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    • Icon: Bug Bug
    • Resolution: Duplicate
    • Icon: Medium Medium
    • Automation, SLA
    • None

      Issue Summary

      The SLA trigger can often timeout when performing a JQL query to see which issues had past the given threshold. This prints the error SocketException: Socket closed to the audit log.

      Steps to Reproduce

      1. Setup up an Automation rule
      2. Use SLA threshold based trigger
      3. Publish the rule

      Expected Results

      The trigger should work consistently. A retry mechanism should be in place whenever the trigger fails.

      Actual Results

      The trigger may face a timeout when performing a JQL query to see which issues had past the given threshold.

      The below exception is thrown in the audit log

      Error running JQL search to find issues breaching SLA
      ------ SocketException : Socket Closed
      

      Workaround

      • Create a custom field called "sla_breached" and configure it on the service project.
      • Setup a legacy automation rule, whenever the sla breaches and edit the custom field sla_breached ant set any value.
      • Setup a new automation rule, whenever the sla_breached field changes, execute the required action.

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            IMPORTANT: JAC is a Public system and anyone on the internet will be able to view the data in the created JAC tickets. Please don’t include Customer or Sensitive data in the JAC ticket.

              • Icon: Bug Bug
              • Resolution: Duplicate
              • Icon: Medium Medium
              • Automation, SLA
              • None

                Issue Summary

                The SLA trigger can often timeout when performing a JQL query to see which issues had past the given threshold. This prints the error SocketException: Socket closed to the audit log.

                Steps to Reproduce

                1. Setup up an Automation rule
                2. Use SLA threshold based trigger
                3. Publish the rule

                Expected Results

                The trigger should work consistently. A retry mechanism should be in place whenever the trigger fails.

                Actual Results

                The trigger may face a timeout when performing a JQL query to see which issues had past the given threshold.

                The below exception is thrown in the audit log

                Error running JQL search to find issues breaching SLA
                ------ SocketException : Socket Closed
                

                Workaround

                • Create a custom field called "sla_breached" and configure it on the service project.
                • Setup a legacy automation rule, whenever the sla breaches and edit the custom field sla_breached ant set any value.
                • Setup a new automation rule, whenever the sla_breached field changes, execute the required action.

                        8a3861d8a88c Manas Shukla
                        rmacalinao Ramon M
                        Votes:
                        15 Vote for this issue
                        Watchers:
                        36 Start watching this issue

                          Created:
                          Updated:
                          Resolved:

                            8a3861d8a88c Manas Shukla
                            rmacalinao Ramon M
                            Affected customers:
                            15 This affects my team
                            Watchers:
                            36 Start watching this issue

                              Created:
                              Updated:
                              Resolved: