Assistance Needed with SLA Automation on Manual Ticket Assignment

Fawad Shaikh

Good day,

I would like to set up an automation in Jira Service Management (JSM) that triggers when a ticket is manually assigned by a team member. At the moment, as per current SAL, assignee have one hour to respond to the ticket.

From my understanding, JSM already sends an automated notification to the reporter when a ticket is created. However, my requirement is focused on the point when the ticket is manually assigned—not when it's initially created.

Could you please guide me through the steps to configure this automation?

Thank you in advance for your support.

Kind regards,
Fawad Shaikh

Edward Whitemore

Hi: @Fawad 

You can definitely set that up in Jira Service Management using Automation rules. Here’s how to do it:

Go to Project settings → Automation → Create rule.

Set the Trigger as “Issue assigned.” (This fires whenever someone manually assigns a ticket.)

Add a Condition if needed — for example, check if the issue type or project matches specific criteria.

Then add an Action → Send email (or Slack message) to the reporter or assignee, depending on who should be notified.

Save and publish the rule.

That way, every time a ticket is manually assigned, the system will automatically send a notification — separate from the ticket creation alert.

Hope this helps!