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  1. Jira Service Management Cloud
  2. JSDCLOUD-14932

Adding ORDER BY clause in SLA goals causes SLA to be missing in issues

    • Icon: Bug Bug
    • Resolution: Fixed
    • Icon: Medium Medium
    • SLA
    • None

      Issue Summary

      When creating a SLA goal that has multiple priorities, adding a ORDER BY clause to the JQL will break the SLA on tickets

      Steps to Reproduce

      1. Create an SLA goal and add a ORDER BY clause.
      2. Have at least 2 priorities in the SLA goal.

      Example:

      Expected Results

      SLA to be visible in tickets

      Actual Results

      SLAs are not visible in tickets. Instead we see a warning icon and the following error message:

      Could not load SLA.
      SLA may be indexing due to configuration updates. If this persists check the SLA configuration. 

      Examining a HAR file when loading the issue will reveal the following error:

      https://<site>.atlassian.net/rest/servicedesk/1/servicedesk/sla/issue/<issue-key>
      {"message":"Unable to parse sla goal JQL","status-code":500,"stack-trace":""}
      

      Workaround

      Remove the ORDER BY from the SLA goal, as this clause as no real utility in SLA goals.

            [JSDCLOUD-14932] Adding ORDER BY clause in SLA goals causes SLA to be missing in issues

            No work has yet been logged on this issue.

              ohisham@atlassian.com Osama Hisham Abuqaoud
              astegani Alex Stegani
              Affected customers:
              0 This affects my team
              Watchers:
              7 Start watching this issue

                Created:
                Updated:
                Resolved: