Why do changes to SLAs keep resetting (Start, Pause on and Stop conditions)

[Kyle Roberts-york]

I'm trying to make changes to the Start, Pause on and Stop conditions for a "time to resolution" SLA that has been set up.

However, each time I save the changes and either navigate to an issue or refresh the screen, the changes aren't applied.

I'm trying to move "Status: Assigned to Release" from Pause on to Stop

Steps:

1. Select Project settings
2. Select SLAs
3. Click the 'Edit' button
4. untick the 'Pause on' status and tick the relevant status in 'Stop'
5. Select 'Save'
6. Confirmation prompt "You changed your SLA configuration. Confirm your changes and we'll recalculate your project's SLAs."
7. I select save
8. Another prompt appears:

   1. "Don't forget to save

      You changed your SLA configuration. Confirm your changes and we'll recalculate your project's SLAs."

9. I select 'Save' once again
10. When I'm navigated back to the SLAs landing page, it looks like the changes have been made, however, when I refresh the page or navigate to an issue the changes are reverted and not applied as I can still see a paused icon on the issue.

I've tried on multiple browsers and get the same behaviour.

Any help would be greatly appreciated

[Kyle Roberts-york · Accepted solution]

Jira support helped identify a related ticket - https://jira.atlassian.com/browse/JSDCLOUD-9096

Will be trying this outside of our service hours, but the behaviour looks very much the same.

[Balavinayagamoorthi · Accepted solution]

Hello,

I assume, this calculation will happen only when the trigger/Transitions. It will not do anything in the existing untouched issues,

bz, if you see the log of this SLA, you will only see the updated issues ( Transition, comment etc)

so you can try by moving/transitioning  an existing/new issue to "Status: Assigned to Release", you can find the timer icon will show stopped  and also few entries in the log

[Kyle Roberts-york]

Hi there,

Thanks for your reply to my question.

I have tried to change the transitions to trigger the changes as I thought that this might be the case. However, I get the same result and as mentioned above, the changes look like they're unchanged and haven't actually saved. 

I'm stumped on what's causing this, as the issue is happening on a number of our older projects. I can try in a next-gen project to see if the same behaviour occurs if this would be helpful?

Many thanks,

Kyle

[Hernan Halabi - Elite IT Consulting Group · Accepted solution]

hello @Kyle Roberts-york what happens if you transition the issue out of that status and then move it back to where it was? Still get the pause icon? Have you ensured that there are no two status with a similar name?  The steps described seem to be ok 

[Kyle Roberts-york]

Hi there,

Thanks for your reply to my question.

Nothing happens, it's almost as if the changes made aren't actually saving correctly. I tried going through the relevant transitions on a ticket after making the changes to see if the desired effect has been met, however, the paused doesn't change and when I navigate back to the SLAs page the settings are reverted back to the original (shown in the screenshot above). 

Many thanks, 

Kyle

[Hernan Halabi - Elite IT Consulting Group]

@Kyle Roberts-york maybe I missed that part of the problem  if even after saving and refreshing the sla page things are as they were, I suggest you file a ticket with atlassian support directly as that's not part of the expected behavior and won't be much to do from here.

[Kyle Roberts-york]

@Hernan Halabi - Elite IT Consulting Group - thanks for your response, I'll do that.