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      Issue Summary

      With Jira Service Management version 4.5.9, customer is seeing an error. This is affecting only one project.

       2021-01-30 12:26:44,984-0800 SdOffThreadEventJobRunner:thread-1 ERROR mweyman 1116x5x1 597krr 10.201.100.197,10.156.19.241 /rest/api/latest/issue/PRODSECOPS-13436/comment/5750038 [servicedesk.internal.util.SafeRunner] Unable to run event handler onIssueChangedEvent: IssueChangedEventImpl{changeItems=[com.atlassian.jira.issue.history.ChangeItemBean@5df109ea[fieldType=jira,field=status,from=10225,fromString=Pre-Check,to=11125,toString=Scheduled,created=2021-01-28 12:00:55.606]], author=Optional[mweyman(JIRAUSER43928)], comment=Optional.empty, issue=TO-48556, eventTime=Thu Jan 28 12:00:55 PST 2021, sendMail=true, spanningOperation=null} java.lang.IllegalArgumentException: com.atlassian.servicedesk.internal.sla.metric.DateTimeRange - the START time of the DateTimeRange (2021-01-29T03:22:23.662Z) must be less than or equal to the STOP time (2021-01-28T20:00:55.606Z) at com.atlassian.servicedesk.internal.sla.metric.DateTimeRange.<init>(DateTimeRange.java:38) at com.atlassian.servicedesk.internal.sla.goal.GoalCalculationServiceImpl.calculateRemainingTime(GoalCalculationServiceImpl.java:152) at
      

      Customer also found that SLAs are not setting on jira issues.
      They see the update button under SLA.Issue is not set with SLA first, after they click update the SLA, they can see the issue set with an SLA
       

      Steps to Reproduce

      Jira Service Desk 4.5.9

      Expected Results

      JSD automation rules should work

      Actual Results

      JSD automation rules are affected

      The below exception is thrown in the xxxxxxx.log file:

      .021-01-04 21:48:16,856 http-nio-9000-exec-1781 url:/rest/servicede...desk/IT/report/811 username:msauni ERROR msauni 1308x30023964x3 11g6q0t 47.156.65.127,35.190.16.123,35.191.8.17,10.104.5.8 /rest/servicedesk/reports/1/servicedesk/IT/report/811 [c.a.p.r.c.error.jersey.ThrowableExceptionMapper] Uncaught exception thrown by REST service: com.atlassian.servicedesk.internal.sla.metric.DateTimeRange - the START time of the DateTimeRange (2020-11-17T22:24:21.325Z) must be less than or equal to the STOP time (2020-11-17T22:24:13.012Z)
      java.lang.IllegalArgumentException: com.atlassian.servicedesk.internal.sla.metric.DateTimeRange - the START time of the DateTimeRange (2020-11-17T22:24:21.325Z) must be less than or equal to the STOP time (2020-11-17T22:24:13.012Z)
      	at com.atlassian.servicedesk.internal.sla.metric.DateTimeRange.<init>(DateTimeRange.java:38)
      	at com.atlassian.servicedesk.internal.sla.model.Timeline.getRanges(Timeline.java:136)
      	at com.atlassian.servicedesk.internal.sla.model.Timeline.getPausedRanges(Timeline.java:81)
      	at com.atlassian.servicedesk.internal.sla.metric.TimeMetricCalculationServiceImpl.getAllCycleMetricData(TimeMetricCalculationServiceImpl.java:35)
      	at com.atlassian.servicedesk.internal.sla.metric.SLALuceneDocumentDataManagerImpl.getDataFromMostRecentCycle(SLALuceneDocumentDataManagerImpl.java:46)
        ...
      	at com.atlassian.servicedesk.plugins.reports.internal.collector.translator.AbstractTimeMetricTranslator.build(AbstractTimeMetricTranslator.java:68)
      	at com.atlassian.servicedesk.plugins.reports.internal.collector.callback.MultiFieldCallback.documentComplete(MultiFieldCallback.java:56)
      	at com.atlassian.servicedesk.internal.search.issue.service.PluginDataCollector.collect(PluginDataCollector.java:65)
      	at org.apache.lucene.search.Weight$DefaultBulkScorer.scoreAll(Weight.java:233)
      	at org.apache.lucene.search.Weight$DefaultBulkScorer.score(Weight.java:184)
      	at org.apache.lucene.search.BulkScorer.score(BulkScorer.java:39)
      	at org.apache.lucene.search.IndexSearcher.search(IndexSearcher.java:660)
      	at org.apache.lucene.search.IndexSearcher.search(IndexSearcher.java:462)
      	at com.atlassian.jira.index.DelegateSearcher.search(DelegateSearcher.java:169)
      	at com.atlassian.jira.index.DelegateSearcher.search(DelegateSearcher.java:169)
      	at com.atlassian.jira.index.UnmanagedIndexSearcher.search(UnmanagedIndexSearcher.java:9)
      	at com.atlassian.jira.index.DelegateSearcher.search(DelegateSearcher.java:169)
      	at com.atlassian.jira.index.ManagedIndexSearcher.search(ManagedIndexSearcher.java:15)
      	at com.atlassian.jira.issue.search.providers.LuceneSearchProvider.search(LuceneSearchProvider.java:314)
      	at com.atlassian.jira.issue.search.providers.LuceneSearchProvider.search(LuceneSearchProvider.java:150)
        ...
      	at com.atlassian.servicedesk.internal.search.issue.service.IssueDataServiceImpl.lambda$find$1(IssueDataServiceImpl.java:60)
      	at com.atlassian.servicedesk.internal.search.issue.service.IssueDataServiceImpl.withPerformanceLog(IssueDataServiceImpl.java:73)
      	at com.atlassian.servicedesk.internal.search.issue.service.IssueDataServiceImpl.find(IssueDataServiceImpl.java:58)
        ...
      	at com.atlassian.servicedesk.plugins.reports.internal.reportdata.CustomReportDataServiceImpl.runQuery(CustomReportDataServiceImpl.java:456)
      	at com.atlassian.servicedesk.plugins.reports.internal.reportdata.CustomReportDataServiceImpl.runTimeMetricDurationQuery(CustomReportDataServiceImpl.java:366)
      	at com.atlassian.servicedesk.plugins.reports.internal.reportdata.CustomReportDataServiceImpl.getDataForSeries(CustomReportDataServiceImpl.java:247)
      	at com.atlassian.servicedesk.plugins.reports.internal.reportdata.CustomReportDataServiceImpl.lambda$getReportDataForSeries$3(CustomReportDataServiceImpl.java:154)
        ...
      	at com.atlassian.servicedesk.plugins.reports.internal.reportdata.CustomReportDataServiceImpl.getReportDataForSeries(CustomReportDataServiceImpl.java:155)
      	at com.atlassian.servicedesk.plugins.reports.internal.rest.ReportResource.getReportDataHelper(ReportResource.java:306)
      	at com.atlassian.servicedesk.plugins.reports.internal.rest.ReportResource.lambda$getReportData$25(ReportResource.java:200)
        ....
      

