Issue Summary

Using Ticket Category JQL can cause performance problems on instances with lots of entity properties. A tenant is likely to have lots of entity properties if it has the following addons installed:

• JQL Search Extensions for Jira - the JQL extensions
• ScriptRunner for Jira

Queues created under ITSM Categories in a project created from Jira Service Management ITSM Project template are using Ticket Category JQL by default so it will likely to be impacted by this performance issue.

Steps to Reproduce

N/A

Expected Results

JQL Performance should be OK and not have any impact on Jira.

Actual Results

Due to poor JQL performance, larger instances may suffer from performance decrease.

Workaround

• Replace "Ticket category" = ... JQL with "Customer Request Type" in (...), request types should be the ones that are assigned to the ITSM category you want.
• Delete all the ITSM category Queues, if you want the same functionality, create queues under Queues section instead, and match issues using "Customer Request Type" in (...) JQL mentioned in above step.