Is there a way to alert Assignee when SLA is due soon?

[Rashmi Belur]

Hello,

Is there a way to alert Assignee when SLA is due soon?

I am using service desk 3.4.0

[Kian Stack Mumo Systems · Accepted solution]

Hey Rashmi, 

You cannot do that with the automation functionality that comes with JIRA service desk. 

This answer has some more discussions around potential work arounds. 

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Automation-SLA-Rule-to-Notify-Assignee/qaq-p/98507

[Alexey Matveev]

I think you can do it with the Service Desk Automation. There is an event called SLA time remaining. You can make an automation rule which will send a email when the event fires. You can find more info here:

https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html

[Kian Stack Mumo Systems]

You are absolutely correct that there is the ability to "Alert" a user using automation rules when the SLA is going to be breached soon. I don't disagree. The issue is that you cannot alert a dynamic user such as the "assignee" or "reporter" of an issue. To perform something like this would require the use of a plugin. 

[Alexey Matveev]

Agreed. You can do it another way. Create a filter with the following JQL

"SLA field" < remaining("2m") and assignee = currentUser()

Then subscribe users for the filter. They will receive notifications with such issues.

[Susan Hauth _Jira Queen_]

@Alexey Matveev,

That is one solution, but then you have to fire that filter off on a very regular basis (Like every 2 minutes).  This is heavy on the system and emails.  I know having implemented.

[Alexey Matveev]

I just passed 2 minutes. You can pass any time you want. Any action in Jira affects performance. To know for sure we need to do performance testing on automation and this solution. I did not do that. Moreover in Automation you can choose only 30min and 60min. I guess it means that there is also a load on the system. But we need to do performance testing to be sure.

[Susan Hauth _Jira Queen_]

Hi,

Another option, if you have JIRA workflows plugin, is that it has a post function "send email".  We use that quite a bit.  Create a transition that all it does is that post function "send email".  Then use automation when breaching to invoke that transition which just sends email.  The Send email is very configurable.

We are currently using that to remind our approvers when it breaches time to approve.

Hope that helps...

Susan

[Kian Stack Mumo Systems]

You could even create a custom event to send on a particular transition and notify assignee on that event. So many options!

[Susan Hauth _Jira Queen_]

Yup....that's true!!  Simpler than the custom email and out of the box.

[Kian Stack Mumo Systems]

I will actually get excited thinking about all the different ways one could configure JIRA to accomplish the same task. It's just so interesting!

[Susan Hauth _Jira Queen_]

I get frustrated, because I'm employing so many weird and wacky workarounds to accomplish emails,notifications, resets on SLAs, etc.

I have some challenging service desks I'm supporting/implementing

[Alexey Matveev]

Same here. We even decided not to use queues. We use boards.

[James M]

We only see 3 event types after choosing an SLA.  1) Event at 1 hour mark before SLA expires 2) 30 minutes before SLA Expires and 3) SLA Breached.  

How come we can't set the automation to WHEN look for SLA; IF component of ticket equals "TARGETED TICKET" AND  "SLA field" < remaining("2m") and assignee = currentUser(); THEN Some alert or email.  

I see a ticket for the development opened for the request since 2015.  Any chance to possibly revisit this: 

https://jira.atlassian.com/browse/JSDSERVER-2003

[Yiraphic __ Peeters]

You might want to take a look at SLA Notifications for Servicedesk.

This extension enables you to specify different SLA's on global and project level and set timers for when users should get notifications in their Jira environments about SLA's that are breached or are about to be breached.