"Could not load condition" error with SLA conditions in JSM Cloud

Summary

When you attempt to edit a Jira Service Management SLA to add additional statuses, you see the error:

"Could not load this condition from server : com.atlassian.servicedesk:status-sla-condition-factory:<id>"

This occurs because a status used in the SLA condition(Start/Finish/Pause) has been deleted from the system. This deletion causes the error when trying to modify the SLA.

Solution

1. Navigate to the affected SLA

2. Locate the error logged in the SLA condition

   • It may exist in any of the Start/Finish/Pause conditions

3. Remove the com.atlassian.servicedesk:status-sla-condition-factory:<id> error

4. Save changes

5. Edit the SLA again to add the additional status "Done" to the finish condition