Customer notifications for SLA breaks

Question

Hi

In JIRA I want to be able to automatically send a customer notification to a colleague who has submitted a request and the due date has passed.

I also would like to know if its possible to set up separate SLA's for each issue type so that when a colleague requests a job via our service desk and selects a due date that is outside the SLA delivery date that they are informed in some way. Ideally, I'd like it to be shown when they are making the request. I don't want the request to get blocked but I want them to understand they are asking for a due date that's outside the SLA. It would be great also if they got an email notification about that too along with the standard email.

Open to suggestions!

Jack Brickey · Answer

You could use automation for the first part. If due date past then email individual.

on the second part where you wish to control the due date relative to the SLA I suspect you are going to need an addon like Scriptrunner or Powerscripts.

Gezim Shehu [Communardo] · Answer

Hi,

1-Notifications

You could do this using Filter Subscriptions, which are built in JIRA or use an add-on (lots of choices from simple ones to fully fledged script running and escalation services add-ons)

2-SLA work that way. You define a JQL filter for the SLA.

So I would suggest using 1 SLA field, with different goals based on JQL (IssueType=x or y)

Also you could use "slaFieldName = breached()"  as a condition for the JQL filter in the subscription above (1)