Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
badges earned

Your Points Tracker
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

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

How to create a rule for SLA breached depending upon the issue priority?

I have created a automation that gives me alert before 30 min of SLA breached.

But I want to create automation rule for SLA breached before some time depending on issue priority. means for highest priority, notification(email) will sent to assignee before 1 hour of SLA breached. for medium priority, notification(email) will sent to assignee before 3 hour of SLA breached like that. i want to implement this in single automation rule.
Is it possible? and how?

2 answers


When you define the Goals of the SLA you can use JQL to assign a target. This means that you can use a JQL for each priority and based on that set them different targets


Create a SLA 

Create and edit SLA goals 

Hi juan!
Thanks for the reply.

I am able to set different goals using JQL, but i want the notification mail before each goal breached.
for example, my first goal is 4 hrs and another one is 8 hrs. i want notifications as; for 4hrs-before 1hr breach and for 8 hrs-before 3 hrs breach.

Hi @chinmay konkar ,

You can do this easily with Time to SLA.

Time to SLA has notifiers feature that can be used to send email and Slack messages to interested parties (like groups, project roles, specific users, assignee and reporter and to a Slack channel) before or after the SLA is breached.

For triggers you have two options: Fixed duration like 1 hour before the breach or you can also use SLA goal ratio for sending messages when a certain percentage of the SLA Goal is passed. 

You can also send the notifications only during working hours so that you won't spam your users!

You can change the message template, send recurring notifications, define global notification that will be active for all SLAs in your instance if you don't want the hassle of defining a separate notification for every sLA and so much more.

Time to SLA works with Jira Work Management (Core), Software and Service Management (Service Desk) projects.

Screen Shot 2021-03-31 at 10.34.32.pngScreen Shot 2021-03-31 at 10.34.51.png

Please let me know if you have further questions.



Please note that I'm a member of the Snapbytes team.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

Announcing Mindville Insight is now part of Jira Service Management!

Hello Community! We’re excited to announce that Mindville Insight’s asset and configuration management capabilities will now be integrated into Jira Service Management Premium and Enterprise plan...

754 views 12 15
Read article

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