Missing Event in configuring SLA Automation Rule
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
While configuring the SLA automation rule, while configuring the 'When' rule, the event for the SLA is not visible
Diagnosis
Environment
- JIRA ServiceDesk v2.5.x and above
Diagnostic Steps
- Verified safe mode does not helps
Cause
- Discrepancies in the data for your SLA, where the Upgrade Task AsyncUpgradeTaskMigrateTimeMetricsForSlaThresholds property is marked as "COMPLETED" in the database (table name is ASYNCUPGRADERECORD), however, the "changed date" on the thresholds do not reflect that the Upgrade Task has run successfully.
Resolution
- STOP JIRA
- Access JIRA's database
- Perform the following:
Verify there is a value returned
select * from "AO_54307E_ASYNCUPGRADERECORD" where "UPGRADE_TASK_NAME" = 'AsyncUpgradeTaskMigrateTimeMetricsForSlaThresholds' AND "ACTION" = 'COMPLETED';
Delete the row
DELETE from "AO_54307E_ASYNCUPGRADERECORD" where "UPGRADE_TASK_NAME" = 'AsyncUpgradeTaskMigrateTimeMetricsForSlaThresholds' AND "ACTION" = 'COMPLETED';
- Perform a POST REST request to JIRA.You can use Google Postman to perform this POST REST request.
Manually trigger the UT task by POSTing to the URL:
<instanceURL>/rest/servicedesk/1/servicedesk/upgrades/independent/AsyncUpgradeTaskMigrateTimeMetricsForSlaThresholds
No body is needed
This will ensure the system 'forgets' the upgrade task has already run and will run it again.