Dears,
what is the possibel actions than can we take if SLA breached
BR,
Hi @Mohamed Saad Taha
You can use every action that comes with Jira automation and/or with an app like Scriptrunner and JMWE (create a new issue, transition the current one, notify reporter or assignee, comment on issue etc).
What is it that you are looking for? What are you trying to achieve?
yes, send email to managers as well?
but manager is not part to the issue ?
is this possible
@Mohamed Saad Taha you can send an email only if you have a 3rd party app.
However, if that manager is either an approver or request participant he/she will most likely receive notifications about an issue update (as long as you have retain the out-of-the-box customers notifications).
Manager is not approver and I want to notify them only in case any issues opened in their team is breaded
Let me recommend the SLA Time and Report for Jira add-on that our company has created.
You can control when SLA will be breached with help of some tricks.
Specify multiple milestones.
For example, your main SLA is 10 hours.
2 hours before the end (after 8 hours) - you can send notification #1.
1 hour before the end (after 9 hours) - you can send another notification #2.
And the final warning (Exceeded) after 10 hours.
You can set your own action for each event or send a notification to comment or to the Slack channel, where your managers can be.
Let me know if you have any questions.
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