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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.

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

            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3012839 ] New: JAC Suggestion Workflow 3 [ 3649954 ]
            Status Original: RESOLVED [ 5 ] New: Closed [ 6 ]
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2664662 ] New: JAC Suggestion Workflow [ 3012839 ]
            Owen made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2325492 ] New: Confluence Workflow - Public Facing v4 [ 2664662 ]
            Status Original: Closed [ 6 ] New: Resolved [ 5 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 2053394 ] New: JSD Suggestion Workflow - TEMP [ 2325492 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2048487 ] New: JSD Suggestion Workflow [ 2053394 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 1280203 ] New: JSD Suggestion Workflow - TEMP [ 2048487 ]
            jonah (Inactive) made changes -
            Description Original: 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.

            h5. Workaround
            JQL filter subscriptions can be used as a workaround, as described in this article: [How to configure notifications for breached SLAs|https://confluence.atlassian.com/display/SDKB/How+to+configure+notifications+for+breached+SLAs].             		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-87].
              {panel}

            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.

            h5. Workaround
            JQL filter subscriptions can be used as a workaround, as described in this article: [How to configure notifications for breached SLAs|https://confluence.atlassian.com/display/SDKB/How+to+configure+notifications+for+breached+SLAs].
            jonah (Inactive) made changes -
            Link New: This issue relates to JSDCLOUD-87 [ JSDCLOUD-87 ]
            Confluence Escalation Bot (Inactive) made changes -
            Labels Original: affects-cloud autom New: affects-cloud affects-server autom
            Confluence Escalation Bot (Inactive) made changes -
            Labels Original: autom New: affects-cloud autom

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              f459624d3e45 banson
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                Created:
                Updated:
                Resolved: