Jira Service Desk not fully functional after upgrading to 4.0.1 when using MS-SQL

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Platform Notice: Server and Data Center Only - This article only applies to Atlassian products on the server and data center platforms.

Problem

Some JIRA Service Desk functionalities are not working after upgrading Service Desk to 4.0.1, or installing a fresh Service Desk 4.0.1 instance, if JIRA is configured with a Microsoft SQL Database.

The 3 functionalities that are known to be impacted are:

  • SLA
    • when a new ticket is created, the SLA panel of this ticket is empty, and the "Update" button appears under the SLA configuration in Project Settings > SLAs
    • when a pause/stop condition is met, the SLA does not pause nor stop
  • Customer Notifications
    • Customer notifications are not sent at all (for example: when a new request is created, or when an existing request is updated)
    • However, customer invitation emails are still sent
  • Automations
    • Automation rules configured in Project Settings > Automations are not triggered at all when the WHEN condition of an automation rule is met

(warning) This issue only impacts JIRA instances connected to a Microsoft SQL Database. If you are using any other Database type, you won't be impacted by these bugs.

(warning) The list of functionalities which are no longer working is not exhaustive, and other functionalities (such as 3rd party add-on functionalities) might also be impacted.

(warning) The 3 functionalities which are known to not work are tracked in the 3 following public bug reports:

Expected behavior

The SLA, Customer Notification and Automation functionalities should work, as it is the case in Service Desk versions 4.0.0 and lower.

Cause

There is a bug in the MSSQL driver bundled with JIRA 8.0.1/Service Desk 4.0.1 (mssql-jdbc-7.2.0.jre8.jar).

Workaround

The workaround consists in replacing the MSSQL driver located in the JIRA installation directory with the older version which was shipped with JIRA 8.0.0 / Service Desk 4.0.0. The steps are described below:

  1. Stop JIRA
  2. Move the MS SQL driver mssql-jdbc-7.2.0.jre8.jar from the folder below (please make a backup of it or move it to a temporary folder)
    <JIRA_INSTALLATION_FOLDER>/lib
  3. Copy the driver mssql-jdbc-6.2.1.jre8.jar to the same folder
  4. Start JIRA

(warning) If the problem persists after following the resolution steps, please reach out to Atlassian Support via https://support.atlassian.com/.


Last modified on Sep 25, 2019

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