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  1. Jira Service Management Cloud
  2. JSDCLOUD-3303

Add more customizable SLA time to automation "When" trigger


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

      We would like to customize the time entered into the SLA "when" rule beyond the current 60min/30min/breached options.

      The problem is, for P1 or P2 issues, we have an SLA of 15 minutes. With the current automation options, there is no way to alert a user/group of an impending breach. For longer-term SLAs such as MTTR on a lower priority issue, we would want to remind the team longer than 60 minutes in advance.

      Additionally, a "Breach + Time" condition should be available so that we can notify the next level support and/or lead role when a breach has happened beyond a set threshold.

            7ad1551c39c0 Benjamin Paton
            e60cee3f62db Matthew Daize
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