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  1. Jira Service Management Data Center
  2. JSDSERVER-3303

Add more customizable SLA time to automation "When" trigger


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      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.

            Unassigned Unassigned
            e60cee3f62db Matthew Daize
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