SLA error occasionally

[陈诗]

I have an issue bothers me for a month,

Our system works fine,but sometimes the sla not working ,and then breached ,even the ticket meets the SLA condition.

When I recalculate the ticket,the SLA become correct.

Hope someone can help us.

The most weird thing is ,it not always happen,it happens somtime.

Check the pic below,recalculted the issue,the SLA become right.

Version:

Jira v9.2.0

JIRA Service Mangement v5.2.0

[Tuncay Senturk _Snapbytes_]

Hi @陈诗 

To better assist you, it would be helpful if you could provide the SLA definition and the issue change history for those issues.

It would be very helpful to use your browser’s translation option to English before taking the screenshots, as this will allow you to reach more people who can understand the issue.

[陈诗]

Thanks for reply.

I change the screenshots to English,and add the transition and SLA definition screenshots.

[Tuncay Senturk _Snapbytes_]

Thanks!

Can you share the History tab of the issue to view the status changes over time?

Based on the information provided, it is challenging to comment specifically, but there are a few factors to consider regarding Jira's SLA conditions. Sometimes, these conditions may not update due to indexing delays. Recalculating the SLAs can help resolve these indexing issues.

Additionally, if you have any custom workflows or automation that handle transitions, ensure these transitions properly trigger the necessary events.

Last but not least, it would super helpful to check the log files during the relevant time periods, as there could be intermittent issues causing problems with indexing or triggering, which may be identifiable in the logs.

[陈诗]

I checked the log,but  analyse the log is really hard  for me ,I didnt find any clue ,seems ok.We try re-index many times. These SLA would never fix until I manually  do someting(recalculate,add comment,change status).

I didn't find History tab,I screenshot All tab.

[Tuncay Senturk _Snapbytes_]

You are correct; analyzing the log can be challenging, especially when there are numerous other log items within the same interval. I didn't find anything in your issue history that would cause problems with the indexing in Jira. I apologize for not being more helpful on this matter. It seems that it requires further investigation.

[陈诗]

Still appreciate your assistance,thanks!