How can we configure email notifications in advance of SLA breaches?

[Leandro Baca]

As a basic requirement of SLA tracking, we need to send out notifications when an SLA is soon to be breached. Where do I configure this?

Thanks in advance!

[francis · Accepted solution]

Check out following document

https://confluence.atlassian.com/display/SDKB/How+to+configure+notifications+for+breached+SLAs

We have a filter with following jql

"Time to first response" < 2h OR "Time waiting for support" < 4h

and the support team is subscribed on that filter.
Check out
https://confluence.atlassian.com/display/JIRA/Receiving+Search+Results+via+Email

Hope this helps

[Leandro Baca]

Thanks, I also found the breached() and remaining() functions to be of use. For example:

"Time to acknowledgement" != breached() AND "Time to acknowledgement" < remaining(30m)