Description
This bug is also happening when there is no add-on post-functions, but for this variation,
it's still possible to re-trigger a transition and pause or stop the SLA count.
Additional workaround added to recalculate the wrong SLAs too.
Summary
An SLA metric will not stop counting when the status conditions are met if there is an add-on post-function as the last on the transition's post-functions.
Steps to reproduce
- Have an add-on that provides post-functions installed.
- Have an SLA metric that the condition to stop is based on a status. (ie: "In Progress")
- Add the add-on's post-function to the transition to "In Progress" status.
- Make it the last post-function to run on the transition.
- Create a ticket that will start the SLA metric.
- Perform the transition "In Progress"
Expected behaviour
The SLA metric should stop counting when the condition is met.
Actual result
The SLA metric continues to count regardless of the condition being met.
Notes
The issue is not consistent, around 15-20% of the tickets will not be impacted, but there is no specific difference between them.
The issue also causes the SLA to not show.
Workaround
Move the add-on's post-function to an upper position on the workflow's transition.
Use this knowledge base's workaround to recalculate the wrong SLA: Missing SLA data in JIRA ServiceDesk
How to find tickets which are impacted
SLA is not started
Using Automation rule
When: Issue Created
If: Issue matches
"Time to resolution" != running()
Then: (add an Internal comment/alert the user etc)
Using Queues
"Time to first response" != running() and "Time to first response" != paused() and "Time to first response" != completed()
SLA is not Paused/Completed
Using Automation rule (will depends on your SLA configuration)
When: Status changed
If: Issue matches
status = Completed and "Time to resolution" != completed()
Then: (add an Internal comment/alert the user etc)
Using Queues
status = Completed and "Time to resolution" != completed()
For more jql options go https://confluence.atlassian.com/servicedeskcloud/using-jql-queries-specific-to-slas-844628670.html
Attachments
Issue Links
- relates to
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JSDCLOUD-6002 SLA's not displaying in service desk issues for a new SLA
- Closed
- causes
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JST-336575 Loading...
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JST-359169 Loading...
- has action
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HOT-81869 Loading...
- mentioned in
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