Como criar automação de aviso de SLA

Question

Como criar automação de aviso de SLA, exemplo cliente abriu chamado automação dispara no e-mail automaticamente que o chamado será atendido em 8h, SLA vencido retornar e-mail informando, alterado para outro SLA disparar outro e-mail.

Saberia me informar um passo a passo para realizar essa criação ?

Kateryna_v_SaaSJet_ · Answer

Hi @Rafael Soares de Oliveira

If you are okay with using third-party add-ons, I can show you how to set it up in the SLA Time and Report add-on.

I don't know your workflow, but for almost any action of your client, you can set it as a Start condition for SLA configurations. Set the SLA time target (trigger) to when you need to send the notification, configure the message's text, and save this configuration.

If you provide additional information, I can describe the steps in more detail and step by step. My team develops the app, so I'll gladly help with the setup. Or use the 30-day trial period to try the add-on yourself.

Joseph Chung Yin · Answer

@Rafael Soares de Oliveira -

Hi Rafael:

Not knowing the exact details of your process, here are something that which you can get started with assuming your JSM project's SLA setup is properly configured.

1) Create automation rule(s) via Project settings >> Automation and select the following triggering event -

2) When the event is triggered, then you can establish conditions and then actions using the automation tool.

For more information on how to use and setup Automation for Jira rules, please reference the following links -

https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/

Examples of automation rules - https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all&page=1&pageSize=20&sortKey=name&sortOrder=ASC

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.