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  1. Jira Service Management Cloud
  2. JSDCLOUD-9875

SLA threshold based trigger fail with SocketException

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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.

          Form Name

            [JSDCLOUD-9875] SLA threshold based trigger fail with SocketException

            Jussi Nousiainen added a comment - - edited

            Here the same issue suddenly:

            Error running JQL search to find issues breaching SLA:
            "cf[10032] > 60m and cf[10032] < 67m" - SocketException: Socket closed

            and 

            Error running JQL search to find issues breaching SLA:
            "cf[10032] < -53m AND cf[10032] > -60m" - NoHttpResponseException: The target server failed to respond

            Jussi Nousiainen added a comment - - edited Here the same issue suddenly: Error running JQL search to find issues breaching SLA: "cf [10032] > 60m and cf [10032] < 67m" - SocketException: Socket closed and  Error running JQL search to find issues breaching SLA: "cf [10032] < -53m AND cf [10032] > -60m" - NoHttpResponseException: The target server failed to respond

            Paul added a comment -

            We are receiving this error:

            "Error running JQL search to find issues breaching SLA:
            "(cf[10189] > 0 and cf[10189] < 7m) AND (project in (10002))" - SocketException: Socket closed"

            Paul added a comment - We are receiving this error: "Error running JQL search to find issues breaching SLA: "(cf [10189] > 0 and cf [10189] < 7m) AND (project in (10002))" - SocketException: Socket closed"

            Manas Shukla added a comment -

            Duplicate of JSDCLOUD-10146

            Manas Shukla added a comment - Duplicate of JSDCLOUD-10146

            Allison Stewart added a comment -

            I just received this error on one of my automations:

            Error running JQL search to find issues breaching SLA:
            "(cf[10092] > 0 and cf[10092] < 7m) AND (project in (10038))" - SocketException: Socket closed
             
            This automation has been running successfully for weeks now.  What is the cause of this?

            Allison Stewart added a comment - I just received this error on one of my automations: Error running JQL search to find issues breaching SLA: "(cf [10092] > 0 and cf [10092] < 7m) AND (project in (10038))" - SocketException: Socket closed   This automation has been running successfully for weeks now.  What is the cause of this?

            Amr Hamza (Legacy) added a comment -

            Hi Atlassian Team,

            I was surprised today by the fact that the automations are no longer buggy. Can you please confirm, if the bug has been fixed?

            Thanks and cheers,

            Amr

            Amr Hamza (Legacy) added a comment - Hi Atlassian Team, I was surprised today by the fact that the automations are no longer buggy. Can you please confirm, if the bug has been fixed? Thanks and cheers, Amr

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

                Created:
                Updated:
                Resolved: