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Details

Type: Suggestion
Resolution: Unresolved
Fix Version/s: None
Component/s: Automation
Labels:

UIS:
16
Support reference count:
22
Feedback Policy:

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.

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

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

JSDSERVER-3303 Add more customizable SLA time to automation "When" trigger

Closed

JSDSERVER-4761 Custom Automation SLA time remaining should be customizable

Gathering Interest

relates to

JSDSERVER-2058 Improve available customization in Automation

Closed

JSDCLOUD-12359 Improve SLA Threshold Breached trigger, e.g. ability to define custom durations for SLA triggered events, show only SLA from current project

Gathering Interest

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(9 mentioned in)

Activity

People

Assignee:: Unassigned

Reporter:: Moga

Votes:: 140 Vote for this issue

Watchers:: 69 Start watching this issue

Dates

Created:: 22/Jun/2015 8:19 AM

Updated:: 03/Nov/2023 2:14 AM

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