Issue Summary
The behavior of the Due Date: Not Passed condition when it is used as a Paused condition in an SLA configuration is inconsistent.
Steps to Reproduce
- 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"
- Create a new issue with a not breached Due Date, and observe that the SLA "Due Date SLA" is paused
- Let the Due Date breach naturally or force it by changing your date/time locally.
- Refresh the issue created previously and observe that the SLA "Due Date SLA" is still paused
Expected Results
The behavior of an SLA pausing on the Due Date: Not Passed condition should be consistent when you let Due Date ages naturally.
Actual Results
The behavior of an SLA pausing on the Due Date: Not Passed condition is not consistent at all.
Workaround
There is no workaround for this at the moment.
- is related to
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JSDSERVER-6383 Inconsistent behavior of the "Due Date: Not Passed" SLA condition when the due date field is empty
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[JSDSERVER-6642] Inconsistent behavior of the "Due Date: Not Passed" SLA condition
Hello,
This is certainly impacting us at the University of Maine System in our service desk implementation. This feature seems like an elegant fix to a fairly simple problem but since it isn't working for us we have had to look at more complex and troublesome solutions to work around it.
Now at 29.9.2022 we still have this issue.
This impacts our Business since SLA are Basis for the Contracts with our Customers.
Please make the due date passed SLA condition reliable.
Thank
BR
Heiko Gerlach
Nexus AG