how to configure SLA using prority, urgency and impact?

Anandaraj M

Hi,

1. Can you please help to configure SLA based on prority , urgency and impact? 

2. How to configure SLA notification send to service team and the users?

3. How to configure SLA time and mail alert? example 1st SLA - if the ticket is unassigned more 15 mins, 2nd SLA - if the ticket not attended with 2 hrs and 3rd SLA in 4hrs respectively.

 

Thanks

Anand.

 

Keri

Hi Anandaraj,

 

You can add an SLA for each time you wish to receive an alert, and then use automation rules to @mention or email a user.

The following knowledge base article details how to set the automation rules for SLA conditions specifically: https://confluence.atlassian.com/cloudkb/how-to-use-automation-rules-in-jira-service-desk-for-auto-transitioning-issues-after-a-certain-period-of-time-852464037.html which is similar to what you want to achieve.

I’d also check out our Service Desk documentation around SLAs and Automation rules

 

Hope this helps!

Cheers,

Keri