Email and SLA Configuration on Service Desk Project

[Drishti Maharaj]

Hi, 

I have a service desk project on JIRA server and for example, a ticket will be logged today and go to the status "In Progress".

I am trying to configure the SLA so that the ticket will remain in status "In Progress" and count for 5 weeks then you should receive and email that 5 weeks has passed and then transition to the next status "First Escalation"

After that the ticket stays in that status for 3 weeks, then gets an email that 8 weeks have passed (8 weeks from when ticket was logged) and then transtion to next status "Second Escalation"...this will happen until a total of 12 weeks has been reached from when the ticket is logged.

My question is, do I build that as SLA's on the project where it starts counting on the status and how many hours and build in an automation to send emails just before the SLA is breached OR is it possible to send automatic emails somehow itself from JIRA where it calculates the time for you based on the creation date?

Thank you.