Details
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Bug
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Resolution: Fixed
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Medium
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2.5.0
Description
This is happening to me on 2.5.0
It was working fine, but then I disabled and re-enabled the plugin and since then SLA is broken. All requests go into paused state.
I have not modified the SLA or workflow and can confirm it was definitely working before I disabled the plugin.
I can't confirm for definite it was caused by disable/re-enable plugin, but that seems to be the only thing I could possibly link this to.
Blocker - SLA is broken.
Note: I disabled the plugin to confirm it was Service Desk that was causing the error in Agile before I located JSD-2016 .
Summary
In JIRA Service Desk 2.5.0, The default time to resolution metric is configured as the following:
- START: Issue created, Resolution: Cleared
- PAUSE ON:
- STOP: Resolution: Set
However, when the issue gets created, the SLA is on pause. If user configures a new metric for SLA, it will work properly.
Steps to Reproduce
- Create a Service Desk
- Using the default configuration of SLA (Time to Resolution metric), create issue
- Everything OK
- Disable the Service Desk plugin
- Enable the Service Desk plugin
- Create a Service Desk issue
- The SLA will be on pause, while it should start
Expected Behavior
When the issue gets created, the SLA should start.
– From Cloned Issue –
Summary
In JIRA Service Desk 2.2.0, The default time to resolution metric is configured as the following:
- START: Issue created, Resolution: Cleared
- PAUSE ON:
- STOP: Resolution: Set
However, when the issue gets created, the SLA is on pause. If user configures a new metric for SLA, it will work properly.
Steps to Reproduce
- Create a Service Desk
- Using the default configuration of SLA (Time to Resolution metric), create issue
- The SLA will be on pause, while it should start
Expected Behavior
When the issue gets created, the SLA should start.
Additional Information
- It misbehaves in JIRA Service Desk 2.2.0 only
- It works properly in JIRA Service Desk 2.1.1
Attachments
Issue Links
- is cloned from
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- Closed
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