SLA reply for customers

[Moran Schneider]

Hey there, community,
First of all, that is a great community. Helpful and kind people here!

I have a question about the SLA.
I have already made the SLA for my project, and I tried to make an automation replay to a customer that will show him the SLA of each request type.

I don't find any Jira smart values for the SLA, and I wanted to ask you guys how I can achieve my task.

Example:
A customer opens a Ticket to reset the password.
The SLA for this Ticket is, let's say, 30min.
I have made an automation "when: Issue created --> then: add a comment to issue --> share with customer ofc,
But I need help finding SLA smart values for the comment.

[Kateryna_v_SaaSJet_]

Hi @Moran Schneider 

Welcome to the community :)

Would you describe what you mean by “Jira smart values for the SLA”? Are you looking for an add-on or JSM function?

[Moran Schneider]

Yes of course.

I tried to make Automation for my employee that when they opened a ticket,
so I want the Automation to send them E-mail with the SLA of the issue.

For example,

the red box is the smart value of the assigne.displayname of the Agent that took the ticket on him for working.
and Im looking the smart value of the SLA so it can be send also in the same Email so the customer can know the SLA of his issue.

Thanks, Moran.

[Kateryna_v_SaaSJet_]

I apologize for not answering for a long time. I can only suggest the option of sending data using the SLA Time and Report for Jira add-on, which was developed by our team. There you can set the conditions for when the user (in your case customer) will receive notifications.

Also, you can create your own notification text in the Notification Template Editor using Shortcodes (smart values). This will be sent as a comment to the task (+ by email) or/and via SLACK, at your choice.

You can try it yourself with a 30-day trial. I will be glad if it is useful to you.