[JSDSERVER-7349] Uncaught exception in DateTimeRange during update of an SLA value (in a background thread)

Type: Bug
Resolution: Fixed
Priority: High
Fix Version/s: 4.19.0
Affects Version/s: 4.14.1, 4.13.20
Component/s: SLA
Labels:
- cqt

Support reference count:
9
Symptom Severity:
Severity 3 - Minor
UIS:
54
Bug Fix Policy:
View Atlassian Server bug fix policy

Issue Summary

Some SLAs are not correctly calculated in background threads due to a DateTimeRange error. This issue sometimes also affects the visualisation of the SLA data for an affected issue in the Issue View.

Steps to Reproduce

With an affected issue (we don't know how to reproduce the root-cause);
Change the issue in a way that a new SLA transition would be created.

Expected Results

Transition occurs normally, with no errors in the log.

Actual Results

The below exception is thrown in the atlassian-jira.log file:

com.atlassian.servicedesk.internal.sla.metric.DateTimeRangeException: com.atlassian.servicedesk.internal.sla.metric.DateTimeRange - the START time of the DateTimeRange (2021-03-29T16:45:18.812Z) must be less than or equal to the STOP time (2021-03-29T16:44:53.734Z)
	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.getElapsedTime(TimeMetricCalculationServiceImpl.java:75)
	at com.atlassian.servicedesk.internal.sla.goal.GoalCalculationServiceImpl.calculateRemainingTime(GoalCalculationServiceImpl.java:160)
	at com.atlassian.servicedesk.internal.sla.goal.GoalCalculationServiceImpl.getRemainingTime(GoalCalculationServiceImpl.java:103)
	at com.atlassian.servicedesk.internal.sla.goal.SlaThresholdDataManagerImpl.updateThresholdData(SlaThresholdDataManagerImpl.java:43)
	at com.atlassian.servicedesk.internal.sla.data.SlaDataManagerImpl.updateThresholdData(SlaDataManagerImpl.java:542)
	at com.atlassian.servicedesk.internal.sla.data.SlaDataManagerImpl.processSlaDataUpdate(SlaDataManagerImpl.java:285)
	at com.atlassian.servicedesk.internal.sla.data.SlaDataManagerImpl.processSlasFromIssueEvent(SlaDataManagerImpl.java:137)
	at com.atlassian.servicedesk.internal.sla.listener.SlaCycleUpdaterImpl.processServiceDeskProjectEvent(SlaCycleUpdaterImpl.java:261)
	at com.atlassian.servicedesk.internal.sla.listener.SlaCycleUpdaterImpl.lambda$processEvent$13(SlaCycleUpdaterImpl.java:234)
	at io.atlassian.fugue.Option$Some.fold(Option.java:444)
	at com.atlassian.servicedesk.internal.sla.listener.SlaCycleUpdaterImpl.processEvent(SlaCycleUpdaterImpl.java:232)
	at com.atlassian.servicedesk.internal.sla.listener.SlaCycleUpdaterImpl.lambda$onIssueChangedEvent$2(SlaCycleUpdaterImpl.java:83)
	at com.atlassian.servicedesk.internal.util.SafeRunner.runAlways(SafeRunner.java:58)
	at com.atlassian.servicedesk.internal.sla.listener.SlaCycleUpdaterImpl.onIssueChangedEvent(SlaCycleUpdaterImpl.java:79)
	at com.atlassian.servicedesk.bootstrap.listener.IssueChangedEventHandler.lambda$handleIssueChangedEventOffThreadable$1(IssueChangedEventHandler.java:147)
	at com.atlassian.ozymandias.SafePluginPointAccess.runnable(SafePluginPointAccess.java:404)
	at com.atlassian.servicedesk.bootstrap.listener.AbstractEventHandler.safeRun(AbstractEventHandler.java:143)

Similar to:

Workaround

Running a forced recalculation on the issue (versions 4.9.1+) should fix the issue for the specific ticket. See more details about how to do it in Missing or corrupted SLA data in Jira Service Management

is related to

JSDSERVER-11964 JSM fails to fully start due to the presence of an issue SLA with invalid start/stop time

Closed

mentioned in: Page Failed to load; Page Failed to load; Page Failed to load; Page Failed to load; Page Loading...

(1 mentioned in)

Leonardo Souto made changes - 19/May/2023 1:45 PM

Affects Version/s

New: 4.13.20 [ 100192 ]

Julien Rey made changes - 09/Sep/2022 9:34 AM

Link

New: This issue is related to ~~JSDSERVER-11964~~ [ ~~JSDSERVER-11964~~ ]

Alex [Atlassian,PSE] made changes - 09/Sep/2022 12:27 AM

Remote Link

New: This issue links to "Page (Confluence)" [ 681856 ]

Allan Gandelman made changes - 06/Jul/2022 8:14 PM

Description

Original: h3. Issue Summary

Some SLAs are not correctly calculated in background threads due to a DateTimeRange error. This issue sometimes also affects the visualisation of the SLA data for an affected issue in the Issue View.
h3. Steps to Reproduce
# With an affected issue (we don't know how to reproduce the root-cause);
# Change the issue in a way that a new SLA transition would be created.

h3. Expected Results

Transition occurs normally, with no errors in the log.
h3. Actual Results

The below exception is thrown in the atlassian-jira.log file:
{noformat}
com.atlassian.servicedesk.internal.sla.metric.DateTimeRangeException: com.atlassian.servicedesk.internal.sla.metric.DateTimeRange - the START time of the DateTimeRange (2021-03-29T16:45:18.812Z) must be less than or equal to the STOP time (2021-03-29T16:44:53.734Z)
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.getElapsedTime(TimeMetricCalculationServiceImpl.java:75)
at com.atlassian.servicedesk.internal.sla.goal.GoalCalculationServiceImpl.calculateRemainingTime(GoalCalculationServiceImpl.java:160)
at com.atlassian.servicedesk.internal.sla.goal.GoalCalculationServiceImpl.getRemainingTime(GoalCalculationServiceImpl.java:103)
at com.atlassian.servicedesk.internal.sla.goal.SlaThresholdDataManagerImpl.updateThresholdData(SlaThresholdDataManagerImpl.java:43)
at com.atlassian.servicedesk.internal.sla.data.SlaDataManagerImpl.updateThresholdData(SlaDataManagerImpl.java:542)
at com.atlassian.servicedesk.internal.sla.data.SlaDataManagerImpl.processSlaDataUpdate(SlaDataManagerImpl.java:285)
at com.atlassian.servicedesk.internal.sla.data.SlaDataManagerImpl.processSlasFromIssueEvent(SlaDataManagerImpl.java:137)
at com.atlassian.servicedesk.internal.sla.listener.SlaCycleUpdaterImpl.processServiceDeskProjectEvent(SlaCycleUpdaterImpl.java:261)
at com.atlassian.servicedesk.internal.sla.listener.SlaCycleUpdaterImpl.lambda$processEvent$13(SlaCycleUpdaterImpl.java:234)
at io.atlassian.fugue.Option$Some.fold(Option.java:444)
at com.atlassian.servicedesk.internal.sla.listener.SlaCycleUpdaterImpl.processEvent(SlaCycleUpdaterImpl.java:232)
at com.atlassian.servicedesk.internal.sla.listener.SlaCycleUpdaterImpl.lambda$onIssueChangedEvent$2(SlaCycleUpdaterImpl.java:83)
at com.atlassian.servicedesk.internal.util.SafeRunner.runAlways(SafeRunner.java:58)
at com.atlassian.servicedesk.internal.sla.listener.SlaCycleUpdaterImpl.onIssueChangedEvent(SlaCycleUpdaterImpl.java:79)
at com.atlassian.servicedesk.bootstrap.listener.IssueChangedEventHandler.lambda$handleIssueChangedEventOffThreadable$1(IssueChangedEventHandler.java:147)
at com.atlassian.ozymandias.SafePluginPointAccess.runnable(SafePluginPointAccess.java:404)
at com.atlassian.servicedesk.bootstrap.listener.AbstractEventHandler.safeRun(AbstractEventHandler.java:143)
{noformat}
Similar to:
* https://jira.atlassian.com/browse/JSDSERVER-7104
* https://jira.atlassian.com/browse/JSDSERVER-6260 

h3. Workaround

Running a forced recalculation on the issue (versions 4.9.1+) should fix the issue for the specific ticket.

New: h3. Issue Summary

Some SLAs are not correctly calculated in background threads due to a DateTimeRange error. This issue sometimes also affects the visualisation of the SLA data for an affected issue in the Issue View.
h3. Steps to Reproduce
# With an affected issue (we don't know how to reproduce the root-cause);
# Change the issue in a way that a new SLA transition would be created.

h3. Expected Results

Transition occurs normally, with no errors in the log.
h3. Actual Results

The below exception is thrown in the atlassian-jira.log file:
{noformat}
com.atlassian.servicedesk.internal.sla.metric.DateTimeRangeException: com.atlassian.servicedesk.internal.sla.metric.DateTimeRange - the START time of the DateTimeRange (2021-03-29T16:45:18.812Z) must be less than or equal to the STOP time (2021-03-29T16:44:53.734Z)
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.getElapsedTime(TimeMetricCalculationServiceImpl.java:75)
at com.atlassian.servicedesk.internal.sla.goal.GoalCalculationServiceImpl.calculateRemainingTime(GoalCalculationServiceImpl.java:160)
at com.atlassian.servicedesk.internal.sla.goal.GoalCalculationServiceImpl.getRemainingTime(GoalCalculationServiceImpl.java:103)
at com.atlassian.servicedesk.internal.sla.goal.SlaThresholdDataManagerImpl.updateThresholdData(SlaThresholdDataManagerImpl.java:43)
at com.atlassian.servicedesk.internal.sla.data.SlaDataManagerImpl.updateThresholdData(SlaDataManagerImpl.java:542)
at com.atlassian.servicedesk.internal.sla.data.SlaDataManagerImpl.processSlaDataUpdate(SlaDataManagerImpl.java:285)
at com.atlassian.servicedesk.internal.sla.data.SlaDataManagerImpl.processSlasFromIssueEvent(SlaDataManagerImpl.java:137)
at com.atlassian.servicedesk.internal.sla.listener.SlaCycleUpdaterImpl.processServiceDeskProjectEvent(SlaCycleUpdaterImpl.java:261)
at com.atlassian.servicedesk.internal.sla.listener.SlaCycleUpdaterImpl.lambda$processEvent$13(SlaCycleUpdaterImpl.java:234)
at io.atlassian.fugue.Option$Some.fold(Option.java:444)
at com.atlassian.servicedesk.internal.sla.listener.SlaCycleUpdaterImpl.processEvent(SlaCycleUpdaterImpl.java:232)
at com.atlassian.servicedesk.internal.sla.listener.SlaCycleUpdaterImpl.lambda$onIssueChangedEvent$2(SlaCycleUpdaterImpl.java:83)
at com.atlassian.servicedesk.internal.util.SafeRunner.runAlways(SafeRunner.java:58)
at com.atlassian.servicedesk.internal.sla.listener.SlaCycleUpdaterImpl.onIssueChangedEvent(SlaCycleUpdaterImpl.java:79)
at com.atlassian.servicedesk.bootstrap.listener.IssueChangedEventHandler.lambda$handleIssueChangedEventOffThreadable$1(IssueChangedEventHandler.java:147)
at com.atlassian.ozymandias.SafePluginPointAccess.runnable(SafePluginPointAccess.java:404)
at com.atlassian.servicedesk.bootstrap.listener.AbstractEventHandler.safeRun(AbstractEventHandler.java:143)
{noformat}
Similar to:
* https://jira.atlassian.com/browse/JSDSERVER-7104
* https://jira.atlassian.com/browse/JSDSERVER-6260 

h3. Workaround

Running a forced recalculation on the issue (versions 4.9.1+) should fix the issue for the specific ticket. See more details about how to do it in [Missing or corrupted SLA data in Jira Service Management|https://confluence.atlassian.com/jirakb/missing-or-corrupted-sla-data-in-jira-service-management-828790603.html]

Alex Cooksey made changes - 05/Jul/2022 7:20 AM

Remote Link

New: This issue links to "Page (Confluence)" [ 659315 ]

Adam G. made changes - 10/Mar/2022 9:31 PM

Remote Link

New: This issue links to "Page (Confluence)" [ 627046 ]

Bartosz Ornatowski made changes - 04/Oct/2021 11:05 PM

Resolution		New: Fixed [ 1 ]
Status	Original: Gathering Impact [ 12072 ]	New: Closed [ 6 ]

Bartosz Ornatowski made changes - 04/Oct/2021 11:05 PM

Fix Version/s

New: 4.19.0 [ 96190 ]

Bartosz Ornatowski made changes - 04/Oct/2021 11:05 PM

Assignee

New: Bartosz Ornatowski [ bornatowski ]

Bugfix Automation Bot made changes - 30/Sep/2021 12:33 PM

Priority

Original: Medium [ 3 ]

New: High [ 2 ]

Assignee:: Bartosz Ornatowski

Reporter:: Elton Santos

Affected customers:: 3 This affects my team

Watchers:: 11 Start watching this issue

Created:: 05/May/2021 3:35 AM

Updated:: 19/May/2023 1:45 PM

Resolved:: 04/Oct/2021 11:05 PM

Jira Service Management Data Center

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