Jira Automation SLA Breached Trigger: Useless for existing environments?

Question

Tried to set up email notifications to notify our team when a ticket breaches its SLA.  The wording on the automation makes it look like it should only trigger at the exact moment the SLA Timer on the ticket rolls past its limit.

Unfortunately, it also triggers for every single ticket that has ever breached its SLA at any point in time, even tickets that have been closed for years.

I don't see an if condition to check how long the SLA has been breached for either, so I can't fix it by adding a "If SLA timer breached by more than 60 seconds: Don't send" condition either.

Edit: It actually gets even worse. I tried to work around this issue by changing the trigger to only run when the SLA "Will breach in the next x minutes". But it's triggering on nearly everything! Even tickets with tons of time left before its SLA is breached!

Does this trigger function properly at all??

Olha Yevdokymova_SaaSJet · Answer

Hello @Ross E. Snyder

The SLA threshold breached trigger is sensitive in its operation. The settings for "breached" and "will breach in the next" work on real-time monitoring of SLA timers. However, it tends to re-trigger on tickets that have previously breached if conditions aren’t restrictive enough.

To prevent notifications on old or resolved tickets that have breached previously, consider adding an “Issue Status” condition. Here’s how you can refine your rule:

* Condition 1: Use a status condition to check if the issue is still open or unresolved.
* Condition 2: Add an “If: SLA timer is within range” to ensure the rule applies to active SLAs.

If you want to avoid frequent triggers, modify your settings:

* Set “Will breach in the next” to a higher value, like 30 minutes instead of 1.
* Avoid overlapping settings between “will breach in the next” and “breached by more than” to reduce multiple notifications.

You may try to Use SLA Time and Report for Advanced SLA Notifications, developed by my team

If Jira Automation continues to have limitations with precise timing and control, consider This add-on provides:

* Customizable SLA goals and thresholds with detailed conditions.
* Advanced Monitoring & Reporting - View real-time SLA performance on custom dashboards, with visual indicators showing “Met,” “In Progress,” and “Exceeded” statuses

You can set up actions for breached SLAs, such as:

* Notifying specific users or groups in Jira comments or on Slack.
* Reassigning the issue to ensure visibility and prompt action.
* Escalating priority levels or changing the issue status to draw attention to SLA breaches.

Using these steps should help refine your notification setup and reduce unnecessary alerts for historical SLA breaches.

Ross E. Snyder · Answer

Sure. See below. I inherited the environment, and it looks like you're right the SLA's are broken on old tickets- but that doesn't explain anything at all. There are 4 hours left on the broken SLA. The automation still shouldn't have triggered.

Marc -Devoteam- · Answer

Hi @Ross E. Snyder

As this should not happen, can you show an example of a closed issue where the SLA breached?

Are you SLA's set up correctly, as the only reason I see this happening is due to the fact the historical issues match in the SLA and have a still running SLA counter based on the stop counting action in the SLA is not adhering to those issues