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Problem

When creating issues via JIRA interface (eg. using Create button), the SLA is showing up on the issue. But the same is not happening when issues created via email.

Steps To Reproduce :

  1. Create an issue via email
  2. Any SLA using additional JQL filter is missing from TTS fields such as panel, overview tab etc.
  3. But SLA is become visible when

    1. the issue gets updated

    2. SLA regeneration is execute

Diagnosis

This is happening because of the technical limitations within JIRA plugin framework. TTS tries to evaluate JQL in SLA definition when issue is created but JIRA always return mismatch because issue is 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!