SLA breached - Time to resolution

[Rajan Dangol]

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.

[Vitaly_Berezovsky_SaaSJet]

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.

[Sam Bartolome]

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]

Hi Sam,

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

-Rajan

[Rajan Dangol]

time to target has been automatically set as 24hr.