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  1. Jira Service Management Data Center
  2. JSDSERVER-347

Automatic escalation "Notification" based on SLA remaining time

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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 Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Customer justification

      Hi,
      we are using JIRA and JIRA service Desk plugin on top.
      my question is about the capability of sending notifications / re-assigning issues based on SLA remaining time.
      for example if customer fired an issue and the assignee didn't reply the ticket for two hours a notification should be sent to his manager with the issue and may be assigned to him

          Form Name

            [JSDSERVER-347] Automatic escalation "Notification" based on SLA remaining time

            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3011225 ] New: JAC Suggestion Workflow 3 [ 3648645 ]
            Status Original: RESOLVED [ 5 ] New: Closed [ 6 ]
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2663801 ] New: JAC Suggestion Workflow [ 3011225 ]
            Owen made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2322233 ] New: Confluence Workflow - Public Facing v4 [ 2663801 ]
            Status Original: Closed [ 6 ] New: Resolved [ 5 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 2052648 ] New: JSD Suggestion Workflow - TEMP [ 2322233 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2048535 ] New: JSD Suggestion Workflow [ 2052648 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 1279404 ] New: JSD Suggestion Workflow - TEMP [ 2048535 ]
            jonah (Inactive) made changes -
            Description Original: h3. Customer justification
            {panel}
            Hi,
            we are using JIRA and JIRA service Desk plugin on top.
            my question is about the capability of sending notifications / re-assigning issues based on SLA remaining time.
            for example if customer fired an issue and the assignee didn't reply the ticket for two hours a notification should be sent to his manager with the issue and may be assigned to him
            {panel}             		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-347].
              {panel}

            h3. Customer justification
            {panel}
            Hi,
            we are using JIRA and JIRA service Desk plugin on top.
            my question is about the capability of sending notifications / re-assigning issues based on SLA remaining time.
            for example if customer fired an issue and the assignee didn't reply the ticket for two hours a notification should be sent to his manager with the issue and may be assigned to him
            {panel}
            jonah (Inactive) made changes -
            Link New: This issue relates to JSDCLOUD-347 [ JSDCLOUD-347 ]
            Owen made changes -
            Workflow Original: TTT: Simple Issue Tracking Workflow [ 624994 ] New: JSD Suggestion Workflow [ 1279404 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]
            Joseph Huynh (Inactive) made changes -
            Component/s New: Email [ 27895 ]
            Component/s Original: Notification [ 32491 ]

              Unassigned Unassigned
              dchua Daryl Chuah (Inactive)
              Votes:
              6 Vote for this issue
              Watchers:
              6 Start watching this issue

                Created:
                Updated:
                Resolved: