Admins and agents are getting 'We couldn't load your queue' error while viewing a JSM Queue
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
Summary
This article covers a specific scenario when an admin or an agent observes an error while viewing a Queue in a JSM project. They might have all the permissions to view the Queue, but still, the error is encountered. This issue might affect multiple admins and agents. We will discuss how to diagnose and resolve this error.
This error is seen in the project landing page such as https://<yoursitename>.atlassian.net/jira/servicedesk/projects/<projectkey>/settings/sla/custom/<queueid>
The same error is encountered while editing the same Queue: https://<yoursitename>.atlassian.net/jira/servicedesk/projects/<projectkey>/settings/sla/custom/<queueid>/edit
As the Queue can't be saved without changes, it becomes difficult for agents or admins to identify what's wrong with it. Even after changing the JQL used for the Queue, there is no improvement.
Environment
Jira Service Management Cloud
Diagnosis
In the absence of any widespread outage or permission-related issues, the next step would be to check the Browser logs for any error messages.
Open the browser console, reload the error page and look for the error in the Network tab:
{"message":"Unable to parse sla goal JQL","status-code":500,"stack-trace":""}
Refer to this recording to diagnose the problem: Queue error.mov
Useful information on how to access console logs:
- How to access Developer Tools in Chrome
- How to check log messages in the Console in Chrome
- How to access and check console logs in Firefox
Cause
This issue is caused by one of the SLAs being added to the Queue Columns. The added SLA has an invalid JQL.
For instance, when you use the following JQL in SLA Goals, this is considered an invalid JQL because there is no need to order issues to apply SLA goals to them.
ORDER BY createdDate
Consequently, removing this JQL and replacing it with a simple JQL such as this one can resolve the error. Note that the JQL in SLA Goals can't remain empty.
project = <projectkey>
Solution
To resolve the issue, we need to find out all the SLAs added to the Queue Columns and check the JQL used in those SLAs. If more than one SLA is added, all the SLAs must be investigated for an invalid JQL.
To update an existing SLA’s goals:
Find the SLA you need to update and select Edit.
The list of goals will become editable. At the bottom of the list of goals, click an existing goal to start editing.
Under Time target, setup a target time for the issue to be resolved.
Choose a calendar to specify working hours when time can be counted against SLAs.
Under Apply to issues, use JQL to define the type of issues you want to track. Get more details about how to write JQL queries for SLAs.
Group your goals by priority to get more time targets for each goal. Read more about grouping goals to create efficient SLA configurations.
Select Save.
After a valid JQL in SLA Goals is entered, try loading the Queues again.
Contact Atlassian support if you have any questions.