      Workaround

      Currently there is no known workaround for this behavior. A workaround will be added here when available

            Loading...
            IMPORTANT: JAC is a Public system and anyone on the internet will be able to view the data in the created JAC tickets. Please don’t include Customer or Sensitive data in the JAC ticket.

                Issue Summary

                With Jira Service Management version 4.5.9, customer is seeing an error. This is affecting only one project.

                 2021-01-30 12:26:44,984-0800 SdOffThreadEventJobRunner:thread-1 ERROR mweyman 1116x5x1 597krr 10.201.100.197,10.156.19.241 /rest/api/latest/issue/PRODSECOPS-13436/comment/5750038 [servicedesk.internal.util.SafeRunner] Unable to run event handler onIssueChangedEvent: IssueChangedEventImpl{changeItems=[com.atlassian.jira.issue.history.ChangeItemBean@5df109ea[fieldType=jira,field=status,from=10225,fromString=Pre-Check,to=11125,toString=Scheduled,created=2021-01-28 12:00:55.606]], author=Optional[mweyman(JIRAUSER43928)], comment=Optional.empty, issue=TO-48556, eventTime=Thu Jan 28 12:00:55 PST 2021, sendMail=true, spanningOperation=null} java.lang.IllegalArgumentException: com.atlassian.servicedesk.internal.sla.metric.DateTimeRange - the START time of the DateTimeRange (2021-01-29T03:22:23.662Z) must be less than or equal to the STOP time (2021-01-28T20:00:55.606Z) at com.atlassian.servicedesk.internal.sla.metric.DateTimeRange.<init>(DateTimeRange.java:38) at com.atlassian.servicedesk.internal.sla.goal.GoalCalculationServiceImpl.calculateRemainingTime(GoalCalculationServiceImpl.java:152) at
                

                Customer also found that SLAs are not setting on jira issues.
                They see the update button under SLA.Issue is not set with SLA first, after they click update the SLA, they can see the issue set with an SLA
                 

                Steps to Reproduce

                Jira Service Desk 4.5.9

                Expected Results

                JSD automation rules should work

                Actual Results

                JSD automation rules are affected

                The below exception is thrown in the xxxxxxx.log file:

