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  1. Jira Service Management Data Center
  2. JSDSERVER-6238

Extremely slow SLA recalculation time when a Service Desk project contains a high number of issues

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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.

            [JSDSERVER-6238] Extremely slow SLA recalculation time when a Service Desk project contains a high number of issues

            Thiago Masutti made changes -
            Remote Link Original: This issue links to "JSDS-3557 (JIRA Server (Bulldog))" [ 423087 ] New: This issue links to "JSMDC-3557 (JIRA Server (Bulldog))" [ 423087 ]
            Aqqiela made changes -
            Remote Link Original: This issue links to "DBR-269 (Bulldog)" [ 515995 ] New: This issue links to "DBR-269 (JIRA Server (Bulldog))" [ 515995 ]

            Jana Jäger added a comment -

            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.

            Jana Jäger added a comment - 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.
            Elton Santos made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 560940 ]
            Maciej Swinarski (Inactive) made changes -
            Remote Link New: This issue links to "DBR-269 (Bulldog)" [ 515995 ]
            set-jac-bot made changes -
            Fixed in Enterprise Release/s New: [Download 4.5|https://confluence.atlassian.com/enterprise/atlassian-enterprise-releases-948227420.html]
            Marko Filipan made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 476291 ]
            Aliaksei Melnikau (Inactive) made changes -
            Remote Link Original: This issue links to "Page (Confluence)" [ 469211 ]
            Aliaksei Melnikau (Inactive) made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 469211 ]
            Sven Laanela (Inactive) made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 468393 ]

              mreil1 Markus Reil (Inactive)
              jrey Julien Rey
              Affected customers:
              7 This affects my team
              Watchers:
              16 Start watching this issue

                Created:
                Updated:
                Resolved: