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  1. Jira Service Management Data Center
  2. JSDSERVER-87

Email Notifications for missed Goals and other SLA events

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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.

      It would be useful to have automated notifications based on SLAs.

      Example use cases

      • a new service request hasn't been assigned in required time;
      • the team needs to be reminded of an SLA that's close to breaching;
      • tickets need to be escalated to supervisors when SLAs are close to breaching or breached.
      Workaround

      JQL filter subscriptions can be used as a workaround, as described in this article: How to configure notifications for breached SLAs.

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            [JSDSERVER-87] Email Notifications for missed Goals and other SLA events

            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.

            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. Cheers! -Shihab

            Hilli Balzer - PractiProject added a comment -

            This is unbelievable that alerts are not part of service desk app.
            I can't send alerts to assignee or reporter of a breached issue!!!!

            Hilli Balzer - PractiProject added a comment - This is unbelievable that alerts are not part of service desk app. I can't send alerts to assignee or reporter of a breached issue!!!!

            Mohini P added a comment -

            The workaround of SLA breached emails entire list of issues and the watchers or higher escalation management will not be interested in knowing which issue. Rather they want to know what type of issue according to issue type or another custom field and total number of breached issues. Basically analytics. Service desk should have a way to continuously email the reports which we can setup in there

            Mohini P added a comment - The workaround of SLA breached emails entire list of issues and the watchers or higher escalation management will not be interested in knowing which issue. Rather they want to know what type of issue according to issue type or another custom field and total number of breached issues. Basically analytics. Service desk should have a way to continuously email the reports which we can setup in there

            Rose Cooper added a comment -

            Is there gonna be any update to this reported issue my company already got JIRA SD but we really need SLA notifications.

            Rose Cooper added a comment - Is there gonna be any update to this reported issue my company already got JIRA SD but we really need SLA notifications.

            shihab added a comment -

            More feedback from duplicate issues:

            When the SLA tasks is near the end, we have two situations:
            1 The SLA starts to turn yellow and alerts users that the end is near;
            2 The SLA starts to turn red when about to maxing;
            The idea would be to send email notifications to users who are following the issue. In the same style of default JIRA notifications, a notification of SLA terms for a group of people we want.
            We have a vision without worries of issue by issue, alerting us whenever any issue is near the end. Because not always users are following all SLA's.

            and

            I'll like to have Jira send email to certain email (say the supervisor) with issues that have breached SLA times

            shihab added a comment - More feedback from duplicate issues: When the SLA tasks is near the end, we have two situations: 1 The SLA starts to turn yellow and alerts users that the end is near; 2 The SLA starts to turn red when about to maxing; The idea would be to send email notifications to users who are following the issue. In the same style of default JIRA notifications, a notification of SLA terms for a group of people we want. We have a vision without worries of issue by issue, alerting us whenever any issue is near the end. Because not always users are following all SLA's. and I'll like to have Jira send email to certain email (say the supervisor) with issues that have breached SLA times

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              f459624d3e45 banson
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