how to configure SLA using prority, urgency and impact?

[Anandaraj M]

Hi,

1. Can you please help to configure SLA based on prority , urgency and impact? 

2. How to configure SLA notification send to service team and the users?

3. How to configure SLA time and mail alert? example 1st SLA - if the ticket is unassigned more 15 mins, 2nd SLA - if the ticket not attended with 2 hrs and 3rd SLA in 4hrs respectively.

Thanks

Anand.

[Keri]

Hi Anandaraj,

You can add an SLA for each time you wish to receive an alert, and then use automation rules to @mention or email a user.

The following knowledge base article details how to set the automation rules for SLA conditions specifically: https://confluence.atlassian.com/cloudkb/how-to-use-automation-rules-in-jira-service-desk-for-auto-transitioning-issues-after-a-certain-period-of-time-852464037.html which is similar to what you want to achieve.

I’d also check out our Service Desk documentation around SLAs and Automation rules

Hope this helps!

Cheers,

Keri