Time to SLA Data Center - Reload Custom Field Searcher

Use case

In certain scenarios, the custom field searcher associated with the slaFunction field in Jira may need to be reloaded to resolve issues such as malfunctioning field behavior or incomplete search results. This workaround provides a safe method to refresh the searcher by temporarily resetting its configuration.

Prerequisites

• Jira Administrator access is required.

• Familiarity with editing custom fields and locking/unlocking system fields.

• Reference: Unlock a locked Jira Software Server or Data Center custom field | Jira and Jira Service Management | Atlassian Support

Steps to Reload the Custom Field Searcher

1. Unlock the Custom Field slaFunction:

   • Begin by unlocking the slaFunction custom field.

   • Atlassian provides multiple methods for unlocking custom fields. Refer to the Atlassian support guide for detailed instructions.

2. Edit the Search Template:

   • Navigate to the custom field configuration for slaFunction.

   • Change the search template to None.

3. Save the Configuration:

   • Confirm and save the updated field configuration.

4. Reassign the Original Search Template:

   • Edit the custom field again and set the search template to TTS SLA Custom Field Searcher.

5. Save the Configuration Again:

   • Save the changes to complete the reassignment of the search template.

6. Lock the Custom Field:

   • Once the searcher is successfully reloaded, relock the slaFunction custom field to restore its original protected state.

Open

Solution

1. Ask the customer to provide the necessary log file.

2. Ask the customer to check his Saved Report DB Content. The customer can run the following query.
   Tips: If they face null values on the query's result, they must delete it and try again to reach the report page.
   select * from AO_C5D949_TTS_SAVED_REPORT

The customer performs this and finds that six rows in that table have null values for all columns (except the ID column), but most of the rows look OK with associated details. After deleting the six wrong rows, the SLA Report page loads fine.