SLA possible actions

[Mohamed Saad Taha]

Dears,

what is the possibel actions than can we take if SLA breached

BR,

[Serhii Kibitkin_SAASJet_]

Hi @Mohamed Saad Taha 

Let me recommend the SLA Time and Report for Jira add-on that our company has created.

 You can control when SLA will be breached with help of some tricks. 

Specify multiple milestones.

For example, your main SLA is 10 hours.

 

2 hours before the end (after 8 hours) - you can send notification #1.

1 hour before the end (after 9 hours) - you can send another notification #2.

And the final warning (Exceeded) after 10 hours.

 You can set your own action for each event or send a notification to comment or to the Slack channel, where your managers can be.

Let me know if you have any questions.

[Alex Koxaras _Relational_]

Hi @Mohamed Saad Taha 

You can use every action that comes with Jira automation and/or with an app like Scriptrunner and JMWE (create a new issue, transition the current one, notify reporter or assignee, comment on issue etc).

What is it that you are looking for? What are you trying to achieve?

[Mohamed Saad Taha]

yes, send email to managers as well?

but manager is not part to the issue ?

is this possible  

[Alex Koxaras _Relational_]

@Mohamed Saad Taha you can send an email only if you have a 3rd party app.

However, if that manager is either an approver or request participant he/she will most likely receive notifications about an issue update (as long as you have retain the out-of-the-box customers notifications).

[Mohamed Saad Taha]

Manager is not approver and I want to notify them only in case any issues opened in their team is breaded 

[Alex Koxaras _Relational_]

Create an automation rule where you will add this manager as request participant. He/she will receive a notification about adding them to that issue. Or you can send them directly an email. Read more here: https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Send-email

[Serhii Kibitkin_SAASJet_]

Hi colleagues, @Alex Koxaras _Relational_ , @Mohamed Saad Taha 

@Alex Koxaras _Relational_  you are right about automation.

But in this case, don't forget about Standard Limitations for automation,

topic 2 link

I tried to do something like this (screenshot)