If a ticket is in “Open” status for more that SLA timeline- Status should be changed to “Backlog” and automated escalation emails are sent to provided email ids in Jira Service Desk.
We have the following KB article on how to set this up, The first KB Details How to set up the automation rules to trigger a transition, and you can use the second article for details on setting up the internal notifications on that transition, the third article is a detailed breakdown on the difference between the internal user notifications triggered by the previous articles transition event vs external facing customer notifications.
The Process would be to have a transition set up with your custom notification scheme for the escalation process and then use the automation rule to trigger the transition when the desired SLA is passed.
Check it out and let me know if you have any questions about the content:
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