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  1. Jira Service Management Data Center
  2. JSDSERVER-6233

Filters involving SLA JQL functions show different results to agent and non-agent users

    • Icon: Bug Bug
    • Resolution: Unresolved
    • Icon: Low Low
    • None
    • 3.15.3
    • SLA

      Issue description

      If a JQL filter is referring to another filter involving SLA JQL functions, it will show different results to agent and non-agent users.

      Steps to reproduce

      • Create a 1st JQL filter involving SQL functions, for example:
        project = SD_TEST AND ("Test SLA" = breached() OR "Test SLA" != breached())
        
      • Let's call this filter "SLA Not Empty"
      • Create a 2nd JQL filter which is referring to the 1st JQL filter, for example:
        project = SD_TEST AND filter != "SLA Not Empty"
        
      • Let's call this filter "SLA Empty"
      • Create 2 JIRA accounts:
        • Make the 1st account an Agent by granting this user a Service Desk license
        • Make the 2nd account a non-Agent by granting this user a JIRA Core or Software license
      • Open the 1st filter "SLA Not Empty" with each user.
        • Verify that this filter is viewable by the Agent:
        • Verify that this filter is non-viewable by the Agent and that the following error is thrown, which is expected since non-agent users don't have access to any SLA functionality:
          You must be an agent to use the SLA JQL functions.

      • Open the 2nd filter with the Agent user
      • Open the 2nd filter with the non-Agent user

      Actual Result

      The 2nd filter is not only viewable by the non-Agent user, but it shows a different number of results (82 results, vs 73 results for the Agent user):

      Expected Result

      The 2nd filter should not be viewable by the non-agent user, and the following error should be thrown, since non-agent users don't have access to any SLA functionality:

      You must be an agent to use the SLA JQL functions.

      OR

      Both users (agent or not) should see the same results when viewing the same filter (as long as they have the same permissions to view these issues).

      Workaround

      • Provide the non-agent user with a Service Desk license, so that the SLA functions can work as expected for this user
      • Or use a filter that does not involve any SLA JQL function to ensure that both agents and non-agents see the same results

            [JSDSERVER-6233] Filters involving SLA JQL functions show different results to agent and non-agent users

            Marc Dacanay made changes -
            Labels Original: pm New: pm ril
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              Unassigned Unassigned
              jrey Julien Rey
              Affected customers:
              7 This affects my team
              Watchers:
              7 Start watching this issue

                Created:
                Updated: