Issue Summary

The SLA incorrectly unpauses when it is configured with 2 pause conditions, and then an issue changes from verifying 2 pause conditions to only 1 pause condition.

Environment

Bug replicable on any JSM 4.x version.

Please note that the same behavior is replicable on JSM 5.0.0, but because the steps to replicate it are slightly different, a separate bug was raised: https://jira.atlassian.com/browse/JSDSERVER-11846

Steps to replicate

• Install Jira Service Management (JSM) on any 4.x version
• Create a new JSM project
• Create a new SLA with:
  • "issue created" as the start condition
  • the 2 pause conditions listed below:
    • Status: Waiting for customer
    • Assignee: Set
  • any stop condition
    
• Create a new issue in the JSM project
  • Verify that the SLA is ticking as expected
    
• Transition it to "Waiting for customer"
  • Verify that the SLA is paused as expected
    
• Set the assignee field to any user
  • Verify that the SLA is still paused as expected
    
• Clear the assignee field
  • Verify that the SLA is still paused as expected (The SLA should still be paused due to the condition "Status: Waiting for customer")
    
• Make any update to the start, pause or stop condition of the SLA and save the changes. The SLA will be automatically recalculated for all non resolved JSM issues
  
• Open the Jira issue and check the state of the SLA

Expected behavior

The SLA should still be paused due to the condition "Status: Waiting for customer"

Actual behavior

The SLA starts ticking again

Notes

The bug can also be replicated without updating the SLA configuration, but by forcing the SLA reconstruction using the SLA API reconstruction call from this KB article.

Workaround

No known workaround at the moment.

No workaround known so far.

Even the SLA reconstruction API call from this KB article won't fix the SLA.