Issue Summary

When an Automation rule (from Automation For Jira) is used to update a custom field in a ticket from a JSM project, the custom field value is not always indexed, as a result any feature relying on issue search does not show up to date information such as:

• Issue Filters
• JSM queues

Root Cause

When a field is updated by an Automation rule, the data in the database is correctly updated but intermittently the reindexing does not occur and due to that the JSM queue breaks and gives incorrect results. A custom field is updated correctly in the Database

This is not seen when the field is manually updated but only occurs when using the Automation rule to update the field.

SdSerialisedOffThreadProcessor:thread-4 runs AsyncMessageProcessorImpl#masterQueueSpinConsumer, processing events that are added after it has started. The loop runs without refreshing its thread local caches when necessary and due to that the indexes are not properly updated which causes the issue.

This is reproducible on Data Center: yes

Steps to Reproduce

1. Customer uses A4J to update the Select List (single choice) customfield to
   • “Customer” after a JSM customer adds a comment
   • “Agent ” after a JSM agent adds a comment
2. Customer has a JSM queue that uses this customfield value in the queue JQL query to track tickets waiting on support.
3. Once the tickets come into this queue then agents respond to the customer

Expected Results

Everything works as expected and whenever the custom field is updated then the tickets are correctly seen in the queue and helps the agents to work on it.

Actual Results

This issue occurs intermittently sometimes even after the custom field data is properly updated still the JQL query results are incorrect and due to that the JSM queue does not have the correct tickets which causes a lot of problems for the users to track the tickets.

Workaround

To be added later