Jira Service Management not fully functional after upgrading to 4.0.1 when using MS-SQL
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
Some Jira Service Management functionalities are not working after upgrading Service Management to 4.0.1, or installing a fresh Service Management 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
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.
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.
The 3 functionalities which are known to not work are tracked in the 3 following public bug reports:
- JSDSERVER-6251 - Getting issue details... STATUS
- JSDSERVER-6252 - Getting issue details... STATUS
- JSDSERVER-6253 - Getting issue details... STATUS
Expected behavior
The SLA, Customer Notification and Automation functionalities should work, as it is the case in Service Management versions 4.0.0 and lower.
Cause
There is a bug in the MSSQL driver bundled with Jira 8.0.1/Service Management 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 Management 4.0.0. The steps are described below:
- Stop Jira
- 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
- Copy the driver mssql-jdbc-6.2.1.jre8.jar to the same folder
- Start Jira
If the problem persists after following the resolution steps, please reach out to Atlassian Support via https://support.atlassian.com/.