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Bug
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Resolution: Fixed
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High
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3.10.1, 3.13.0, 3.14.0, 3.15.0, 3.16.0
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24
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Severity 2 - Major
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29
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Issue description
When a Service Desk project contains a high number of issues (for example more than 20k), the SLA recalculation might get stuck or take a long time after editing an SLA configuration.
Steps to reproduce
- Create a Service Desk project with at least 20k open issues
- Make a change to an existing SLA in the project via the page Project Settings > SLAs, in order to trigger the re-calculation of this SLA for the entire project
Note that this issue has not been reproduced on Atlassian side, but it has been reported by some customers.
Actual Result
The SLA recalculation takes a lot of time to complete, and from the UI it looks like it's stuck since the progression bar does not seem to progress.
Note that the time it takes for the recalculation to complete varies depending:
- on the customer's environment
- the length of the history of issues for which the SLA needs to be recalculated
- the number of goals in the SLA configuration
- the number of SLAs configured in the project
Expected Result
The recalculation of the SLA should be faster (although it is difficult to tell how long it should take as it depends on many factors, see above).
Workaround
No known workaround.
- is related to
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- Closed
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- is mentioned by
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DBR-269 You do not have permission to view this issue
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[JSDSERVER-6238] Extremely slow SLA recalculation time when a Service Desk project contains a high number of issues
Hi,
We have recently made improvements to JSD Server around SLA recalculation. You should see significantly improved performance in this area in JSD Server 4.2.
Another optimisation that we are considering rolling out in upcoming versions of JSD Server is to allow SLA calculation run concurrently in multiple threads. However, before doing that, we would like to gather your feedback on how much of an improvement this provides. The parallel SLA recalculation is available on JSD version 4.3.2+ and can be enabled by using the
sd.sla.parallel.recalculation
feature flag.
Please note the parallel SLA recalculation will use all available processor cores by default. This can be configured via the
servicedesk.sla.recalculation.max.threads
Jira application property if required.
Please leave your feedback on this ticket and let us know if the above improvements have fixed or significantly improved the slow SLA recalculation problem for you.
We experience this with only 83 issues and 20 SLA goals (which depend on Insight objects and different calendars). Recalculation is now running for 4 days!
We experience this with much lower numbers of issues.. ie. one of the projects experiencing this contains 1830 issues. The global volume of issues across all projects is much higher + we have 18 different SLA custom fields defined, each project using 2 or 3
We have had the same issue, we have over 20k tickets in one project and we added some new SLA's rule and they just never recalculate. Admins if you want more feedback to our environment let me know.
How long should this take? Created a bunch of new SLA's (deleted the old ones) & waiting for 16 hours now to recalculate. Thank you for advising.