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How to customize email/notification for SLA breach automation

I am setting up automation (JIRA service desk feature) on sending a notification to project leads when any issue is about to breach SLAs. I want to customize the comment it puts in the ticket, currently the text of the message is: "LeadName, this ticket needs your attention.". The message is ambiguous, jira SD sends the same notification/message for urgent issue automation. I want to add SLA breach automation for tickets in a different state and want the message to be clear and state which ticket status it is for.



1 answer

Hi Pallavi,

Unfortunately JSD Server out of the box doesn't support customization of email or alert internally. 

We use Automation for Jira by codebarrel for SLA breaches.  We can send to email, slack and customize it.  We can do any SLA breach (not just 30, 60 mins). 

Hope that helps


Hi Susan,

Thank you for the heads up, I want to achieve the same can you please suggest me how we can do that or is there documentation of it? 



I would suggest looking at automation for jira documentation:

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