How can we configure email notifications in advance of SLA breaches?

As a basic requirement of SLA tracking, we need to send out notifications when an SLA is soon to be breached. Where do I configure this?

Thanks in advance!

2 answers

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1 vote

Answer accepted

Check out following document

We have a filter with following jql

"Time to first response" &lt; 2h OR "Time waiting for support" &lt; 4h

Hope this helps

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0 votes

Thanks, I also found the breached() and remaining() functions to be of use. For example:

"Time to acknowledgement" != breached() AND "Time to acknowledgement" < remaining(30m)

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