Jira Service Manager Stopped Writing to the 'atlassian-jira.log' File

[S_ B_ Sebrick]

I was looking up the Jira Service Desk logs and realized that the 'atlassian-jira.log' file hasn't been updated in a couple of months. Other logs related to specific plugins are working fine, which is why I didn't notice for so long. I work almost exclusively in plugins like Jira ScriptRunner.

My versions are:

- Jira Service Management 5.11.2

- Jira Core 9.11.2

The 'Logging and Profiling' section of the Systems page says that it is logging to the 'atlassian-jira.log' file.

I've checked in System Info and the file path is correct: E:\Atlassian\ApplicationData\JIRAServiceDesk\log\atlassian-jira.log

I noticed that the 'log4j2.xml file was last modified on the same day that the 'atlassian-jira.log' log file was last modified, so there might be connection there? I don't know much about log4j files though.

Can anyone recommend some troubleshooting tips? 

[Philipp Sendek]

Hi @S_ B_ Sebrick

did you perform a restart since the last time Jira wrote into the log. I usually didn't mess with the log4j2.xml but whenever I had this issue, it was related to the atlassian-jira.log being renamed or deleted while the application was running and it didn't recreate / start writing to it when it was back.

As it is created upon restart if it doesn't exist, this could help.

However, if a change in the log4j2.xml is causing this, I would recommend to download a .tar/.zip version of your Jira version (direct link here: https://product-downloads.atlassian.com/software/jira/downloads/atlassian-jira-software-9.11.2.zip), extract it and compare the log4j2.xml in the zip with the one on your system.

Depending on the OS you can use comparison tools such as diff or colordiff (on Linux).

Maybe this will surface a change in the configuration that routes logging to a different file.

I hope that helps!

Greetings
Philipp

[S_ B_ Sebrick]

This gives me a lot to work with, thank you! 

I'll let you know how it goes. I'll have to restart the server outside of business hours to see if these changes worked.