How to collect data to troubleshoot throttled Project Automation Rules in Jira Service Management

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Platform Notice: Data Center Only - This article only applies to Atlassian products on the data center platform.

Summary

Project Automation Rules are "throttled" and not running in Jira Service Management.

This article helps identify which Service Limit was reached.


Environment

All versions of Jira Service Management for Data Center 4.x


Solution

Screenshots

  • Collect screenshot showing the rule receiving the throttled message at the Automation > Click the 3 dots "..." > Audit log
  • Collect ScreenShot showing the Performance insights graphs:
    1. Automation > Click the 3 dots "..." > Select View Performance Insights
    2. At the top, select 1w, so we can observe the limits used during a full week
    3. Take screenshots changing the multiple options at the select box (Execution count, Average duration, Total duration) for the rule "When an intake form is requested, send email"

REST API endpoints output

  • Call the following REST API endpoint to collect the actual Service Limits:
https://YOUR_JIRA_INSTANCE_URL/rest/cb-automation/latest/configuration/property

Database queries

  • There are some SQL queries we can run to find check how the parameters are going in Jira. Replace the date with the day when the throttled occurred:
Processing time per day
SELECT sum("DURATION")/1000 as "Processing Time (s)", date_trunc('day',"START_TIME") as "Date" FROM "AO_589059_AUDIT_ITEM" a WHERE "START_TIME" > '2020-10-15 00:00:00' group by "Date" ORDER BY "Date"
Processing time per rule per day
SELECT "OBJECT_ITEM_NAME", sum("DURATION")/1000 as "Processing Time (s)", date_trunc('day',"START_TIME") as "Date" FROM "AO_589059_AUDIT_ITEM" WHERE "START_TIME" > '2020-10-15 00:00:00' group by "Date","OBJECT_ITEM_NAME" ORDER BY "Processing Time (s)" DESC
Items queues globally - Queued Daily Items
SELECT count(comp."ID") as "Queued Items", date_trunc('day',comp."START_TIME") as "Date" FROM "AO_589059_AUDIT_ITEM_COMP_CGE" comp WHERE comp."START_TIME" > '2020-10-15 00:00:00' GROUP BY "Date" ORDER BY "Date"
Queued Daily Items by Rule
SELECT a."OBJECT_ITEM_NAME" as "Rule Name", count(comp."ID") as "Queued Items", date_trunc('day',comp."START_TIME") as "Date" FROM "AO_589059_AUDIT_ITEM_COMP_CGE" comp JOIN "AO_589059_AUDIT_ITEM" a on a."ID"=comp."AUDIT_ITEM_ID" WHERE comp."START_TIME" > '2020-10-15 00:00:00' GROUP BY a."OBJECT_ITEM_NAME","Date" ORDER BY "Queued Items" DESC

All queries above are examples built for Postgres syntax. You may need to edit them to work on your specific database.


Sending data to Atlassian Support

Attach the following data to your Support ticket:

  1. Screenshots from the Automation audit log;
  2. Screenshots from the Performance insights graphs
  3. Jira Support Zip
  4. The output of the REST API call
  5. The queries results


Last modified on Aug 31, 2021

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