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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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      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

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

            Mark Murawski added a comment -

            It seems this feature is not fully complete.  The limited options don't give us the tools we need to have an sla that runs for 24 hours, but trigger events after 1hr, 2hrs, 4 hrs, and etc.

            Mark Murawski added a comment - It seems this feature is not fully complete.  The limited options don't give us the tools we need to have an sla that runs for 24 hours, but trigger events after 1hr, 2hrs, 4 hrs, and etc.

            angel added a comment -

            Hi Shihab,

            The new automation rules are quite nice indeed, well done! Are you considering to allow admins to modify the rules concerning SLA conditions. Now it seems they are kind of hard-wired to only three options (Due soon, At Risk, Breached).

            Cheers,
            Aggelos

            angel added a comment - Hi Shihab, The new automation rules are quite nice indeed, well done! Are you considering to allow admins to modify the rules concerning SLA conditions. Now it seems they are kind of hard-wired to only three options (Due soon, At Risk, Breached). Cheers, Aggelos

            shihab added a comment -

            Hi,

            I'm very pleased to announce that SLA notifications for missed and near-breaching SLA goals is possible using Automation in JIRA Service Desk 2.4: https://confluence.atlassian.com/display/SERVICEDESK/Automating+your+service+desk

            You can also use Automation to automatically escalate tickets (ie. cause a workflow transition) when an SLA is breached. If you would like to re-assign issues when an issue breaches or is about to breach an SLA you can use workflow post-functions to edit the issue: https://confluence.atlassian.com/display/Cloud/Advanced+Workflow+Configuration

            Cheers!

            -Shihab

            shihab added a comment - Hi, I'm very pleased to announce that SLA notifications for missed and near-breaching SLA goals is possible using Automation in JIRA Service Desk 2.4: https://confluence.atlassian.com/display/SERVICEDESK/Automating+your+service+desk You can also use Automation to automatically escalate tickets (ie. cause a workflow transition) when an SLA is breached. If you would like to re-assign issues when an issue breaches or is about to breach an SLA you can use workflow post-functions to edit the issue: https://confluence.atlassian.com/display/Cloud/Advanced+Workflow+Configuration Cheers! -Shihab

              Unassigned Unassigned
              dchua Daryl Chuah (Inactive)
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