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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

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

            No work has yet been logged on this issue.

              jxu2@atlassian.com Sam Xu
              tmasutti Thiago Masutti
              Affected customers:
              0 This affects my team
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                Created:
                Updated:
                Resolved: