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Problem

Time to SLA gadgets do not display any information.
OR
Time to SLA gadgets display incorrect information.


Diagnosis

With Time to SLA version 9.4 all SLA gadgets switched to Lucene-backed indexed calculation mechanism which brings serious performance improvements (thumbs up).

Sometimes those indexes get corrupted and as a result Time to SLA gadgets might create inconsistent results.

(lightbulb)SLA Lucene indexes were introduced in TTS 9.0 version along with new slaFunction feature which also utilizes those indexes. 


Possible Causes

There are two reasons why SLA indexes might become inconsistent:

  1. SLA data for some issues is missing:
    This is possible if you have created a new SLA contract but did not execute recalculation for existing issues.

  2. SLA data exists but is somehow not indexed properly:
    (lightbulb) If you have not performed a system-wide re-indexing after upgrading TTS 9.0 version then there is a very high chance that you suffer from this.

Solutions

First you have to understand which one of the possible causes fits your problem. The easiest way to find out is to browse some issues and check any missing SLAs. 

If there is no missing SLAs on issues

That means SLA data is intact but Lucene indexes are corrupted.
Execute a system-wide or project-wide re-indexing and check the results again. Background index is enough for this task.

If there are missing SLAs on issues
Then it means that the problem is rooted in the actual SLA data.
Go to Time to SLA > SLA for existing issues and execute a system-wide SLA regeneration.
(lightbulb)This solution also covers the first solution since SLA regeneration is also indexes issues, but beware that SLA regeneration takes much longer than simple re-indexing.

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