Issue Reminders stopped Reminding (Jira DC 7.13.8)

Description

On Sept 30 a user reported that he was not receiving notifications for reminders he created using the Issue Reminders plug-in. Upon testing 10, 15, and 30 minute reminders, it became obvious that no reminders were being triggered regardless of project or user or permission.

The reminders continued to show the clock icon instead of the checkmark icon implying that they were not being triggered. There were also no comments which are added when the reminder is triggered. All of this pointed to an issue with the core plugin and not email connectivity or permissions. Testing Reminders from the global admin panel worked fine, so we know emails worked.

Logs were collected and the plugin uninstalled then reinstalled from the Atlassian Marketplace. Immediately after reinstallation, all past reminders were sent and test reminders set for the future also started working.

We increased Issue Reminders logging to DEBUG couldn't determine from the logs what might have went wrong. There were no ERROR messages logged or stack traces.

Attached is a screenshot showing what happened to use for a specific test. The reminder was scheduled for 30-Sept at 3:30pm (about 15 minutes in the future at the time, we are aware of the issue with reminders 5 minutes or less in the future). You can see on the panel on the left that the reminder fired at 30-Sept 8:14pm which was when we reinstalled the plugin.

Do you have some advice about where we could look that might have caused this? Was an event queue backed up? Is there a database table we can examine? Is this maybe related to our use of Data Center?

Environment

Jira Data Center 7.13.8
Three nodes
Amazon AWS

Assignee

Deniz Oğuz

Reporter

Ed Bukoski

Labels

None

Source

None

Jira Version

Database Type/Version

MySQL 5.7.22

Browser Type/Version

Chrome

Affects versions

Priority

Major
Configure