                .021-01-04 21:48:16,856 http-nio-9000-exec-1781 url:/rest/servicede...desk/IT/report/811 username:msauni ERROR msauni 1308x30023964x3 11g6q0t 47.156.65.127,35.190.16.123,35.191.8.17,10.104.5.8 /rest/servicedesk/reports/1/servicedesk/IT/report/811 [c.a.p.r.c.error.jersey.ThrowableExceptionMapper] Uncaught exception thrown by REST service: com.atlassian.servicedesk.internal.sla.metric.DateTimeRange - the START time of the DateTimeRange (2020-11-17T22:24:21.325Z) must be less than or equal to the STOP time (2020-11-17T22:24:13.012Z)
                java.lang.IllegalArgumentException: com.atlassian.servicedesk.internal.sla.metric.DateTimeRange - the START time of the DateTimeRange (2020-11-17T22:24:21.325Z) must be less than or equal to the STOP time (2020-11-17T22:24:13.012Z)
                	at com.atlassian.servicedesk.internal.sla.metric.DateTimeRange.<init>(DateTimeRange.java:38)
                	at com.atlassian.servicedesk.internal.sla.model.Timeline.getRanges(Timeline.java:136)
                	at com.atlassian.servicedesk.internal.sla.model.Timeline.getPausedRanges(Timeline.java:81)
                	at com.atlassian.servicedesk.internal.sla.metric.TimeMetricCalculationServiceImpl.getAllCycleMetricData(TimeMetricCalculationServiceImpl.java:35)
                	at com.atlassian.servicedesk.internal.sla.metric.SLALuceneDocumentDataManagerImpl.getDataFromMostRecentCycle(SLALuceneDocumentDataManagerImpl.java:46)
                  ...
                	at com.atlassian.servicedesk.plugins.reports.internal.collector.translator.AbstractTimeMetricTranslator.build(AbstractTimeMetricTranslator.java:68)
                	at com.atlassian.servicedesk.plugins.reports.internal.collector.callback.MultiFieldCallback.documentComplete(MultiFieldCallback.java:56)
                	at com.atlassian.servicedesk.internal.search.issue.service.PluginDataCollector.collect(PluginDataCollector.java:65)
                	at org.apache.lucene.search.Weight$DefaultBulkScorer.scoreAll(Weight.java:233)
                	at org.apache.lucene.search.Weight$DefaultBulkScorer.score(Weight.java:184)
                	at org.apache.lucene.search.BulkScorer.score(BulkScorer.java:39)
                	at org.apache.lucene.search.IndexSearcher.search(IndexSearcher.java:660)
                	at org.apache.lucene.search.IndexSearcher.search(IndexSearcher.java:462)
                	at com.atlassian.jira.index.DelegateSearcher.search(DelegateSearcher.java:169)
                	at com.atlassian.jira.index.DelegateSearcher.search(DelegateSearcher.java:169)
                	at com.atlassian.jira.index.UnmanagedIndexSearcher.search(UnmanagedIndexSearcher.java:9)
                	at com.atlassian.jira.index.DelegateSearcher.search(DelegateSearcher.java:169)
                	at com.atlassian.jira.index.ManagedIndexSearcher.search(ManagedIndexSearcher.java:15)
                	at com.atlassian.jira.issue.search.providers.LuceneSearchProvider.search(LuceneSearchProvider.java:314)
                	at com.atlassian.jira.issue.search.providers.LuceneSearchProvider.search(LuceneSearchProvider.java:150)
                  ...
                	at com.atlassian.servicedesk.internal.search.issue.service.IssueDataServiceImpl.lambda$find$1(IssueDataServiceImpl.java:60)
                	at com.atlassian.servicedesk.internal.search.issue.service.IssueDataServiceImpl.withPerformanceLog(IssueDataServiceImpl.java:73)
                	at com.atlassian.servicedesk.internal.search.issue.service.IssueDataServiceImpl.find(IssueDataServiceImpl.java:58)
                  ...
                	at com.atlassian.servicedesk.plugins.reports.internal.reportdata.CustomReportDataServiceImpl.runQuery(CustomReportDataServiceImpl.java:456)
                	at com.atlassian.servicedesk.plugins.reports.internal.reportdata.CustomReportDataServiceImpl.runTimeMetricDurationQuery(CustomReportDataServiceImpl.java:366)
                	at com.atlassian.servicedesk.plugins.reports.internal.reportdata.CustomReportDataServiceImpl.getDataForSeries(CustomReportDataServiceImpl.java:247)
                	at com.atlassian.servicedesk.plugins.reports.internal.reportdata.CustomReportDataServiceImpl.lambda$getReportDataForSeries$3(CustomReportDataServiceImpl.java:154)
                  ...
                	at com.atlassian.servicedesk.plugins.reports.internal.reportdata.CustomReportDataServiceImpl.getReportDataForSeries(CustomReportDataServiceImpl.java:155)
                	at com.atlassian.servicedesk.plugins.reports.internal.rest.ReportResource.getReportDataHelper(ReportResource.java:306)
                	at com.atlassian.servicedesk.plugins.reports.internal.rest.ReportResource.lambda$getReportData$25(ReportResource.java:200)
                  ....
                

                Workaround

                Currently there is no known workaround for this behavior. A workaround will be added here when available

                        Unassigned Unassigned
                        bb910e3a9598 Veenit Doshi
                        Votes:
                        0 Vote for this issue
                        Watchers:
                        5 Start watching this issue

                          Created:
                          Updated:
                          Resolved:

                            Unassigned Unassigned
                            bb910e3a9598 Veenit Doshi
                            Affected customers:
                            0 This affects my team
                            Watchers:
                            5 Start watching this issue

                              Created:
                              Updated:
                              Resolved: