Automation skips issues where more than 1 SLA applies and is active

Question

I'm carrying this over from the discussion area: Multiple SLAs and automation issues

We have an interesting problem with the project automation and SLAs with the Jira 9 upgrade. What we are seeing, if an issue has more than one SLA that applies none of the automations will execute that use the SLA Breached JQL function

Setup:

We have two SLAs.

One is time to resolution should not exceed 40 hours.

The other SLA, an issue should not sit in review status for more than 40 hours

We have two automations that use the sit in review status SLA

One to send an email when half the time (20 hours) sitting in review SLA has transpired

The other automation auto closes the issue if the 40 hour SLA is breached

These automations only work if the issue has 1 and only 1 SLA that applies.

If the Time to resolution and sit in review status SLAs both apply to an issue at the same time the new automation ignores the issue and doesn't run.

Is anyone else seeing this issue?  Any ideas on how to work around this problem?

Thanks

Shawn Jamison · Answer

Thanks for taking time to look at this.  The rules are independent of each other.

The audit log has nothing.  The rule just doesn't run for issues that have more than 1 SLA active.

Issues with only 1 SLA and the automations work great.

Joseph Chung Yin · Answer

@Shawn Jamison -

Hi Shawn:

Are your rules depends on each other?  If so you will need to check the checkbox to allow turl trigger against your rules

Another thing, have you checked the audit log against the rule which didn't run to determine the possible cause?

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.