Send mail when SLA breach

[David Holguin Gimenez]

Greetings,

I´m trying to send a mail to agents when SLA is breach but I don´t get it.

I also try to add a comment to the issue to notify by mail but this doesn´t work.

Can anyone help me?

Regards.

[Gökçe Gürsel {Appfire} · Accepted solution]

Hi @David Holguin Gimenez ,

As an alternative you can try Time to SLA.

Time to SLA works with all Jira projects and it has an option to send a notification(or trigger an event) when the SLA is breached.

All you need to do is to define your SLAs and notifications and select "is Breached" as the trigger.

With Time to SLA, you can enjoy one of a kind features like SLA Reset, gadgets, reporting and TTS custom fields.

Please let me know fi you have further questions.

Cheers,

Gökçe

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

[David Holguin Gimenez]

Thanks by your reply.

I will try this option.

Regards.

[Fabian Lim]

Hi @David Holguin Gimenez

You can also use jira automation to send the email notification.  Check this post: https://community.atlassian.com/t5/Jira-Service-Management-articles/JSM-Jira-Automation-How-to-Send-SLA-Breached-Notifications/ba-p/1894625

Regards

[Juan Manuel Ibarra]

In order to do this, you can use Jira's automations.

Project Settings - Automation

One of the events that triggers actions is SLA time remaining

Once the SLA is reached you can notify the user or more generally send an email

More information about automation for jira server

[David Holguin Gimenez]

Greetings,

I had try this option but I didn´t recieve a mail.

I will try some plugins to try to solve this issue.

Regards

[Marc Isikoff]

But what about smart values of SLAs when you want to immediately reply to the requestor that you received their ticket?

I keep seeing smart values of time left from time tracking, but not SLAs