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.
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
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