SLA page is not loading
Platform notice: Server and Data Center only. This article only applies to Atlassian products on the Server and Data Center platforms.
Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Problem
After restoration of JIRA from Cloud, the following behavior can be observe:
- Access to the configuration of the SLA's as an administrator, SLA 's are not loaded on page
- Access an Issue that has SLA's, the SLA's are not shown and in the log the following error message appear
The following appears in the atlassian-jira.log
2016-06-15 09:04:52,466 http-nio-8080-exec-22 ERROR SPOC 544x11179x1 /secure/AjaxIssueAction!default.jspa [c.a.s.i.sla.customfield.SLAValueSerializer] Error deserializing SLA value: Unrecognized field "definitionChangeMsEpoch" (Class com.atlassian.servicedesk.internal.sla.model.SLAValue), not marked as ignorable
at [Source: java.io.StringReader@4c66df6d; line: 1, column: 216] (through reference chain: com.atlassian.servicedesk.internal.sla.model.SLAValue["definitionChangeMsEpoch"]), '{"timeline":{"events":[{"date":1465402271449,"types":["START"]},{"date":1465402385134,"types":["STOP"]}]},"ongoingSLAData":null,"completeSLAData":[],"metricId":12,"definitionChangeDate":0,"definitionChangeMsEpoch":0,"goalsChangeDate":null,"goalsChangeMsEpoch":null,"goalTimeUpdatedDate":null,"goalTimeUpdatedMsEpoch":null,"metricCreatedDate":0}'
Diagnosis
Environment
- Recently restored to JIRA Server from JIRA Cloud
Cause
Breaking down the error, the issue seems to be due to the 'definitionChangeMsEpoch' field that exists in the data (from cloud), is not recognized in JIRA ServiceDeskv3.0 (from server).
JIRA ServiceDesk Cloud always has the newest JSD version which has some upgraded feature in its data JIRA ServiceDesk v3.3.
Resolution
Update JIRA ServiceDesk to the latest version