Automation in Jira Service Desk - can I alert agent/assignee

Shani Kovalsky_x9vx1a

Hi

I'm trying to create an automation rule in Jira Service Desk that will alert the agent who is assigned to the ticket when SLA is breached. 

But in the "THEN" part of the rule, I couldn't find a way to @mention or send email to the ticket's agent:

To send an email only has the following options:

http://prntscr.com/mhc6b2

 

Is there an option to create a rule that will send email to the agent who is in charge of the ticket?

Thanks

 

Jack Brickey

You can choose to either specify one or more agents by name using “alert user” or you can add a comment which would result in a notification going to the Assignee. You can also consider the Automation for Jira addon which has more automation flexibility.