Intermittent error concerning SLA Breached automation

[Nawaaz SOHAWON]

Hello,

I have setup some automation rules using the SLA Breached trigger.

However I am prompted with random failure errors such as the below:

As you an see, this has not been triggered by an issue but is just erroring out on its own.

Any ideas?

Regards,

Nawaaz

[Daniele El-Jaick]

@Nawaaz SOHAWON 

Is Alassian resolved your problem?

I am having the same problem and they are not able to help me.

Thanks

Daniele

[Nawaaz SOHAWON]

Hi @Daniele El-Jaick 

Unfortunately no response from them.

Regards,

Nawaaz

[Daniele El-Jaick]

Hi

I solved the problem.
In the SLA configuration you must have at least one more JQL besides "All remaining items".
You can create a JQL per item type, for example. It can even have the same time target as the remaining items.

Best Regards

Daniele

[Jack Brickey]

The error message is odd. And I wonder what your automation looks like. Could you share a screenshot? What I don’t understand in the error is you have a custom field that appears to be looking for a value that is less than 1433 minutes and at the same time greater than 1440 minutes which certainly doesn’t make sense.

[Nawaaz SOHAWON]

Hi @Jack Brickey 

Thanks for you reply.

The rule:

The custom field which is being checked is the "SLA - Waiting for Customer" which I have created to track the time spent in the "Waiting for Customer" status. It is not a custom field per say but a custom SLA.

The weird part is that this error is being triggered even though the SLA has not been breached. It seems like it's an auto-trigger of the filter itself; since the rule is running correctly for any ticket for which this SLA is breached.

Regards,

Nawaaz

[Nawaaz SOHAWON]

And sometimes for another rule using the same SLA, I'm getting the below error messages and it's very intermittent:

[Jack Brickey]

Not sure what the cause may be TBH

[Nawaaz SOHAWON]

Is there some sort of automatic verification of filter on Atlassian side? I am asking since it seems that the system has ran this filter randomly and hence this error message

[Nawaaz SOHAWON]

And as you can see, the rule is running perfectly for when a ticket is breached in a project but this error is for "Global":

[Jack Brickey]

So do you want this to be a global rule? It seems odd that that would be a global rule. 

[Nawaaz SOHAWON]

@Jack Brickey 

Because it applies to all my projects....

And like I mentioned, it is an SLA which provides a countdown for when a ticket is in "Waiting for Customer" and then is triggered once the threshold is met. 

[Jack Brickey]

I might suggest reaching out to Atlassian support - https://support.atlassian.com/contact/ 

[Nawaaz SOHAWON]

Thanks @Jack Brickey 

Much appreciated.

Have a nice day ahead