What I need is to have different level of alerting based on time of the SLA breach. eg An alert to the resolution team 2 hrs. after the SLA breach, an alert to the management team 4 hrs before the SLA breach and an alert to the CEO 24 before de the SLA breach.
Thanks in advance.
Currently only 60 mins before, 30 mins before and breached are supported in both jql and SLA Automation. I have had situations like this and I end up setting up multiple SLAs to time those other situations. So your management one runs 24 hours ahead (or 24 hours less time) than that of the resolution team.
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