Help with "Escalation Services"

[Juan Manuel Juan Manuel]

Hi all,

I´m new in JIRA World and i need your help.

I´ve using "Escalation Service"  to help us in execute some tasks automatically, but i´ve a problem with results.

Details:

• JIRA v6.3.12
• Script Runner v3.0.10
• Logs: com.onresolve.scriptrunner.canned.jira.admin.EscalationService in DEBUG mode.
• Issue: I´ve an issue in my DEV project with status equals NUEVA and DEV-30 key.

I´ve a simple "Escalation Service" that execute it every minute (Interval: 0 0/1 * * * ?). 

In log file appears:

• Automatic execution (every minute):

2016-03-23 10:36:21,916 atlassian-scheduler-quartz1.local_Worker-4 DEBUG servicedesk [canned.jira.admin.EscalationService] Execute service: 0Atencion Devel
2016-03-23 10:36:21,916 atlassian-scheduler-quartz1.local_Worker-4 DEBUG servicedesk [canned.jira.admin.EscalationService] Issues returned by query (project = "DEV" AND status = "NUEVA"): []

• "Run now" from JIRA web interface:

2016-03-23 10:38:32,982 ajp-bio-9809-exec-24416 DEBUG monitorizacion /rest/scriptrunner/latest/canned/com.onresolve.scriptrunner.canned.jira.admin.EscalationService/preview [canned.jira.admin.EscalationService] Execute service: 0Atencion Devel
2016-03-23 10:38:32,982 ajp-bio-9809-exec-24416 DEBUG monitorizacion /rest/scriptrunner/latest/canned/com.onresolve.scriptrunner.canned.jira.admin.EscalationService/preview [canned.jira.admin.EscalationService] Issues returned by query (project = "DEV" AND status = "NUEVA"): [DEV-30]

I don´t understad what happens, please, can anybody help me?

A lot of thanks!!!

Juanma.

[Juan Manuel Juan Manuel]

Hi Jamie,

Yes, i´ve this field, and i fill it with user administrator of DEV project. The configuration "Escalation Service" is the next:

image2016-3-23 11:27:20.png

Thanks in advance.

Juanma.

[JamieA]

Can you try upgrading to the latest paid version just to see if it's a fixed issue, you can downgrade afterwards if you want. I'm not really sure of your question anyway, are you saying it doesn't find issues when running as a service?

[JamieA]

Is there a field for specifying which user to run to execute the service as? If not, you will need to upgrade. The last free version probably has this.

[Miguel]

Hi Jaime,

Im Juan Manuel's workmate and im trying to solve this problem.

I have created an environment of preproduction JIRA 6.3.12 with the latest version of pluggin payment for this version (4.1.3.11). I put the same jobs and I still get the same result.

My escalation service is:

image2016-5-11 14:31:39.png

This job makes a transition from state "Nueva" (New, 1º State at issue create) to the status "Aceptada" (Accepted, 2º State).

In tests when creating a ticket observe that something must happen with the cache of the scheduler. Check this log:

2016-05-11 14:23:02,597 atlassian-scheduler-quartz1.clustered_Worker-4 DEBUG servicedesk     [canned.jira.admin.EscalationService] Issues returned by query (project = "DEV" AND status = "NUEVA"): [DEV-85, DEV-84, DEV-83, DEV-82, DEV-81, DEV-80, DEV-79, DEV-76, DEV-75, DEV-74, DEV-73]

2016-05-11 14:28:03,134 atlassian-scheduler-quartz1.clustered_Worker-2 DEBUG servicedesk     [canned.jira.admin.EscalationService] Issues returned by query (project = "DEV" AND status = "NUEVA"): [DEV-73]

2016-05-11 14:28:03,135 atlassian-scheduler-quartz1.clustered_Worker-2 WARN servicedesk     [canned.jira.admin.EscalationService] Action 11 not valid for issue DEV-73

the first record of the log (executed by worker4) makes the change of expected state but very late (after 20 min).  

the second and third record of the log (executed by worker2) should not find this issue because their actual state is "Aceptada" (Accepted). The job also should have found a new issue created at 14:24, but as you can see in the previous log it dont find

 image2016-5-11 14:42:27.png

Regarding the transition 11 is:

image2016-5-11 14:54:11.png

Any help is welcome. We are very interested in this functionality plugin, but we must be sure that it works

Thanks in advance.

[Miguel]

hi,

it seems there was a problem with the screens..

estacalation service:

image2016-5-11 14-31-39.png

2º screen with ticket

image2016-5-11 14-42-27.png

and transition

image2016-5-11 14-54-11.png