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Bug
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Resolution: Answered
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Medium
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None
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1.1.6, 1.2.0.2, 3.0.9
NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.
Summary of bug
When enabling Service Desk for an existing project, if there are already existing issues that are closed, those issues will not have the SLA counter, and as such will not be counted into the SLA reports
Steps to reproduce
- Create a project and a few issues
- Close some of the issues (but not all)
- Enable Service Desk for that project
- Check the closed issues, there will not be any SLA there.
An example :
The project PNS has 5 issues :
When searching for
project = PNS and "Time to resolution" = breached()
the results contains 1 issue :
When searching for
project = PNS and "Time to resolution" != breached()
the results contains 3 issues :
There is one more issue missing, and that issue was actually closed before Service Desk was enabled for this project. As such, the results from the two queries does not add up to the total amount of issues contained in the project.
Additional Info
- Although the closed issues will not have any SLA, the issues that are not closed yet will have SLA
- If the closed issues are re-opened, then SLA will be enabled for it. However, the SLA will be reset
- When Service Desk is activated for a project, the SLA information is actually already stored in the database, even for the closed issues. However, for some reason, it is not showing in the UI of the issue.
Workaround
To enable SLAs for already resolved issues, use the REST API SLA reconstruction call from this KB article: https://confluence.atlassian.com/jirakb/missing-or-corrupted-sla-data-in-jira-service-management-828790603.html
This reconstruction call will ignore the fact that the issue was already resolved, and will add the SLA to this issue.
- has a derivative of
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JSDSERVER-676 Give option to enable SLA for closed issues
- Gathering Interest
- is duplicated by
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- Closed
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- relates to
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- Closed
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- was cloned as
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- Gathering Interest
(3 mentioned in)
[JSDSERVER-358] SLA is not enabled for closed issues
| Remote Link | Original: This issue links to "Page (Extranet)" [ 106167 ] |
| Description |
Original:
{panel:bgColor=#e7f4fa} *NOTE:* This bug report is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding bug report|http://jira.atlassian.com/browse/JSDCLOUD-358]. {panel} h3. Summary of bug When enabling Service Desk for an existing project, if there are already existing issues that are closed, those issues will not have the SLA counter, and as such will not be counted into the SLA reports h3. Steps to reproduce # Create a project and a few issues # Close some of the issues (but not all) # Enable Service Desk for that project # Check the closed issues, there will not be any SLA there. An example : The project PNS has 5 issues : !SDS1.png|thumbnail! When searching for {noformat}project = PNS and "Time to resolution" = breached(){noformat} the results contains 1 issue : !SDS2.png|thumbnail! When searching for {noformat}project = PNS and "Time to resolution" != breached(){noformat} the results contains 3 issues : !SDS4.png|thumbnail! There is one more issue missing, and that issue was actually closed before Service Desk was enabled for this project. As such, the results from the two queries does not add up to the total amount of issues contained in the project. h3. Additional Info * Although the closed issues will not have any SLA, the issues that are not closed yet will have SLA * If the closed issues are re-opened, then SLA will be enabled for it. However, the SLA will be reset * When Service Desk is activated for a project, the SLA information is actually already stored in the database, even for the closed issues. However, for some reason, it is not showing in the UI of the issue. |
New:
{panel:bgColor=#e7f4fa}
