SLA Clock problems after upgrade

[Doods Perea]

After upgrading JIRA Service Desk from 3.1.6 to 3.7.0 and JIRA Core from 7.3.6 to 7.4.4, our project SLA clocks do not appear correctly on tickets.  We use SQL Database version  11.00.6020.

We use the following SLA related add-ons:

1. Extensions for JIRA Service Desk; and
2. Actions for JIRA Service Desk

I edited the SLAs in hope that they will be recalculated, but it did not work.  I also re-indexed one of the projects but nothing changed.

Thanks for your help.

[volkan ciftci]

Hi Doods;

I hope, you mentioned SLA rendering when you said "do not appear correctly on tickets".

SLA rendering is added to JSD with 3.6.x version.  --> check : JSD release note 

You can revert SLA rendering --> How To Revert The SLA Rendering Improvement Changes 

Regards

[Doods Perea]

Thanks Volkan.  However our issue is not related to SLA Rendering.

We have properly set our SLAs in the Project.  For example, "Target Resolution Time" Metric has the following conditions:

• Start - Issue Created, Resolution: Cleared
• Pause on - Status: Client Response Required, Status:  On Hold
• Stop - Entered Status:  Closed, Resolution:  Set

One of the Goals is: 

• Issues (JQL) - Priority = "Priority 3"
• Goal - 120h
• Calendar - Global Support

Now, a sample ticket with Priority field value of "Priority 3" shows Target Resolution Time:  within 1 week.  Also, even if the status of this ticket is already "Closed", the clock is still running.

What could have changed since we updated Service Desk from 3.1.6 to 3.7.0?  This documentation says there are no specific JSD application changes in upgrading to JIRA 7.4: https://developer.atlassian.com/server/jira/platform/preparing-for-jira-7-4/.

Thanks,
Doods

[Doods Perea]

Thanks Volkan. However our issue is not related to SLA Rendering.

We have properly set our SLAs in the Project. For example, "Target Resolution Time" Metric has the following conditions:

• Start - Issue Created, Resolution: Cleared
• Pause on - Status: Client Response Required, Status: On Hold
• Stop - Entered Status: Closed, Resolution: Set

One of the Goals is:

• Issues (JQL) - Priority = "Priority 3"
• Goal - 120h
• Calendar - Global Support

Now, a sample ticket with Priority field value of "Priority 3" shows Target Resolution Time: within 1 week. Also, even if the status of this ticket is already "Closed", the clock is still running.

What could have changed since we updated Service Desk from 3.1.6 to 3.7.0? This documentation says there are no specific JSD application changes in upgrading to JIRA 7.4: https://developer.atlassian.com/server/jira/platform/preparing-for-jira-7-4/.

Thanks,
Doods

[Doods Perea]

Thanks Volkan.  However our issue is not related to SLA Rendering.

We have properly set our SLAs in the Project.  For example, "Target Resolution Time" Metric has the following conditions:

• Start - Issue Created, Resolution: Cleared
• Pause on - Status: Client Response Required, Status: On Hold
• Stop - Entered Status: Closed, Resolution:  Set

 One of the Goals is:

 Issues (JQL) - Priority = "Priority 3"

• Goal - 120h
• Calendar - Global Support

Now, a sample ticket with Priority field value of "Priority 3" shows Target Resolution Time:  within 1 week.  Also, even if the status of this ticket is already "Closed", the clock is still running.

What could have changed since we updated Service Desk from 3.1.6 to 3.7.0?  This documentation says there are no specific JSD application changes in upgrading to JIRA 7.4: https://developer.atlassian.com/server/jira/platform/preparing-for-jira-7-4/.

 Thanks,

Doods