Details
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Suggestion
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Resolution: Unresolved
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None
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11
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22
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Description
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.
Attachments
Issue Links
- is duplicated by
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- Closed
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- Gathering Interest
- relates to
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- Closed
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- Gathering Interest
- mentioned in
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