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  1. Jira Service Management Cloud
  2. JSDCLOUD-10626

SLA calculations are delayed or do not appear on the UI timely.

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    • Icon: Bug Bug
    • Resolution: Fixed
    • Icon: Low Low
    • SLA
    • None

      Issue Summary

      Intermittently SLA calculations are not displayed on the issue view UI. When the new issue is created SLA section is displayed blank, however after some time SLA's are displayed and show the SLA calculation correctly.

      Steps to Reproduce

      • Unable to reproduce as the issue is intermittent

      Expected Results

      SLA timer should be displayed under the SLA section when expected.

      Actual Results

      SLA section is displayed blank in issue view and SLA information is missing.

      Workaround

      Currently, there is no known workaround for this behavior. A workaround will be added here when available

        1. Screenshot 2021-12-02 at 4.11.32 PM.png
          Screenshot 2021-12-02 at 4.11.32 PM.png
          44 kB

            [JSDCLOUD-10626] SLA calculations are delayed or do not appear on the UI timely.

            Prasanna Bhat added a comment -

            We have made some Scale improvements in the last year to the Backend service, so this is no longer relevant. We can take up any investigations specific to a customer.

            Prasanna Bhat added a comment - We have made some Scale improvements in the last year to the Backend service, so this is no longer relevant. We can take up any investigations specific to a customer.

            Will added a comment -

            I'm seeing this issue fairly frequently, but mostly in the afternoons. Maybe related to traffic on the server?

            In our instance, we have a couple of automations which effectively 'resets' the SLA when a customer facing comment is added by moving the ticket to a status that stops the SLA and then back into another which starts the SLA. that could be useful to use for reproducing the issue?

            Will added a comment - I'm seeing this issue fairly frequently, but mostly in the afternoons. Maybe related to traffic on the server? In our instance, we have a couple of automations which effectively 'resets' the SLA when a customer facing comment is added by moving the ticket to a status that stops the SLA and then back into another which starts the SLA. that could be useful to use for reproducing the issue?

              Unassigned Unassigned
              0ed3fd39a981 Saama Tabassum
              Affected customers:
              12 This affects my team
              Watchers:
              23 Start watching this issue

                Created:
                Updated:
                Resolved: