Hello, I have setup some automation rules using the SLA Breached trigger. However I am prompted with random failure errors such as the below: As you an see, this has not been triggered by an issue but is just erroring out on its own. Any ideas? Regards, Nawaaz

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Intermittent error concerning SLA Breached automation

Nawaaz SOHAWON

Hello,

I have setup some automation rules using the SLA Breached trigger.

However I am prompted with random failure errors such as the below:

SLA Breached error.png

As you an see, this has not been triggered by an issue but is just erroring out on its own.

Any ideas?

Regards,

Nawaaz

Accepted answers

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Jack Brickey

The error message is odd. And I wonder what your automation looks like. Could you share a screenshot? What I don’t understand in the error is you have a custom field that appears to be looking for a value that is less than 1433 minutes and at the same time greater than 1440 minutes which certainly doesn’t make sense.

Nawaaz SOHAWON

Hi @Jack Brickey

Thanks for you reply.

The rule:

The custom field which is being checked is the "SLA - Waiting for Customer" which I have created to track the time spent in the "Waiting for Customer" status. It is not a custom field per say but a custom SLA.

The weird part is that this error is being triggered even though the SLA has not been breached. It seems like it's an auto-trigger of the filter itself; since the rule is running correctly for any ticket for which this SLA is breached.

Regards,

Nawaaz

Nawaaz SOHAWON

And sometimes for another rule using the same SLA, I'm getting the below error messages and it's very intermittent:

Jack Brickey

Not sure what the cause may be TBH

Daniele El-Jaick

@Nawaaz SOHAWON

Is Alassian resolved your problem?

I am having the same problem and they are not able to help me.

Thanks

Daniele

Nawaaz SOHAWON

Hi @Daniele El-Jaick

Unfortunately no response from them.

Regards,

Nawaaz

Daniele El-Jaick

I solved the problem.
In the SLA configuration you must have at least one more JQL besides "All remaining items".
You can create a JQL per item type, for example. It can even have the same time target as the remaining items.

Best Regards

Daniele

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