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Bug
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Resolution: Fixed
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Medium
NOTE: This bug report is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding bug report.
Basically for SLA events there's a "timed promise" added into a table in the database that tells Service Desk at what point in the future it should fire. The issue is that we're calculating that future value incorrectly, so although the SLA is working fine, automation events that should be triggered when the SLA event happens aren't.
If you change the issue that does not affect the SLA start/pause/stop AFTER the SLA has started, it will reset the target time for the automation when handler to the full SLA goal time (minus the 60 minutes, as the first event is fired 60 min before breach)
and for issues that drag on and drag on (i.e. lots of updates) it never will.
The following query can be used for find out about SLA's time promise for future
SELECT t."ID", (p.pkey || '-' || i.issuenum) AS issue, t."CLASSIFICATION", t."STATUS", TIMESTAMP WITH TIME ZONE 'epoch' + (t."CREATED_TIME_MILLIS"/1000) * INTERVAL '1 second' AS created_time, TIMESTAMP WITH TIME ZONE 'epoch' + (t."UPDATED_TIME_MILLIS"/1000) * INTERVAL '1 second' AS updated_time, TIMESTAMP WITH TIME ZONE 'epoch' + (t."TARGET_TIME_MILLIS"/1000) * INTERVAL '1 second' AS target_time FROM "AO_F1B27B_KEY_COMPONENT" c LEFT JOIN "AO_F1B27B_PROMISE" t ON t."ID" = c."TIMED_PROMISE_ID" LEFT JOIN jiraissue i ON i.id = c."VALUE"::int LEFT JOIN project p ON p.id = i.project ORDER BY t."ID" ASC;
How to reproduce
- Create any SLA
- Create an issue
- Keep updating that issue and see SLA's time promise "target_time" updated incorrectly
- duplicates
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JSDCLOUD-2083 SLA breach event is not triggered intermittently
- Closed
- is related to
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JSDSERVER-3682 SLA's time promise is not scheduled correctly after updating
- Closed