Scriptrunner Escalation Emails Delayed or Duplicated

[Montana Fox]

We have an Escalation Service that queries issues that haven't been touched in the past 2 days, and sends a reminder email to the Assignee. This has worked perfectly, until this past week when we started to hear from people who were getting reminders for issues that they'd already resolved. It appears that the Escalation is running on time, but the email is not being sent for up to a few DAYS later. Additionally, some people are getting duplicate reminders, sent to them just a few minutes apart.

Anyone have any idea where I should begin to troubleshoot. Test emails go through perfectly. I have looked through logs, but I feel like I may be missing something.

[Daniel Ebers · Accepted solution]

Hi!

This sounds strange indeed, especially the part that mails are duplicated sometimes caught my interest.
For the duplicated mails: were you able to spot if they have the same message ID (to be determined in your mail client like Thunderbird or Outlook)?
This should give a first insight if they are generated twice (on Jira instance) or probably duplicated later (for whatever reasons) in mail infrastructure.

For the delay I'd suggest to compare timestamps when mails are leaving the Jira host (assuming you are running a local mail server which probably relays to a superordinate mail relay?) and when they are arriving in users inbox.

For the reminders that are referring to old issues also a look into the headers could make sense. Probably an old queue on a participating mail server got active again, sending out some stale mails (again, timestamp comparison should show further details).

Please, as always, also check if there is some non-production server active (like one somebody spun up for a short test of whatever) that is now sending "duplicates". Also for this scenario a look into mail headers should help to determine if the mails are originating from live server or from a second (non-production) server.

Cheers,
Daniel

[Montana Fox]

Daniel, thanks for your reply. I realized that we had refreshed our Test environment from Production, and forgot to disable email notifications. So the superfluous emails were being sent from Test. Once we fixed that, the problem was solved.