*NOTE:* This bug report is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding bug report|http://jira.atlassian.com/browse/JSDCLOUD-358]. {panel} h3. Summary of bug When enabling Service Desk for an existing project, if there are already existing issues that are closed, those issues will not have the SLA counter, and as such will not be counted into the SLA reports h3. Steps to reproduce # Create a project and a few issues # Close some of the issues (but not all) # Enable Service Desk for that project # Check the closed issues, there will not be any SLA there. An example : The project PNS has 5 issues : !SDS1.png|thumbnail! When searching for {noformat}project = PNS and "Time to resolution" = breached(){noformat} the results contains 1 issue : !SDS2.png|thumbnail! When searching for {noformat}project = PNS and "Time to resolution" != breached(){noformat} the results contains 3 issues : !SDS4.png|thumbnail! There is one more issue missing, and that issue was actually closed before Service Desk was enabled for this project. As such, the results from the two queries does not add up to the total amount of issues contained in the project. h3. Additional Info * Although the closed issues will not have any SLA, the issues that are not closed yet will have SLA * If the closed issues are re-opened, then SLA will be enabled for it. However, the SLA will be reset * When Service Desk is activated for a project, the SLA information is actually already stored in the database, even for the closed issues. However, for some reason, it is not showing in the UI of the issue. h3. Workaround To enable SLAs for already resolved issues, use the REST API SLA reconstruction call from this KB article: https://confluence.atlassian.com/jirakb/missing-or-corrupted-sla-data-in-jira-service-management-828790603.html This reconstruction call will ignore the fact that the issue was already resolved, and will add the SLA to this issue. |
| Workflow | Original: JSD Bug Workflow v5 - TEMP [ 2304808 ] | New: JAC Bug Workflow v3 [ 3125972 ] |
| Status | Original: Done [ 10044 ] | New: Closed [ 6 ] |
| Remote Link | New: This issue links to "Page (Confluence)" [ 399541 ] |
| Remote Link | New: This issue links to "Page (Extranet)" [ 352301 ] |
| Workflow | Original: JSD Bug Workflow v5 [ 2059374 ] | New: JSD Bug Workflow v5 - TEMP [ 2304808 ] |
| Workflow | Original: JSD Bug Workflow v5 - TEMP [ 2056807 ] | New: JSD Bug Workflow v5 [ 2059374 ] |
| Workflow | Original: JSD Bug Workflow v5 [ 1956046 ] | New: JSD Bug Workflow v5 - TEMP [ 2056807 ] |
| Workflow | Original: JSD Bug Workflow v4 [ 1615983 ] | New: JSD Bug Workflow v5 [ 1956046 ] |
| Description |
Original:
h3. Summary of bug
When enabling Service Desk for an existing project, if there are already existing issues that are closed, those issues will not have the SLA counter, and as such will not be counted into the SLA reports h3. Steps to reproduce # Create a project and a few issues # Close some of the issues (but not all) # Enable Service Desk for that project # Check the closed issues, there will not be any SLA there. An example : The project PNS has 5 issues : !SDS1.png|thumbnail! When searching for {noformat}project = PNS and "Time to resolution" = breached(){noformat} the results contains 1 issue : !SDS2.png|thumbnail! When searching for {noformat}project = PNS and "Time to resolution" != breached(){noformat} the results contains 3 issues : !SDS4.png|thumbnail! There is one more issue missing, and that issue was actually closed before Service Desk was enabled for this project. As such, the results from the two queries does not add up to the total amount of issues contained in the project. h3. Additional Info * Although the closed issues will not have any SLA, the issues that are not closed yet will have SLA * If the closed issues are re-opened, then SLA will be enabled for it. However, the SLA will be reset * When Service Desk is activated for a project, the SLA information is actually already stored in the database, even for the closed issues. However, for some reason, it is not showing in the UI of the issue. |
New:
{panel:bgColor=#e7f4fa} *NOTE:* This bug report is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding bug report|http://jira.atlassian.com/browse/JSDCLOUD-358]. {panel} h3. Summary of bug When enabling Service Desk for an existing project, if there are already existing issues that are closed, those issues will not have the SLA counter, and as such will not be counted into the SLA reports h3. Steps to reproduce # Create a project and a few issues # Close some of the issues (but not all) # Enable Service Desk for that project # Check the closed issues, there will not be any SLA there. An example : The project PNS has 5 issues : !SDS1.png|thumbnail! When searching for {noformat}project = PNS and "Time to resolution" = breached(){noformat} the results contains 1 issue : !SDS2.png|thumbnail! When searching for {noformat}project = PNS and "Time to resolution" != breached(){noformat} the results contains 3 issues : !SDS4.png|thumbnail! There is one more issue missing, and that issue was actually closed before Service Desk was enabled for this project. As such, the results from the two queries does not add up to the total amount of issues contained in the project. h3. Additional Info * Although the closed issues will not have any SLA, the issues that are not closed yet will have SLA * If the closed issues are re-opened, then SLA will be enabled for it. However, the SLA will be reset * When Service Desk is activated for a project, the SLA information is actually already stored in the database, even for the closed issues. However, for some reason, it is not showing in the UI of the issue. |