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SLA breached - Time to resolution

Rajan Dangol
Contributor
June 25, 2024

 

 

I have set up an alert using Jira automation to send an email a day before a ticket breaches its SLA. However, the automation is not triggering. The ticket is in the "In Progress" state and is 24 hours before the breach, but the email notification is not being sent.

I used the trigger "when SLA will breach in the next 1 days" in the automation field.

2 answers

0 votes
Vitaly_Berezovsky_SaaSJet
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
June 25, 2024

Hi @Rajan Dangol 

You can try our add-on SLA Time and Report for Jira.

If you need to configure the SLA so that it first sends an email up to 24 hours before the SLA breach, you can implement this using the SLA settings.

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0 votes
Sam Bartolome June 25, 2024

Hi @Rajan Dangol

Welcome to the Atlassian Community.

It would be beneficial if you could share some screenshots about the automation and the SLA configuration.

Which calendar is using the SLA, 9-5h, 24/7, ....?
It sounds like if the calendar used is a 9-5h and using the trigger when SLA will breach in the next 1 days, it means the email will be sent within the last 8h prior the SLA breaches.

 

Sam

Rajan Dangol
Contributor
June 25, 2024

Hi Sam,

 

Thanks for an update. For the highest priority SLA, it is using 24/7 calendar. 

 

-Rajan

Rajan Dangol
Contributor
June 25, 2024

time to target has been automatically set as 24hr. 

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