Jira service desk Automation doesn't seem to be working after upgrading to 4.0.1

[Jeff Santos]

Does anyone know any issue regarding to automation on new version of Jira Servicedesk (4.0.1)?

All my rules don't seem to be working after upgrading.

When we open the logs, we find out that the last execution was right before the time we upgraded to 4.0.1.

In addition, the SLA rules are not being applied either.

Everytime i access the Project Configuration, I can see the indicator below:

Until I click it, the new issues do not show the SLA time.

Does anyone know what could cause these problems?

[Jeff Santos · Accepted solution]

HI!

After identifying the problem, tha Atlassian team suggested a workaround on this issue.

Thanks!

[Jeff Santos]

Another workaround is to modify the MS SQL library which is shipped with Service Desk 4.0.1, and which is causing all these bugs

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 (you can find this driver by downloading the JIRA Service Desk server version 4.0.0 from this link and clicking on "All Server versions" to select 4.0.0)
4. Start JIRA

[Andy Heinzer]

That work-around can help, but it is specific to Jira environments that are using Java 8.  Java 11 users cannot follow this exact same set of steps to correct this.   I would recommend all users that encounter this bug please follow the bug ticket JSDSERVER-6251

[Andy Heinzer]

Hi Jeff,

In order to help here, I think we're going to need to get logs from your system.  To better do that, I created a support request for you over at https://getsupport.atlassian.com/servicedesk/customer/portal/3/SDS-39528

Andy

[jrheault]

Hello Andrew - We are having the same issue as well after upgrading to 4.0.1. What could we do to get a ticket created on this?

[Andy Heinzer]

@jrheault  Server starter licenses technical support requests, like Jeff's,  are being redirected to Community.  As such these license types don't have access to our select support channel.   All other license types will typically have their support request automatically redirected to our select support channel.

From looking at your account I can see that your SEN is not a starter license, so you should just be able to log a support ticket yourself regarding this problem by going to https://support.atlassian.com/contact and enter your SEN number there when creating a technical support request.

I'm confident that you are seeing the newly found bug JSDSERVER-6251 I would recommend the work-around on that bug ticket as it has been confirmed to get this working again.   

To starter licenses that encounter this problem, I would recommend watching and voting on the bug ticket and perhaps follow the work-around if applicable to your environment.