Change status when sla breached - Failing

Ankur Mahesh Shah November 10, 2021

Hi

Have set the time to first response to 15 mins. 

I do get an email if the time to first response if breached. 

I also want the Status to change from To do - Escalated. 

However that is not happening. 

Request for some1 to help resolve that issue. 

Regards

Ankur Shah

2 answers

1 vote
Alex Koxaras _Relational_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 10, 2021

 Hi @Ankur Mahesh Shah and welcome to the community!

Why don't you create an automation so that if this SLA is breached, then transition the issue from to To do to escalated? You have to make sure that this transition exists.

  • Go to project settings > Automation > Create Rule
  • And then add the trigger SLA breached and choose your SLA
  • And as action choose to transition the issue

transition escalated.png

Alex Koxaras _Relational_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 10, 2021

@Ankur Mahesh Shah please paste a screenshot of your audit log. Otherwise I will not be able to identify the cause of the failing rule.

0 votes
Ankur Mahesh Shah November 10, 2021

Hey Alex, 

Thank you for your revert. I had tried that earlier and after your revert also, however it didn't work. 

Regards

Ankur Shah

Suggest an answer

Log in or Sign up to answer
TAGS
AUG Leaders

Atlassian Community Events