Assistance Needed with SLA Automation on Manual Ticket Assignment

[Fawad Shaikh]

Good day,

I would like to set up an automation in Jira Service Management (JSM) that triggers when a ticket is manually assigned by a team member. At the moment, as per current SAL, assignee have one hour to respond to the ticket.

From my understanding, JSM already sends an automated notification to the reporter when a ticket is created. However, my requirement is focused on the point when the ticket is manually assigned—not when it's initially created.

Could you please guide me through the steps to configure this automation?

Thank you in advance for your support.

Kind regards,
Fawad Shaikh

[Alina Kurinna _SaaSJet_]

Hi @Fawad Shaikh 

If you’re looking to measure how quickly team members respond after being assigned to a ticket – but want to avoid complex Jira automations or run limits – there’s a simpler and more scalable way.

SLA Time and Report for Jira (developed by our team) is a Marketplace add-on designed to track and automate SLA logic beyond the native limitations of JSM. It’s especially useful for tracking time-based actions like first responses, even when the trigger happens after manual assignment.

Here’s how you can configure it with our app:

• Define an SLA goal – for example: “Response after assignment” with a 1-hour target.

• Start condition: Assignee changed.

• Stop condition: Comment from assignee (you can specify public/internal comment types).

• Add a pre-breach notification, e.g. “Alert if 90% of the time is consumed and no response yet”.

• Monitor performance in real time via built‑in dashboards and SLA reports to track SLA success, overdue items, and response behavior.

This setup ensures you're measuring response times fairly, starting only when a team member takes responsibility for the ticket – not just when it’s created.

If you have any questions or would like help setting this up, I’d be happy to assist!

[Fawad Shaikh]

Thank you Alina - Intentions are not to measure anything - Just wanted send an automated reply to the reporter of the ticket that "This request is currently being reviewed etc) as soon as ticket is being assigned manually. So, assignee SLA's of FIRST RESPONSE time won't get affected.

[Edward Whitemore]

Hi: @Fawad 

You can definitely set that up in Jira Service Management using Automation rules. Here’s how to do it:

Go to Project settings → Automation → Create rule.

Set the Trigger as “Issue assigned.” (This fires whenever someone manually assigns a ticket.)

Add a Condition if needed — for example, check if the issue type or project matches specific criteria.

Then add an Action → Send email (or Slack message) to the reporter or assignee, depending on who should be notified.

Save and publish the rule.

That way, every time a ticket is manually assigned, the system will automatically send a notification — separate from the ticket creation alert.

Hope this helps!

[Fawad Shaikh]

Thanks for your reply.

Just wanted to double check, with the above solution, That email / action will appear as a COMMENT in Jira ticket? which basically shows that assignee has provided the first response within 30mis (so assignee's SLA won't be breached for first response).

L1 assigned ticket manually to ABC

30 mins SLA starts for ABC to provide below/attached first response.

Required: First Response provided in the ticket by JIRA automatically as soon as ticket is being assigned to ABC.