Change status when sla breached - Failing

Question

Hi

Have set the time to first response to 15 mins.

I do get an email if the time to first response if breached.

I also want the Status to change from To do - Escalated.

However that is not happening.

Request for some1 to help resolve that issue.

Regards

Ankur Shah

Alex Koxaras -Relational- · Answer

@Ankur Mahesh Shah please paste a screenshot of your audit log. Otherwise I will not be able to identify the cause of the failing rule.

Ankur Mahesh Shah · Answer

Hey Alex,

Thank you for your revert. I had tried that earlier and after your revert also, however it didn't work.

Regards

Ankur Shah

Alex Koxaras -Relational- · Answer

Hi @Ankur Mahesh Shah and welcome to the community!

Why don't you create an automation so that if this SLA is breached, then transition the issue from to To do to escalated? You have to make sure that this transition exists.

* Go to project settings > Automation > Create Rule
* And then add the trigger SLA breached and choose your SLA
* And as action choose to transition the issue