Issue Summary

Currently, there are some issues that may incorrectly cause the SLA value not to display or show a warning image in the queue. This happens when updating the SLA configuration in Jira Service Management; if a new SLA value is added or an existing one is altered, not all issues reflect the configuration change, which results in existing tickets having their SLA fail to be recalculated.

For example , in the queue shown as below :-

Steps to Reproduce

1. Open a project with over one thousand issues
2. Add a new SLA to the project , or edit the existing SLA
3. Save SLA.
4. SLA recalculation does not happen for older or inactive issues.

Expected Results

Issues in the project are automatically recalculated with changed SLA conditions within the expected timeframe.

Actual Results

Issues in the project are never updated with the changed SLA conditions

Workaround

• Trigger the SLA recalculation API on the affected issue for the SLA to detect the new changes. Refer the steps as per documented Recalculate inconsistent SLAs with Automation in Jira Service Management ; or
• Update the SLA configuration to retry the recalculation for the whole project on the specific SLA. The recalculation time duration will depend on the number of issues in the project.