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  1. Jira Service Management Data Center
  2. JSDSERVER-4405

SLA Keeps Running Bug

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      NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.

      Issue Summary

      If a user resolves an issue in Service Desk and sets a resolution, if the workflow also contains a post function to set resolution, the SLA for the issue would not stop running.

      Steps to Reproduce

      1. Create a Service Desk Project.
      2. Modify the workflow for the project created above.
      3. Add a post function of type update field to resolve issue transitions.
      4. Select option Resolution and Select any of the available resolutions.
      5. Save the workflow and publish your changes.
      6. Create a ticket in the project.
      7. Resolve the ticket through the Agent view.

      NOTE

      This is only reproducible if the transition the agent uses to close the request includes a screen where the resoulution field is set

      Expected Behavior

      JIRA would set the resolution and stop the SLA.

      Actual Behaviour

      JIRA would set the resolution but it would not stop the SLA.

      Workaround

      Remove either the post function or the field from the screen (or the screen completely from the transition).

            [JSDSERVER-4405] SLA Keeps Running Bug

            Mateo made changes -
            Remote Link Original: This issue links to "JSDS-384 (JIRA Server (Bulldog))" [ 274073 ] New: This issue links to "JSMDC-384 (JIRA Server (Bulldog))" [ 274073 ]
            Owen made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2305354 ] New: JAC Bug Workflow v3 [ 3126158 ]
            Owen made changes -
            Symptom Severity Original: Major [ 14431 ] New: Severity 2 - Major [ 15831 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 2059308 ] New: JSD Bug Workflow v5 - TEMP [ 2305354 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2056728 ] New: JSD Bug Workflow v5 [ 2059308 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 1956488 ] New: JSD Bug Workflow v5 - TEMP [ 2056728 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v4 [ 1615376 ] New: JSD Bug Workflow v5 [ 1956488 ]
            jonah (Inactive) made changes -
            Description Original: +Issue Summary+

            If a user resolves an issue in Service Desk and sets a resolution, if the workflow also contains a post function to set resolution, the SLA for the issue would not stop running.

            +Steps to Reproduce+
             # Create a Service Desk Project.
             # Modify the workflow for the project created above.
             # Add a post function of type {{update field}} to {{resolve issue}} transitions.
             # Select option {{Resolution}} and Select any of the available resolutions.
             # Save the workflow and publish your changes.
             # Create a ticket in the project.
             # Resolve the ticket through the Agent view.

            NOTE

            This is only reproducible if the transition the agent uses to close the request includes a screen where the resoulution field is set

            +Expected Behavior+

            JIRA would set the resolution and stop the SLA.

            +Actual Behaviour+

            JIRA would set the resolution but it would not stop the SLA.

            +Workaround+

            Remove either the post function or the field from the screen (or the screen completely from the transition).             		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-4405].
              {panel}

            +Issue Summary+

            If a user resolves an issue in Service Desk and sets a resolution, if the workflow also contains a post function to set resolution, the SLA for the issue would not stop running.

            +Steps to Reproduce+
             # Create a Service Desk Project.
             # Modify the workflow for the project created above.
             # Add a post function of type {{update field}} to {{resolve issue}} transitions.
             # Select option {{Resolution}} and Select any of the available resolutions.
             # Save the workflow and publish your changes.
             # Create a ticket in the project.
             # Resolve the ticket through the Agent view.

            NOTE

            This is only reproducible if the transition the agent uses to close the request includes a screen where the resoulution field is set

            +Expected Behavior+

            JIRA would set the resolution and stop the SLA.

            +Actual Behaviour+

            JIRA would set the resolution but it would not stop the SLA.

            +Workaround+

            Remove either the post function or the field from the screen (or the screen completely from the transition).
            jonah (Inactive) made changes -
            Link New: This issue relates to JSDCLOUD-4405 [ JSDCLOUD-4405 ]
            Matthew McMahon (Inactive) made changes -
            Remote Link New: This issue links to "JSDS-384 (JIRA Server (Bulldog))" [ 274073 ]

              dfranke@atlassian.com Dominik Franke
              ijimoh Ismael Olusula Jimoh (Inactive)
              Affected customers:
              2 This affects my team
              Watchers:
              2 Start watching this issue

                Created:
                Updated:
                Resolved: