You cannot do that with the automation functionality that comes with JIRA service desk.
This answer has some more discussions around potential work arounds.
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:
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.
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.
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...
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.
The Jira Service Desk marketing team is working on a guide to help new Atlassian customers switch from email to JSD and we'd love to hear from you! Please share: - What made you realize that i...
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