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  1. Jira Service Management Data Center
  2. JSDSERVER-2003

Ability to define custom durations for SLA triggered events for automation rules

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for Jira Service Management Data Center. Using Jira Service Management Cloud? See the corresponding suggestion.

      Problem Definition

      When creating an automation rules in Service desk project, there is only 3 option for SLA time remaining event:

      • Due soon (60m remaining)
      • At risk (30m remaining)
      • Breached

      Suggested Solution

      Need an ability to accept user input values for the condition.

      Workaround

      Similar feature can be achieved by creating an issue filter and then subscribe to the filter to get email notification. The JQL will be something like:

      project = DESK and "Time to resolution" <= remaining("15m") and "Time to resolution" != breached()

      Note: Please change the values accordingly to your environment.
      This query will return issues in project "DESK" that it's SLA haven't breached and the remaining SLA is 15 minutes or less.

      And then, for the filter subscription, you can choose to send an email every 15 minutes or use "Advanced scheduling ('cron')" for more detailed intervals; Receiving Search Results via Email.

            Unassigned Unassigned
            mmuthusamy Moga
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              Created:
              Updated: