Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Service Management SLA's on priorities

Hi guys!

How do you set SLA's and escalation emails on Priorities in Service Management on your portal request types?

 

Example - my Priority fields is Low, Medium, High and Critical and will be completed by my customer.

Critical needs to be resolved within an hour or it must be escalated to Mr B via email.

How do you set this us?

Thanks

2 answers

Project Automations can do that -- if you have the SLA already defined, the Project Automations have a trigger that can perform an action to email Mr B if the SLA isn't completed.

Also, if your SLAs already use Priority fields to determine the appropriate resolution times, this is simple.  If not, you can use if then logic in the Project Automation to handle it.

Like Amir Katz _Outseer_ likes this

Suggest an answer

Log in or Sign up to answer
TAGS

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you