we are using JIRA and JIRA service Desk plugin on top.
my question is about the capability of sending notifications / re-assigning issues based on SLA remaining time.
for example if customer fired an issue and the assignee didn't reply the ticket for two hours a notification should be sent to his manager with the issue and may be assigned to him
You could take a look at the script runner and it's escalation service : https://jamieechlin.atlassian.net/wiki/display/GRV/Escalation+Service
Or you could try doing it using a jelly service that runs every minute and simply sends an email containing all issue from a certain filter (which you'll base on the SLA) to a certain person.
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