Hi @James Foley,
This is not available out of the box. Through the Atlassian Marketplace, you might find apps that help you enable this, like Intenso's Extension for Jira Service Desk (only available for Server).
If you are really confident about your service levels or want to inform your users, you can use an Automation rule in your service desk to inform the customer about expected SLA times. To be perfectly honest, you would probably direct the alert/notification about an expiring SLA towards a Service Desk agent.
Thanks for your assistance.
I'm looking for a way to discourage customers chasing their request after an hour or two, when the contracted SLA is 14 days!
I could create a rule to send an email after it has been assessed to advise them of the SLA (or when re-prioritised), but people do tend to ignore automated emails.
If you spend enough time as a Jira admin - whether you are managing a single, mid-sized instance, a large enterprise one or juggling multiple instances at once - you will eventually find yourself in ...
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