Time to SLA field is showing incorrect to Value

Issue #204 resolved
Ojase Emmanuval created an issue

Hi Team,

We are trying to configure the SLA using TTS based on the start date and end date custom fields. But the SLA clock is getting started before we select the start date. Its showing the hours in Time to SLA field and when we go to the details view of Time to SLA field, its showing the actual SLA start date as created date. And when we are setting the start date as a future date, SLA clock is starting just after we set the start date(It should start on the future date). but the detailed view is giving exact values. We checked with 6.10, 6.9 and 6.5

Comments (42)

  1. Ojase Emmanuval reporter

    Hi Tuncay,

    Thanks for the response. How long will it take for TTS 6.11.0 and 5.16.0 release?

  2. Ojase Emmanuval reporter

    Hi Tuncay,

    Thanks for the prompt response. It would be great of you can tell me the exact date or an approximate time frame.

  3. Tuncay Senturk repo owner

    Hi Ojase,

    Actually, our coding for a couple feature as well as this bug finished. We are in the process of automated/manual testing for JIRA 6.x and JIRA 7.x
    Most probably this weekend we will launch the release.
    But if you want to switch to new version immediately, we can share the binary with you before the release.

  4. Ojase Emmanuval reporter
    • changed status to new

    HI Tuncay,

    We have tested the plugin and have seen some bugs in the plugin. Please see the below results in various cases

    Assumptions: SLA calculation is based on SLA start Date field, which is a custom date field.

    1. New Work Order creation:
      SLA clock is starting based on the date/time field value given to SLA start Date field. Working as expected

    2. Change the SLA start date to a future date value:
      SLA clock is not resetting based on the date field (Bug). SLA clock should reset based on the value we are selecting for SLA start Date field.

    3. Change SLA start date to a past date :
      SLA Clock is giving proper results. It’s taking SLA start date as start time of SLA. Working as expected.

    4. Set SLA start Date to no value:
      SLA clock is getting started based on the created date field instead of SLA start Date( Bug ) The SLA clock should not start when no value is given for SLA start Date.

    Could you please try to fix these errors ASAP.

    Thanks for your continued support.

    Regards, Ojase Emmanuval

  5. Tuncay Senturk repo owner

    Hi Ojase,

    Thanks for the brilliant details.

    I will have a check and fix them as soon as possible.

  6. Tuncay Senturk repo owner

    Hi again Ojase,

    Changing to a future time resets the timer since 6.11.0 version. I've double checked it and I see that all cases (except the 4th one) all works as expected.
    Counter starts to count according to issue's creation date if the SLA Start Time is empty. Actually this was by design, but we'll change it accordingly.


  7. Ojase Emmanuval reporter

    Hi Tuncay,

    I have now installed the version 5.16.0 which is compatible with JIRA 6.4.11 in our Prod environement and ended up with some troubles. Please see the attached Document with the result of my testing. Please try to fix these issues at the earliest as we have this bugs already in production environment.

    Thanks, Ojase

  8. Tuncay Senturk repo owner

    Hi Ojase,

    I suppose, the other issues are OK with you and you saw that they are fixed?

    For your latter questions:
    - the SLA test field will reach in 1 minutes but the SLA clock has started before 2 minutes which is not correct. If you created issue before SLA definition you need to re-generate SLA data or change anything in the issue to get those changes within SLA definition applied to the issue. Please get your SLA definition done and then try with an issue. It should not start before the SLA date field passes
    - the G2 SLA value is 21 days. G2 SLA in SLA overview section is showing correct value. But the G2 SLA value in WO overdue field is showing incorrect value
    In the custom field those red values display overdue duration, not the SLA definition. So, in your sample SLA definition is 21d and overdue is 8d 4h 12m and the working duration in SLA Overview is correct which is 29d 4h 12m

    Please make me know if I miss anything

  9. Ojase Emmanuval reporter

    Hi Tuncay,

    I have created the issue after defining the SLA. I tried creating some issues even now and facing the same issue. Please find the attached screenshot regarding the same. SLA clock is starting when we are selecting any value for SLA test field.

    Thanks, Ojase

  10. Ojase Emmanuval reporter

    Can we have session today at 3.00 pm IST? If you are okay, i will schedule a webex meeting..

  11. Tuncay Senturk repo owner

    Hi Ojase,

    The bug is fixed with the latest versions. Please upgrade to applicable one according to your JIRA and make me know about the progress.

    Regards and thanks for your assist

  12. Ojase Emmanuval reporter

    Hi Tuncay,

    I have done couple of testing and found some bugs when setting SLA start Date field for SLA start.

    TTS 6.12.0.png

    In the above screenshot, the SLA clock is tarting when we are setting the SLA start date field. Only time to SLA field is showing correct value. All other SLA fields are taking the time, we set the SLA start date. Let me knwo if you have any questions. I am ready for a webex session to show you what exactly is going on.

    Thanks, Ojase

  13. Ojase Emmanuval reporter

    Hi Tuncay,

    Can we have some update on this. Has the new version released? If not what would be the timeline?

    Thanks, Ojase Emmanuval

  14. Tuncay Senturk repo owner

    Hi Ojase,

    In a couple days time, we will release the new version.

    Thanks for your patience.

  15. Tuncay Senturk repo owner

    Hi Ojase,

    Please upgrade to latest applicable version for the fix.

    Thanks for the feedback

  16. Ojase Emmanuval reporter

    Hi Tuncay,

    We have tested the new version and come across few bugs. Please find the attached document for more details. But atleast one of our requirement is working properly(SLA start based on a date field). Thanks for that. Please let me knwo if you need any other details.

    Thanks, Ojase Emmanuval

  17. Kubilay Karpat

    Hi Ojase,

    As you might know, the value of SLA End Field represents the actual ending date of issue and the value ofNegotiation Date Field represents targeted ending date for that issue. When these two options set to same field ("SLA End Date" in your case) SLA would not be working as expected because targeted date will always be same as ending date. For details you can check documentation.

    Best, Kubilay

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