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What addons is mostly Suitable to configure SLA's and send mails in jira-servicedesk-cloud.

Vani Mutyala
Vani Mutyala
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February 2, 2018

We are configuring the SLA's in jira-servicedesk-cloud where we need to send emails to project roles and admins, If an SLA is breached and breached by 1hour to more than 24 hours. Suggest any addons or OOTB ways to send emails to project roles like (Service desk agents, Project admins etc) when an SLA is breached . Any suggestions on this will be highly appreciated.

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Ignacio Pulgar
Ignacio Pulgar
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February 2, 2018

Create the appropriate JQL, then save it as a filter and subscribe users to it.

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Ankit Patel
Ankit Patel February 2, 2018

Ignacio's approach is the ideal approach.

Another option is to setup a distribution list email and then configure via Automation to be sent to that email based on the conditions. 

 

Update - I would recommend using Scriptrunner as it has the SLA notifications built in as a post function. 

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