Gitlab.com not making API requests for commits and merge requests to - JIRA 7.6.1 Server

Summary

Our JIRA 7.6.1 (Ip address: 52.206.16.185
) and Gitlab.com integration stopped working for commits a while ago for commits, and then it completely stopped working for any project for both commits and merge requests. It does not add comments or adds issue links.

I have tried the following:

  • Verified the integration is successfully set up in the GitLab project (Jira Activates and shows green)
  • Verified that the account has necessary permissions on JIRA (Made API requests for both adding comments and linking issues from my own machine)
  • Checked JIRA and server logs and didn't see any API requests for either commits and MRs.
  • Created a JIRA cloud project and set it up with the same project. It works.
  • Created a test JIRA server (same version) on my own machine and set up the integration using ngrok. It works. (API requests are present in the logs)
  • Created a test GitLab CE and set up the integration using ngrok with the actual JIRA server. It works.

I know that since it works with JIRA cloud and a different JIRA server probably the problem resides with our JIRA server but I couldn't find any entry point (API requests or any other error messages) in JIRA server for the connection so I thought maybe GitLab is not making API requests to our JIRA server specifically. I have checked firewall rules or etc. and there is nothing there. Maybe GitLab.com is blocking our server.

Our Jira server: https://jira.skatelescope.org

Steps to reproduce

  1. Set up JIRA integration on Settings-Integrations-JIRA.
  2. Make a test commit with an issue id. (see example project)
  3. Observe JIRA issue id for comments and issue links. Check JIRA logs.

Example Project

https://gitlab.com/ska-telescope/jira-test-project

All of the tests explained above done using this project. Weird thing is the new beta feature of seeing JIRA issues in GitLab works but commits/MRs do not.

What is the current bug behavior?

There is no comments and issue links added to JIRA server for commits and Merge Requests mentions.

What is the expected correct behavior?

A comment and issue link will be added to mentioned JIRA issues.

Relevant logs and/or screenshots

(Paste any relevant logs - please use code blocks (```) to format console output, logs, and code as it's tough to read otherwise.)

Output of checks

This bug happens on GitLab.com

(If you are reporting a bug on GitLab.com, write: This bug happens on GitLab.com)

Results of GitLab environment info

Expand for output related to GitLab environment info 
(For installations with omnibus-gitlab package run and paste the output of:
`sudo gitlab-rake gitlab:env:info`)

(For installations from source run and paste the output of:
`sudo -u git -H bundle exec rake gitlab:env:info RAILS_ENV=production`)

Results of GitLab application Check

Expand for output related to the GitLab application check 
(For installations with omnibus-gitlab package run and paste the output of:
sudo gitlab-rake gitlab:check SANITIZE=true)


(For installations from source run and paste the output of:
sudo -u git -H bundle exec rake gitlab:check RAILS_ENV=production SANITIZE=true)


(we will only investigate if the tests are passing)

Possible fixes

(If you can, link to the line of code that might be responsible for the problem)