Automatic escalation "Notification" based on SLA remaining time

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      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

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

              Created:
              Updated:
              Resolved: