Duplicate SLAs in Jira Site Causing Automation Error

 

Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.

Summary

When utilizing a SLA threshold breached Automation Trigger in your Rule you may see some Automation Errors in the audit log relating to running a JQL search to find issues breaching SLA. The error message will state: "Error running JQL search to find issues breaching SLA". But what causes this type of behavior in your Automation Rule? How do you fix this type of behavior?

Diagnosis

This is caused by having two SLAs with the same name, such as two "Time to Resolution" Custom Field SLAs.

This can cause a multitude of issues with Automation Rules or any data that involves the "Time to resolution" SLA for example. 

Cause

This occurs at the time you add the Jira Service Management Product to your Jira Instance, as the ITSM Sample Space Service Project is created by default, which also has the Time to Resolution SLA. So, in this example scenario, the Time to Resolution SLA is created as a Custom Field on the JSM instance on your Jira site, whilst the sample project is also populating the Time to Resolution SLA. So they are being created at the exact same time basically, which allow for the SLAs to have the same name. Atlassian has determined this as the cause because when checking any instance with this ITSM Sample Space and the JSM Product we can see there are two Time to resolution SLAs in the database which are created at the same time.

Example where there are two Time to resolution SLAs:

Custom Field NameDescriptionCreatedUpdated
Time to resolutionThis custom field was created by Jira Service Management.2021-11-04T21:50:47.794056Z2021-11-04T21:50:47.794056Z
Time to resolutionThis custom field was created by Jira Service Management.2021-11-04T21:50:48.532937Z2021-11-04T21:50:48.532937Z

Solution

So, how do you go about solving this type of behavior?

There are two options you can do to resolve this problem:

  • You can deleted the SLA manually from the Sample Service Project. This can be done by navigating to Project Settings > SLAs > Navigate to the duplicate SLA (that you found within the Issues > Custom Fields page) > click the three dot icon (...), select Delete. This will remove the same space Time to resolution duplicate SLA:

  • If the duplicate SLA is not in use you can delete it from: Settings > Products > Jira Service Management - Configuration and scroll to near the bottom of the page to delete the "not in use" duplicate SLA. In this case both SLA's are being used so you will need to manually delete the Sample Space SLA instead:

Related Bug:

Last modified on Jun 29, 2023

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