that helps.