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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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3.3.2
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Severity 3 - Minor
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Summary
After updating SLA 'Pause On' condition, existing tickets with affected statuses are not updated.
Environment
JIRA 7.3.2
JIRA Service Desk 3.3.2
Steps to Reproduce
- Have a service desk project with issue statuses Waiting for Clarification and Waiting for Call Center.
- Have an SLA with Waiting for Clarification status in the Pause On conditions.
- Edit the SLA Pause On conditions: remove Waiting for Clarification and add Waiting for Call Center.
Expected Results
After SLA recalculates:
- The SLA is no longer paused for issues with the status Waiting for Clarification.
- The SLA is now paused for issues with the status Waiting for Call Center.
Actual Results
After SLA recalculates:
- The SLA remains paused for existing issues with the status Waiting for Clarification.
- The SLA is not paused for existing issues with the status Waiting for Call Center.
- New issues and issues which are updated by the user see the SLA enter the proper state.
- Only existing issues are affected.
Workaround
Since any change/update to affected issues causes the SLA to enter the correct state for those issues, a bulk change to all affected issues (for example, bulk add comment) will update the SLA state to reflect the rule change.
Notes
Locked reindex and JIRA restart have no effect on the SLA state. Screenshots attached.
- is caused by
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- Closed
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- was cloned as
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JSMDC-454 You do not have permission to view this issue
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