Summary

The behavior of the Due Date: Not Passed condition when it is used as a Paused condition in an SLA configuration is inconsistent when an issue has an empty due date:

• if the issue is created after the SLA is created, then the SLA will be paused
• if the issue is created before the SLA is created, then the SLA will be running

Steps to Reproduce

1. In a Service Desk project, create an SLA configured to pause with the Due Date: Not Passed condition. Let's call this SLA "Due Date SLA"
   
2. Create a new issue with an empty due date, and observe that the SLA "Due Date SLA" is paused
   
3. Create an SLA configured to pause with the Due Date: Not Passed condition. Let's call this SLA "Due Date SLA 2"
   
4. Refresh the issue created previously and observe that the SLA "Due Date SLA 2" is running
   
5. Run the API call from the KB article Missing/Corrupted SLA data in Jira Service Desk to reconstruct all the SLAs with this issue:

   Method: POST
   URL:<baseUrl>/rest/servicedesk/1/servicedesk/sla/admin/task/destructive/reconstruct?force=false
   Body: ["ISSUEKEY-XXX"]
   

6. Refresh the issue, and observe that now the SLA "Due Date SLA" is running
   

Expected Results

The behavior of an SLA pausing on the Due Date: Not Passed condition should be consistent when the due date is empty, regardless if:

• the issue was created before or after the SLA was created
• the SLA recalculation API call was sent or not

Actual Results

The behavior of an SLA pausing on the Due Date: Not Passed condition is not consistent when the due date is empty.

Workaround

Since the behavior of the Due Date: Not Passed condition is inconsistent when the due date is empty, but is working properly when the due date is set, a workaround would be to set the due date as a mandatory field to prevent it from being ever empty.

Suggested solution for the bug fix

In addition to making the behavior of the Due Date: Not Passed condition (regardless if an issue was created before or after the creation of an SLA configuration), it would be great if we could make this behavior configurable, so that based on its configuration, the SLA is:

• either running when the Due Date field is empty
• or pausing when the Due Date field is empty