It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

SLAs constantly "Updating" and not appearing on tickets Edited

We have several Service Desk projects for which we are constantly being prompted to "Update" SLAs in the Project Settings.

When "Updating," it runs the updating bar and does not stop. Ever. If I stop it manually, it prompts me to update it again.

Secondly, we have added some SLAs to one of these projects. Because it never Updates, these SLAs never appear on the tickets.

This is a very urgent issue for us that we need to be resolved right away!

Running JIRA 7.4 and Service Desk 3.7.

URGENT - Now the Time to Resolution field has completely disappeared from Tickets and column views. This is completely urgent and needs to be resolved immediately. Please tell me how to fix this issue.

1 answer

0 votes

Hi Adriana,

I think there might be a configuration problem with the SLA that you created?  Can you edit it and review it to ensure that it's not set up incorrectly?

Susan

Jack Community Leader Oct 16, 2017

it would also be good to know how long it ran before you stopped and the number of issues in the project(s) in question.

I've left it running the "Update" sequence for up to two and a half hours before. There are roughly 1200 tickets in one of the projects and about 400 in the other project.

Before this issue started, the "Update" sequence would run for about seven-eight seconds.

After a while, the "Updating" bar goes from stripes to a solid but unfilled line.

"Time to Resolution," "Pending," and "Waiting on Customer" SLAs are not appearing on ANY tickets.

Screen Shot 2017-10-16 at 1.46.56 PM.pngScreen Shot 2017-10-16 at 1.46.37 PM.pngScreen Shot 2017-10-16 at 1.46.23 PM.pngScreen Shot 2017-10-16 at 1.46.17 PM.png

This never goes away, even after "Updating" several times:

Screen Shot 2017-10-16 at 1.48.52 PM.png

Jack Community Leader Oct 18, 2017

@Adriana Wolfe, did you ever get this resolved? If you are still experiencing I would suggest opening a support ticket w/ Atlassian.

Yes, I opened a ticket with Atlassian a few days ago. I suspect it is a major and potential problem with either our system or the software, I'm afraid. :(

Hi Adriana,

I have the same problem, did Atlassian solve it ?

Hi Caroline,

I ended up deleting all my SLAs in the affected projects and reconfiguring them all manually one by one. This resolved the issue.

I am experiencing the same issue. I added and updated SLAs and now it has been 7-8 hours and the JSD is still "updating" SLAs for the project. I need this fix urgently.

 

@Adriana Wolfe what did Atlassian team said about the issue? Is it a bug in their software?

 

@Caroline Courchesne, were you able to resolve the issue? If yes, can you share how? Did you also delete the existing SLAs and reconfigured them again?

 

Thanks much!

@Pallavi Golecha I didn't delete them, it took a couple days and everything went back to normal. I still don't know what was wrong! :|

Thank you @Caroline Courchesne. I will wait for a day or so then. It is not fun to delete and recreate them.

 

Pallavi

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted in Jira Service Desk

Tell us how you've implemented Change Management

Hello Community 👋, I'm a product manager at Atlassian, looking at improving change management capabilities across our products. In particular, we're looking at bridging the gap between Dev & ...

298 views 0 6
Join discussion

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you