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Bug
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Resolution: Fixed
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Medium
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Severity 2 - Major
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2,803
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| Product Update - 28th June 2023 |
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| Hi folks, Thank you for your patience on this issue. Long term fix for this issue has been implemented and will be gradually rolled out in the coming weeks. |
| Product Update - 18th Jan 2023 |
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| Hi folks, This request is now under development. I will share an update on the timelines once we have it. If you are facing difficulty setting up SLAs (due to limits, conditions, goals etc.) and would be interested in talking to product team and provide feedback, you can book a slot using this link. https://calendly.com/manas-atlassian/30-min-customer-meeting |
| Product Update - 9th Nov 2022 |
| Hi folks, This request has been prioritised and would soon be picked up by our development team. Once we have a timeline, I'll update it here. If you are facing difficulty setting up SLAs (due to limits, conditions, goals etc.) and would be interested in talking to product team and provide feedback, you can book a slot using this link. https://calendly.com/manas-atlassian/30-min-customer-meeting |
Issue Summary
The SLA trigger can often timeout when performing a JQL query to see which issues had past the given threshold. This prints the error SocketException: Socket closed to the audit log (Besides the error 'SocketException: Socket closed' the audit log can also print the errors: 'Service Unavailable' and 'Internal server error').
- Current implementation relies on polling - product teams should look at using native events instead to improve reliability
- Attempting to retry queries in the case of timeout to minimise errors might be a short term option
Steps to Reproduce
- Ensure that the test site has a lot of data/issues/projects
- Configure an automation rule with a SLA threshold breached trigger - allow the rule to run
Expected Results
- Rule runs without issues
Actual Results
- Rule randomly fails with "SocketException: Socket closed"(or similar) message
- The rule query fails due to timeout
Workaround
- Use the legacy automation rules - "SLA time remaining" trigger can be used:
- is duplicated by
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- Closed
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- blocked by
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STLR-896 Failed to load
- is related to
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JST-859360 You do not have permission to view this issue
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[JSDCLOUD-14486] JQL query in SLA threshold breached trigger can often timeout
This SLA issues were fixed about 2 days back through a case I reported. Finally they figured the issue.
How do we know if the fix has been rolled out to our site? Because we are still experiencing the bug and you announced the fix was done more than a month ago.
Hi @Manas Shukla, thanks for helping on this one 
Could you give an update on this matter, where you are with the roll out of the fix?
One of our customers reported errors on 28th of June, see below for errors details, this was happening few times both on 27th and 28th of June.
- Error running JQL search to find issues breaching SLA:
"(cf[10057] > 0 and cf[10057] < 7m) AND (project in (10002))" - NoHttpResponseException: The target server failed to respond
- Error running JQL search to find issues breaching SLA:
"(cf[10067] > 0 and cf[10067] < 7m) AND (project in (10002))" - SocketException: Socket closed
Have not seen similar issues/errors recently, looks good in the audit logs.
Thanks in advance!
@manas - I see it as an alert that the automation failed "The automation rule (XX) SLA for first response will breach in 1hr just failed with an error on your Jira instance"
To be honest I don't normally see the socket error, usually I get nothing at all apart from the following in the rule audit log, which can happens tens of times a day.
66601fb371e4 eb56b1b81ef9 5484d444fc52 Do you still see the socket exception issue for your SLA/ automations?
Product Update - 28th June 2023
Hi folks,
Long term fix for this issue has been implemented and will be gradually rolled out in the coming weeks.
Meanwhile, we are looking into issues that some customers have reported on this ticket regarding automation erroring out since the last couple of days
We're happy to announce the bug is now fixed! Your patience and support during this period were invaluable. Our sincere apologies for any inconvenience caused.
If you still face the timeout error for SLA threshold automation rules, please raise a support ticket for it.