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Problem

SLAs with additional JQL in their configuration disappear when any field on those JQLs changed in a workflow transition. However this problem can not be observed when those fields changed in JIRA interface (eg. using issue view).

Steps To Reproduce :

  1. Add a JQL filter to an SLA definition
  2. Add a field update POST function to any workflow transition. This field should be used in JQL filter in SLA.
  3. Execute the workflow transition and see that SLA disappear from the issue.
  4. But SLA is become visible when

    1. the issue gets updated

    2. SLA regeneration is execute

This problem could be observed within two different scenarios

  • An issue goes out of the scope of JQL filter with workflow transition but SLA does not removed from issue
  • Or an issue goes in the scope of JQL filter with workflow transition but SLA does not appear on the issue

Diagnosis

The reason behind this problem is the technical limitations within JIRA plugin framework. TTS tries to evaluate JQL in SLA definition when issue is updated but JIRA gives wrong results from JQL because new values are not indexed yet.

Solution (6.40.0+)

Since we can not alter the inner working of JIRA we offer a limited yet effective solution for this problem, Asynchronous SLA Calculation method. You can activate asynchronous calculation for any SLA having this problem. TTS will evaluate those SLAs out of issue event cycle so that JQL conditions will give correct results.

Steps to activate Asynchronous Calculation
Please follow these steps
  1. Go to SLA Configuration page from TTS menu
  2. Click the edit icon next the SLA you have this problem
  3. Enable Asynchronous Calculation and save current configuration
Asynchronous SLAs will be evaluated with a small delay but don't worry it will take a minute, tops!