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  1. SR for Jira - Development
  2. SRJIRA-2938

Automated Escalation Services don't work with "Customer Request Type" in JQL

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    Details

    • Type: Bug
    • Status: Done
    • Priority: High
    • Resolution: Won't Fix
    • Affects Version/s: 5.4.12
    • Fix Version/s: None
    • Component/s: Jobs
    • Critical Points:
      1.8

      Description

      Escalation Services do not work with JQL that includes the field "Customer Request Type" when they are automated. If "Run Now" is clicked, the Escalation Service does work (shown in "Image 1"), but it
      does not work when it is scheduled. After changing the issues back and scheduling the service to run, it doesn't work as expected. There are no failures shown and nothing that is logged (shown in "Image 2"), but the issues simply do not update (shown in "Image 3" - they are still in the status of "In progress").

      For example, the JQL

      project = Plant AND status = "In Progress"

      works fine when scheduled, but this JQL: 

      project = Plant AND status = "In Progress" AND "Customer Request Type" = "New employee (PLAN)"

      does not work when scheduled. 

      Steps to Reproduce: 

      1. Create a Service Desk Project 
      2. Add the field "Customer Request Type" to the Service Desk Project 
      3. Create some issues with Customer Request Type filled in
      4. Create a scheduled Escalation Service with JQL that includes Customer Request type in it

        Attachments

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        2. Image 2.png
          Image 2.png
          17 kB
        3. Image 1.png
          Image 1.png
          112 kB

          Activity

            People

            Assignee:
            Unassigned Unassigned
            Reporter:
            ccreswell Carmen Creswell
            Votes:
            1 Vote for this issue
            Watchers:
            4 Start watching this issue

              Dates

              Created:
              Updated:
              Resolved: