"SLA error" on issue types that do not have SLAs

[Payne]

Since our recent upgrade from version 8.13.6 to 8.20.7 some service desk issues that should not be calculating SLAs are displaying "SLA error" for 2 defined SLAs. Any idea what's going on?

[Gikku · Accepted solution]

@Payne Usually in such cases if you go to SLA configuration page of the related project, you should be able to see the error being hightlighted, or get more information by hovering over the error message displayed over there. If you can share that screenshot (provided you have the project admin rights), then it will be more helpful with debugging.

[Payne]

Thanks for the idea, but there is no information about the error on the SLA configuration page nor by hovering over the error. :/ 

[Gikku]

@Payne Can you please try editing the SLA configuration and trying to save it again. If there is any error, then Jira should let you know.

Since it is a server version, you can also check for any entries in the log file while loading the issues with the SLA error to see if any related errors can be found.

[Gikku]

Since you mentioned the error is for the issues that should be excluded from the SLA calculation, check the JQL queries used in the goal conditions to see if anything changed. Whether running the same query in issue navigator works fine?

[Payne]

Thanks - yes, I tried modifying and saving the SLAs, which reported no errors nor resolved the problem. Nothing of note in the log file. Very simple JQL, which hasn't changed. It should limit (and always has until the upgrade) SLA calculation to one particular issue type, but now it's applying to another issue type. Thanks for your ideas and recommendations.

[Gikku]

As a last step, I will suggest to run a project reindex to see if it helps. 

Otherwise, I am sorry that I cannot think of anything else.

[Payne]

@Gikku - though editing and saving the SLAs did not fix the problem with existing issues, the problem has not occurred again, so perhaps that did the trick. Thanks for the suggestion.

-Payne