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How to add time trigger on Jira ticket that will notify me that I bridge my SLA?

Ira_g91202

Hello, I want to create a flow that will help our team do not bridge SLAs of their tickets.

I have 3 parameters:

1. Assignee of the ticket

2. Status of the ticket

3. Customer due date

I want to send an automatic email to the assignee of the ticket if the status of the ticket didn't change from New to In progress by the time defined on the Customer due date.

For example:

Customer due date: 17.2.22 6 PM

If the assignee of the ticket didn't start working so they will receive an email, so either they forgot to change the status, or they forgot about this ticket at all.

I need to tell our Admin what should be done on their end

Thank you in advance

Accepted answers

Jack Brickey

The admin should set up automation for this. Something like...

trigger - issue breached SLA

condition - as necessary to only proceed with rule if appropriate

action - email Assignee

Fernando Eugênio da Silva

If you don't have the SLA feature to configure, you can use something similar to this:
Create an automation with the SCHEDULE trigger and make a configuration similar to this.

Change the "Stard Date" field to the field you are using to measure the target.

I recommend first applying the JQL filter query in Jira so that you get exactly the field component and then transfer it to the JQL combo in automation.

I hope this helps.

All comments

Jack Brickey

The admin should set up automation for this. Something like...

trigger - issue breached SLA

condition - as necessary to only proceed with rule if appropriate

action - email Assignee

Fernando Eugênio da Silva

If you don't have the SLA feature to configure, you can use something similar to this:
Create an automation with the SCHEDULE trigger and make a configuration similar to this.

Change the "Stard Date" field to the field you are using to measure the target.

I recommend first applying the JQL filter query in Jira so that you get exactly the field component and then transfer it to the JQL combo in automation.

I hope this helps.

Jack Brickey

ah good point i see this is in Jira collection. @Ira if this is JSW and not JSM then SLAs dont exist OOTB.

Ira_g91202

Thanks

Ira_g91202

thanks

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