SLA updates using automation

[Clare Lawson]

Hello! 

I have a Service Project that I need to get some automation around.  Basically I want a report or a filter to run each day that shows when a ticket is out of SLA.

In this case, the SLA is that our team has to touch a ticket within one business day.  If not, we would like an alert to trigger. 

Can someone help me understand the best way to do this? 

In addition, we would like an automation that tells us if a ticket has not been updated in 48 hours.  

Thank you so much for all the help you all give!!

[Mario GELES]

Hi @Clare Lawson 

For your automation that tell you if a ticket has not been updated in 48 hours, here what you can do : 

When : Planification every 1 day at (set the time you want to receive the email) + JQL search with a JQL query like that Assignee != EMPTY AND Updated <= -2d AND Resolution = Unresolved

Then : Send an email

For the content of the email you can use the same smartvalues that @lisa_simpkins gave you

[lisa_simpkins]

@Clare Lawson 

I have automation setup to notify the assignee when the Time-to-Resolve SLA will breach within 1 day if not addressed.  I've included the contents below, which you can modify to fit your needs, of course.  Hopefully, this will help get you started.

When:  SLA = Time to Resolve

Trigger when SLA has:  will breach in the next 1 Day

Then:  Send email

Subject:  TTR SLA for {{issue.organizations.name}} {{issue.key}} Will Breach in 1 Day

Email Content:

Assignee: {{assignee.displayName}}
Link: [your.instance]/browse/{{issue.key}}
Summary: {{issue.summary}}
Reporter: {{reporter.displayName}}
Status: {{issue.status.name}}

Please:
1. review the ticket to see exactly when the SLA will breach if no action is taken;
2. confirm the ticket is in the correct status (which can impact SLA clock); and/or
3. add an update to the customer or an internal comment, depending on the circumstances.

Internal wiki:  [link to our internal knowledge base article]

[Carlos Faddul]

Hi @Clare Lawson , why you don't use a Filter Subscription in Jira ?

Maybe this will serve you better than triggering an automation daily

[Derek F.]

I think this is the right answer. Something like

resolution = Unresolved AND "Time to first response" = running() AND "Time to first response" = breached()