Summary
WARN messages in logs regarding SLAs
- Create a new Service Desk project
- SLAs should be created by default for this project
- Change the project type to Business or Software
- Tail the logs
- Access the SLA page of another Service Desk project
The following will be seen in the logs
2017-09-07 16:23:09,658 http-nio-7431-exec-3 WARN admin 983x481x1 1d8hks9 127.0.0.1 /rest/servicedesk/1/servicedesk/agent/SDA/sla/consistencydata [c.a.s.i.sla.searcher.OutdatedSlaQueryGenerator] Time metric with name Time to first response and id 4 not associated with any service desk project : Errors: {}
Error Messages: [The Service Desk you are trying to view does not exist.]
2017-09-07 16:23:09,662 http-nio-7431-exec-3 WARN admin 983x481x1 1d8hks9 127.0.0.1 /rest/servicedesk/1/servicedesk/agent/SDA/sla/consistencydata [c.a.s.i.sla.searcher.OutdatedSlaQueryGenerator] Time metric with name Time to resolution and id 3 not associated with any service desk project : Errors: {}
Error Messages: [The Service Desk you are trying to view does not exist.]
2017-09-07 16:23:10,157 http-nio-7431-exec-7 WARN admin 983x488x1 1d8hks9 127.0.0.1 /rest/servicedesk/1/servicedesk/agent/SDA/sla/metrics [c.a.s.i.sla.searcher.OutdatedSlaQueryGenerator] Time metric with name Time to first response and id 4 not associated with any service desk project : Errors: {}
Error Messages: [The Service Desk you are trying to view does not exist.]
2017-09-07 16:23:10,159 http-nio-7431-exec-7 WARN admin 983x488x1 1d8hks9 127.0.0.1 /rest/servicedesk/1/servicedesk/agent/SDA/sla/metrics [c.a.s.i.sla.searcher.OutdatedSlaQueryGenerator] Time metric with name Time to resolution and id 3 not associated with any service desk project : Errors: {}
Error Messages: [The Service Desk you are trying to view does not exist.]
The project type is intentionally changed, so this message is redundant.
Suggestion
Suppress or remove this WARN message when a Service Desk project changed type to Business/Software
Note
This is different from JSDSERVER-5117. The name and id of the SLA is clearly stated in the logs for this.
Workaround
Navigate to the logging and profiling page and set the logging level to Error for the following package com.atlassian.servicedesk.internal
- links to
| Form Name | |||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
[JSDSERVER-5373] Suppress WARN messages regarding SLA after a project has changed type from Service Desk to Business / Software
I'm seeing these WARN messages in our test environment. In our case it looks like the SLA ID's referenced in the WARN messages are from projects that have been deleted from the test environment. It seems that even through the project is deleted the SLA metrics for that project remain in the system and database. This then flags as a WARN message in the logs for any new issues entered in Service Desk regardless of the project.
I would like to suggest that along with the ability to suppress the WARN messages in the logs you add functionality to better clean up these old SLA metrics when a project is deleted.
Is there a way to clean up the SLA's to reduce the impact on performance? If not, I would add to this feature some means if identifying orphaned SLAs and cleaning them up.