Maintenance

Summary

This page covers the maintenance behaviour of JEMHC, along with how to configure maintenance periods and what behaviour is covered during a maintenance period.

What is a maintenance period?

At times, Jira may request downtime of your site in order to perform upgrades. To do this, apps communicating with Jira will temporarily need to be paused. (Keep track of maintenance windows | Atlassian Support).

Configuring maintenance periods within JEMHC?

1. Navigate to JEMHC > Licensing > Maintenance

2. Select + Add to add a new maintenance period, input the start date and end date.

3. Save the configuration.

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4. After saving, the new maintenance period will be shown. When the maintenance start date begins, the maintenance period will transition from UPCOMING to IN PROGRESS, and JEMHC processes will be restricted until the maintenance period is complete.

5. After the maintenance end date, the maintenance period will transition from IN PROGRESS to COMPLETED. JEMHC processes will resume shortly after the end date selected.

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What happens during a scheduled maintenance period within JEMHC?

If a maintenance period has been scheduled, the next maintenance period will be shown at the top of the app:

During this time,

• Mail handler polling will be disabled, meaning no new issues are created/updated until the maintenance period is complete.

• Webhook event processing is disabled, meaning no outbound mail is processed.

• Cleanup tasks for data such as audit events are not cleaned up until maintenance period has completed, allowing JEMHC to communicate with the Jira site again.

What JEMHC automated functions communicate with Jira?

There are a number of JEMHC features that communicate with your Jira site, primarily:

• Mail polling - Polling mailboxes and creating/updating Jira issues requires the ability to access your Jira site using the Jira Cloud REST API.

• Webhook Event Listening - When updates on Jira issues are made, any webhook events received (with a valid JEMHC email notification mapping) will cause JEMHC to process the webhook event (Allowing outbound email to be sent via JEMHC).

• License validation and background tasks - Some regularly scheduled tasks, such as license validation or data privacy cleanup tasks require talking to the Jira site via REST APIs.

How long are Completed maintenance periods shown in JEMHC?

Maintenance periods that have completed maintenance will be removed during the monthly plan reset for your host, when the maintenance end date is older than 30 days.

Only maintenance configuration marked as COMPLETED are purged.

For example, if a maintenance is scheduled for June 12th, 2am-3am, the maintenance will be listed as COMPLETED for 30 days and will then be deleted at the start of the next plan refresh (In this example, would be August 1st).

How can JEMHC recover from missing Webhook events from issue updates during maintenance mode?

If webhook events are still triggered form your Jira site during the maintenance period (for example, from issue transitions, post function events, other Jira plugins/apps), JEMHC will not queue these events during maintenance periods.

How are webhooks processed when maintenance mode is enabled?

If the maintenance period finishes before the final retry attempt, JEMHC will process the event as normal when the maintenance period ends.

If the maintenance period is longer, we follow the retry policy of Atlassian webhooks, events that are not handled are retried up to 5 times. If all retry attempts are blocked due to the maintenance period, JEMHC will retrieve these events, known as “failed webhooks”, from the Jira Cloud REST API at it’s earliest convenience.

My maintenance period finished earlier than expected, I wish to resume processing

To do this, navigate to JEMHC > Licensing > Maintenance, and delete the current maintenance that is marked as In Progress.