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  1. Jira Service Management Cloud
  2. JSDCLOUD-12359

Improve SLA Threshold Breached trigger, e.g. ability to define custom durations for SLA triggered events, show only SLA from current project


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      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? 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.


      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.


      Related issues

      • When creating Automation Rules triggered by SLA threshold breached on a Project, the drop-down menu shows all SLAs of the instance to choose from. Only SLAs of said project should be presented.

            vwong@atlassian.com vwong
            mmuthusamy Moga
            66 Vote for this issue
            42 Start watching this issue