Is there a way to trigger the workflow from the SLA goal in Jira Service Desk

Hi 

 

I am inquiring if there is a way to trigger a workflow change from the  JIRA Service Desk when the Goal time of an SLA is reached.

Basically a way to escalate an issue 

 

Regards

 

Showkat

1 answer

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Judd Garratt Atlassian Team Sep 11, 2014

Hi Showkat,

It's not currently possible to initiate a workflow transition based on an SLA, but I'm interested in your use case:

  • Would this be the only way you escalate issues?
  • Are there other actions you would like to run based on SLAs?
  • Are there other triggers you would like to use to start a workflow transition?

 

Judd

Designer, JIRA Service Desk

Would also be interested in this. The ability to trigger a transition and associated post actions based on sla would be great. We have our monitoring system generating tickets. We also have our paging system integrated through a web hook post action. Would be great to be able to trigger an escalation page if the sla is breached.

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