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Intermittent error concerning SLA Breached automation

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

2 answers

0 votes

@Nawaaz SOHAWON 

Is Alassian resolved your problem?

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

Thanks

Daniele

Hi @Daniele El-Jaick 

Unfortunately no response from them.

Regards,

Nawaaz

Hi

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

0 votes
Jack Brickey Community Leader Jun 08, 2021

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.

Hi @Jack Brickey 

Thanks for you reply.

The rule:

sla.png

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

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

sla2.pngsla3.png

Jack Brickey Community Leader Jun 08, 2021

Not sure what the cause may be TBH

Is there some sort of automatic verification of filter on Atlassian side? I am asking since it seems that the system has ran this filter randomly and hence this error message

And as you can see, the rule is running perfectly for when a ticket is breached in a project but this error is for "Global":sla5.png

Jack Brickey Community Leader Jun 08, 2021

So do you want this to be a global rule? It seems odd that that would be a global rule. 

@Jack Brickey 

Because it applies to all my projects....

And like I mentioned, it is an SLA which provides a countdown for when a ticket is in "Waiting for Customer" and then is triggered once the threshold is met. 

Jack Brickey Community Leader Jun 22, 2021

I might suggest reaching out to Atlassian support - https://support.atlassian.com/contact/ 

Thanks @Jack Brickey 

Much appreciated.

Have a nice day ahead

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