How to create a rule for SLA breached depending upon the issue priority?

Question

I have created a automation that gives me alert before 30 min of SLA breached.

But I want to create automation rule for SLA breached before some time depending on issue priority. means for highest priority, notification(email) will sent to assignee before 1 hour of SLA breached. for medium priority, notification(email) will sent to assignee before 3 hour of SLA breached like that. i want to implement this in single automation rule.
Is it possible? and how?

Gökçe Gürsel {Appfire} · Answer

Hi @chinmay konkar ,

You can do this easily with Time to SLA.

Time to SLA has notifiers feature that can be used to send email and Slack messages to interested parties (like groups, project roles, specific users, assignee and reporter and to a Slack channel) before or after the SLA is breached.

For triggers you have two options: Fixed duration like 1 hour before the breach or you can also use SLA goal ratio for sending messages when a certain percentage of the SLA Goal is passed.

You can also send the notifications only during working hours so that you won't spam your users!

You can change the message template, send recurring notifications, define global notification that will be active for all SLAs in your instance if you don't want the hassle of defining a separate notification for every sLA and so much more.

Time to SLA works with Jira Work Management (Core), Software and Service Management (Service Desk) projects.

Please let me know if you have further questions.

Cheers,

Gökçe

Please note that I'm a member of the Snapbytes team.

chinmay konkar · Answer

Hi juan!
Thanks for the reply.

I am able to set different goals using JQL, but i want the notification mail before each goal breached.
for example, my first goal is 4 hrs and another one is 8 hrs. i want notifications as; for 4hrs-before 1hr breach and for 8 hrs-before 3 hrs breach.

Juan Manuel Ibarra · Answer

Hi!

When you define the Goals of the SLA you can use JQL to assign a target. This means that you can use a JQL for each priority and based on that set them different targets

Create a SLA

Create and edit SLA goals