Notifications for SLA´s

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

2 answers

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Susan Hauth Community Champion Dec 20, 2017

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?

Susan

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.

Susan Hauth Community Champion Dec 20, 2017

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.

Susan

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.

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