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

How to configure SLA Beach Alert & send email to notify the breach



We needs to configure the alerts so that it will inform particular group via email that SLA is about to breach.


Susan_Hauth__Jira_Queen_ Fancyface McSparklypants Dec 22, 2017

Hi Sandeep,

SLA Automation supports "Alert User".  Which will send an email to the users configured. The email says "The request requires your attention".  At this time, only individual users can be added (not groups).

Alternatively you can get fancy and set up a workflow transition (to the same status) that has a post workflow function to send an email. This can be done with add-on  Jira workflow tools. 

I have employed both in our service desks.


Hi Susan,


Could you please provide me how you have configured using both he options.

My requirement is to send warning email before incident breach the SLA.

may be 30 min or 60 min remaining to breach.


Also can we customize email message to provide more details.

Susan_Hauth__Jira_Queen_ Fancyface McSparklypants Jan 03, 2018

Hi sandeep,

Option 1 - Send Alert, there is no ability to customize that message at this time.

Option 2 - If you use a workflow transition with a post-function - Send Email then yes you can customize the email, recepients etc.


Please give me example for this option on how to configure. It will be great help


 If you use a workflow transition with a post-function - Send Email then yes you can customize the email, recepients etc.

Jack Fancyface McSparklypants Jan 15, 2018

@sandeep kute,

I believe this is what you need to do based upon Susan' intent/input. @Susan_Hauth__Jira_Queen_ please correct me here.

  1. you need to add a transition back to the status(es) where the issue currently is when it is about to be breached. So let's say that status is "Waiting Support". Then you should add a transition in the workflow from Waiting Support back to Waiting Support. Let's call the transition "Breach Alert".
  2. now here is where I'm confused because sending an email via post function is not an option for Cloud but maybe it is available via Server? Assuming it is then in the transition above add the email post function to issue the email to the group you have defined to receive it.
  3. Add an Automation rule "At risk SLA alert" with the "Then" step being to transition via the "Breach Alert".

Alternatively, simply use Automation to send the email to each Jira user OR use @mention OR create an internal DL and allocate it a JIRA user account and you can send an email to that DL user.

Susan_Hauth__Jira_Queen_ Fancyface McSparklypants Jan 15, 2018


@Jack Brickey, The "Send Email" post workflow function is via the add-on Jira Workflow Toolbox.  This is ONLY for Server.  

So if Cloud, I do not know of any solutions.


Jack Fancyface McSparklypants Jan 15, 2018

yep! now that un-confuses me. :-)


Log in or Sign up to comment
Community showcase
Published in Jira Service Desk

ANNOUNCING: Early access ITSM features in Jira Service Desk

Meet the new and improved IT service management template for Jira Service Desk! Here are a few of the powerful features ready and waiting for you: Better focus on ITSM - clear ticket categories...

171 views 3 6
Read article

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