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  1. Jira Service Management Data Center
  2. JSDSERVER-16282

Editing an issue as an agent starts an SLA configured for Resolution: Cleared event

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    • Icon: Bug Bug
    • Resolution: Fixed
    • Icon: Low Low
    • 11.0.0, 10.3.8, 10.7.2
    • 10.5.1, 10.6.0, 10.3.5, 10.3.6, 10.3.7, 10.6.1
    • SLA

      Issue Summary

      If an SLA is configured to be started with a Resolution: Cleared event, editing the issue as an agent is wrongly triggering the SLA.

      Steps to Reproduce

      1. Install a vanilla instance of Jira Service Management (JSM) 10.3.4.
      2. Create a licensed JSM user; i.e. user001.
      3. Create a sample service project; i.e. ITSM1.
      4. Within the project settings, edit the Time to first response SLA.
        • Ensure the Start includes the Resolution: Cleared option.
        • Ensure the calendar of all Goals are the 24/7 calendar.
      5. Within the project settings, edit the User and roles configuration to include the jira-servicedesk-users group to the Service Desk Team role.
      6. Authenticate as a customer to the service portal and create a new ticket.
      7. Authenticate to JSM as an agent (user001) and access therecently created ticket.
      8. Notice the Time to first response SLA is running.
      9. As the agent add a new comment using the Share with customer option.
      10. Notice the Time to first response SLA stopped.
      11. Add a new label to the ticket.
      12. Refresh the page and notice the SLA is still stopped.
      13. Upgrade JSM to 10.3.7.
      14. Access the same ticket, add a new label and refresh the page.

      Expected Results

      The SLA is still stopped.

      Actual Results

      The SLA is running.

      Workaround

      1. Access the dark feature admin page. 
        <Jira-Base-URL>/secure/admin/SiteDarkFeatures!default.jspa
      2. Within the Enable dark feature, add the following. 
        sd.resolution.sla.check.current.state.bugfix.disabled

            [JSDSERVER-16282] Editing an issue as an agent starts an SLA configured for Resolution: Cleared event

            Satej Mirpagar made changes -
            Resolution New: Fixed [ 1 ]
            Status Original: Waiting for Release [ 12075 ] New: Closed [ 6 ]
            SET Analytics Bot made changes -
            Support reference count Original: 2 New: 1

            Sam Xu added a comment -

            Hi everyone,

            This is Sam Xu from the JSM DC team. I’m pleased to share that we’ve identified a fix for the bug you reported. The fix is currently being rolled out through our deployment stages, so it may take a few days to reach all users. Thank you for your patience.

            Important details:

            • The original issue that led to the creation of the feature flag sd.resolution.sla.check.current.state.bugfix is tracked here: JSDSERVER-16048.
            • The root cause was unreliable Jira issue history when using a post function to set resolution. More details: JRASERVER-78674.
            • We have fixed the underlying problem with Jira issue history and have now disabled the feature flag by default.
            • Note: This fix will not retroactively update existing issues. If you continue to see the bug (JSDSERVER-16048) on older issues, you can enable the flag sd.resolution.sla.check.current.state.bugfix.enabled. However, this may reintroduce this bug (JSDSERVER-16282) again.
              • There is no simple solution to “fix both” for existing issues, as their Jira history may be unreliable. When the feature flag is enabled, we treat Jira history as unreliable; when disabled, we treat it as fully reliable.

            Thank you for your understanding.

            Best,
            Sam Xu

            Sam Xu added a comment - Hi everyone, This is Sam Xu from the JSM DC team. I’m pleased to share that we’ve identified a fix for the bug you reported. The fix is currently being rolled out through our deployment stages, so it may take a few days to reach all users. Thank you for your patience. Important details: The original issue that led to the creation of the feature flag sd.resolution.sla.check.current.state.bugfix is tracked here: JSDSERVER-16048 . The root cause was unreliable Jira issue history when using a post function to set resolution. More details: JRASERVER-78674 . We have fixed the underlying problem with Jira issue history and have now disabled the feature flag by default. Note: This fix will not retroactively update existing issues. If you continue to see the bug ( JSDSERVER-16048 ) on older issues, you can enable the flag sd.resolution.sla.check.current.state.bugfix.enabled . However, this may reintroduce this bug ( JSDSERVER-16282 ) again. There is no simple solution to “fix both” for existing issues, as their Jira history may be unreliable. When the feature flag is enabled, we treat Jira history as unreliable; when disabled, we treat it as fully reliable. Thank you for your understanding. Best, Sam Xu
            Sam Xu made changes -
            Status Original: In Review [ 10051 ] New: Waiting for Release [ 12075 ]
            Sam Xu made changes -
            Fix Version/s New: 10.7.2 [ 113126 ]
            Fix Version/s New: 10.3.8 [ 112691 ]
            Fix Version/s New: 11.0.0 [ 111000 ]
            Sam Xu made changes -
            Status Original: In Progress [ 3 ] New: In Review [ 10051 ]
            Sam Xu made changes -
            Status Original: Short Term Backlog [ 12074 ] New: In Progress [ 3 ]
            Sam Xu made changes -
            Assignee New: Sam Xu [ jxu2@atlassian.com ]
            SET Analytics Bot made changes -
            UIS New: 9
            SET Analytics Bot made changes -
            Support reference count New: 2

              jxu2@atlassian.com Sam Xu
              tmasutti Thiago Masutti
              Affected customers:
              0 This affects my team
              Watchers:
              4 Start watching this issue

                Created:
                Updated:
                Resolved: