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  1. Jira Service Management Data Center
  2. JSDSERVER-1774

SLA in email notification

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    • Icon: Suggestion Suggestion
    • Resolution: Low Engagement
    • None
    • Email - Outgoing, SLA
    • None
    • 3
    • 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 Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      My customers would like to see the current state of the SLA of their problem on notification emails they get. This would mean that when the create a ticket the notification would show full SLA (say 4:00) and subsequent email notifications (on status change) would show the current SLA. For example, say that it takes desk 30 mins to respond for the first time so on the email notification for the status change from Open to Investigating they will see SLA as 3:30. etc.

            [JSDSERVER-1774] SLA in email notification

            Charlie Marriott made changes -
            Resolution New: Low Engagement [ 10300 ]
            Status Original: Gathering Interest [ 11772 ] New: Closed [ 6 ]
            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3012460 ] New: JAC Suggestion Workflow 3 [ 3649802 ]
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2664165 ] New: JAC Suggestion Workflow [ 3012460 ]
            SET Analytics Bot made changes -
            Support reference count New: 3
            Owen made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2323786 ] New: Confluence Workflow - Public Facing v4 [ 2664165 ]
            Status Original: Open [ 1 ] New: Gathering Interest [ 11772 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 2053154 ] New: JSD Suggestion Workflow - TEMP [ 2323786 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2048197 ] New: JSD Suggestion Workflow [ 2053154 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 1280218 ] New: JSD Suggestion Workflow - TEMP [ 2048197 ]
            jonah (Inactive) made changes -
            Description Original: My customers would like to see the current state of the SLA of their problem on notification emails they get. This would mean that when the create a ticket the notification would show full SLA (say 4:00) and subsequent email notifications (on status change) would show the current SLA. For example, say that it takes desk 30 mins to respond for the first time so on the email notification for the status change from Open to Investigating they will see SLA as 3:30. etc. New: {panel:bgColor=#e7f4fa}
              *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-1774].
              {panel}

            My customers would like to see the current state of the SLA of their problem on notification emails they get. This would mean that when the create a ticket the notification would show full SLA (say 4:00) and subsequent email notifications (on status change) would show the current SLA. For example, say that it takes desk 30 mins to respond for the first time so on the email notification for the status change from Open to Investigating they will see SLA as 3:30. etc.
            jonah (Inactive) made changes -
            Link New: This issue relates to JSDCLOUD-1774 [ JSDCLOUD-1774 ]

              Unassigned Unassigned
              takindele Taiwo Akindele (Inactive)
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              12 Vote for this issue
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                Created:
                Updated:
                Resolved: