It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Notifications for SLA´s

Does Jira Service Desk have scalin of notifications for cases outside of SLA's?

2 answers

0 votes

Hi Antonio,
Can you elaborate?  You can add automation when SLAs are about to breach or are breached, and they can send emails to your customers or send alerts to users.  Is that what you mean?


Hi Susan.

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.

Hi Antonio,

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.

Not perfect.


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.

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted in Jira Service Desk

Tell us how you've implemented Change Management

Hello Community 👋, I'm a product manager at Atlassian, looking at improving change management capabilities across our products. In particular, we're looking at bridging the gap between Dev & ...

1,746 views 10 17
Join discussion

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you