You cannot do that with the automation functionality that comes with JIRA service desk.
This answer has some more discussions around potential work arounds.
I think you can do it with the Service Desk Automation. There is an event called SLA time remaining. You can make an automation rule which will send a email when the event fires. You can find more info here:
You are absolutely correct that there is the ability to "Alert" a user using automation rules when the SLA is going to be breached soon. I don't disagree. The issue is that you cannot alert a dynamic user such as the "assignee" or "reporter" of an issue. To perform something like this would require the use of a plugin.
I just passed 2 minutes. You can pass any time you want. Any action in Jira affects performance. To know for sure we need to do performance testing on automation and this solution. I did not do that. Moreover in Automation you can choose only 30min and 60min. I guess it means that there is also a load on the system. But we need to do performance testing to be sure.
Another option, if you have JIRA workflows plugin, is that it has a post function "send email". We use that quite a bit. Create a transition that all it does is that post function "send email". Then use automation when breaching to invoke that transition which just sends email. The Send email is very configurable.
We are currently using that to remind our approvers when it breaches time to approve.
Hope that helps...
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.
We only see 3 event types after choosing an SLA. 1) Event at 1 hour mark before SLA expires 2) 30 minutes before SLA Expires and 3) SLA Breached.
How come we can't set the automation to WHEN look for SLA; IF component of ticket equals "TARGETED TICKET" AND "SLA field" < remaining("2m") and assignee = currentUser(); THEN Some alert or email.
I see a ticket for the development opened for the request since 2015. Any chance to possibly revisit this:
Hello Community! Quick disclaimer: We are running a contest on Community (The Atlympics!) from July 23rd - August 8th of 2021. If you are interested in participating in this contest (prizes! ...
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