Product Update - 28th June 2023
      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
      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

      1. Ensure that the test site has a lot of data/issues/projects
      2. 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:

            [JSDCLOUD-14486] JQL query in SLA threshold breached trigger can often timeout

            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.

            Manas Shukla added a comment - 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.

            This SLA issues were fixed about 2 days back through a case I reported. Finally they figured the issue.

            Pasan Gunawardena added a comment - This SLA issues were fixed about 2 days back through a case I reported. Finally they figured the issue.

            checked audit logs today, this is finally working on my site

            Gomez, Daniel added a comment - checked audit logs today, this is finally working on my site

            Hey folks, we are still experiencing the bug too.

            Amanda Abila added a comment - Hey folks, we are still experiencing the bug too.

            Alex Heras added a comment -

            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.

            Alex Heras added a comment - 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.

            Bojana Vasic added a comment - - edited

            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!
             

            Bojana Vasic added a comment - - edited 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!  

            danielb added a comment -

            @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" 

            danielb added a comment - @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.

            Matthew Honeysett added a comment - 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?

            Manas Shukla added a comment - 66601fb371e4   eb56b1b81ef9 5484d444fc52   Do you still see the socket exception issue for your SLA/ automations?

            Manas Shukla added a comment - - edited

            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

            Manas Shukla added a comment - - edited 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

              8a3861d8a88c Manas Shukla
              dnguyen4 Derrick Nguyen
              Affected customers:
              346 This affects my team
              Watchers:
              309 Start watching this issue

                Created:
                Updated:
                Resolved: