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  1. Jira Service Management Cloud
  2. JSDCLOUD-5564

SLA dependent automation rules are not being triggered.

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    Description

      Summary

      Automation rules that should be executed based on SLA outcomes are not being triggered.

      Steps to Reproduce

      1 - Create an SLA. E.g: "Time waiting for Customer Response".
      2 - Create an Automation rule like the following:

      • When: SLA Breached - "Time waiting for Customer Response"
      • IF: Any Issue
      • Then: Transition Issue - Resolve.

      3 - Create an issue and wait for the SLA to breach.

      Expected Results

      When the SLA breaches, the issue should be transitioned to "Resolved".

      Actual Results

      The SLA does not trigger the automation rule. The issue is not transition and nothing is displayed on the automation logs.

      How to diagnose:

      The following queries return jobs scheduled to the past.

      SELECT * FROM "AO_F1B27B_PROMISE"
      WHERE "STATUS" = 'SCHEDULED' AND "TARGET_TIME_MILLIS" < (extract(epoch from now()) * 1000);
      
      SELECT * FROM clusteredjob WHERE job_id = 'com.atlassian.scheduler.timedpromise.internal.TimedPromiseExecutor.job';

      Notes

      Other automation rules do not seem to be impacted by the bug.

      Workaround

      None so far.

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              flucignano Federico
              pjunior Paulo Junior
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              Dates

                Created:
                Updated:
                Resolved: