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  1. Jira Service Management Data Center
  2. JSDSERVER-2003

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

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    • 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 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.

            [JSDSERVER-2003] Ability to define custom durations for SLA triggered events for automation rules

            Sam Young added a comment -

            +1

            Sam Young added a comment - +1

            Nico Ocampo added a comment -

            Any update on this? Most of the client is looking for this functionality.

            Nico Ocampo added a comment - Any update on this? Most of the client is looking for this functionality.

            James M added a comment -

            This would be extremely helpful from a user standpoint as we would like to set custom SLAs not using the 2 hour 30 minute and breached mark.  Workaround requires more users to subscribe to the subscription feature.  We would rather be able setup this feature using the automation to only those who are agents up front.  

            James M added a comment - This would be extremely helpful from a user standpoint as we would like to set custom SLAs not using the 2 hour 30 minute and breached mark.  Workaround requires more users to subscribe to the subscription feature.  We would rather be able setup this feature using the automation to only those who are agents up front.  

            Israel Chavez added a comment -

            This would be very helpful, any updates?

            Israel Chavez added a comment - This would be very helpful, any updates?

            Anton Danielsson added a comment -

            Would indeed be very nice to simplify our logic.

            Anton Danielsson added a comment - Would indeed be very nice to simplify our logic.

            Eoin Boylan added a comment -

            This would be very useful, very surprising it isn't already in JIRA

            Eoin Boylan added a comment - This would be very useful, very surprising it isn't already in JIRA

            Kristen Lindorf added a comment -

            Love the idea of this feature- would be so useful for support/success teams to have that pre-deadline warning.

            Kristen Lindorf added a comment - Love the idea of this feature- would be so useful for support/success teams to have that pre-deadline warning.

            kfraaken added a comment -

            This feature would be useful.

            kfraaken added a comment - This feature would be useful.

            nick skinner added a comment -

            Riduculous this isn't a feature already. I should be able to set any hour interval I would like. Also triggering an event off the due date should be possible also. (e.g. If there are n hours/days left till the due date then do xyz)

            nick skinner added a comment - Riduculous this isn't a feature already. I should be able to set any hour interval I would like. Also triggering an event off the due date should be possible also. (e.g. If there are n hours/days left till the due date then do xyz)

            Anna Moran added a comment -

            We would love this feature please

            Anna Moran added a comment - We would love this feature please

              Unassigned Unassigned
              mmuthusamy Moga
              Votes:
              142 Vote for this issue
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              69 Start watching this issue

                Created:
                Updated: