Automatic escalation "Notification" based on SLA remaining time


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

2 answers

This widget could not be displayed.

Hi Eslam,

You could take a look at the script runner and it's 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.

Best regards,


This widget could not be displayed.

Did you find the answer? If yes, can you please share?

Suggest an answer

Log in or Sign up to answer
Atlassian Summit 2018

Meet the community IRL

Atlassian Summit is an excellent opportunity for in-person support, training, and networking.

Learn more
Community showcase
Posted Wednesday in New to Jira

Are you planning to trial, or are currently trialling Jira Software? - We want to talk to you!

Hello! I'm Rayen, a product manager at Atlassian. My team and I are working hard to improve the trial experience for Jira Software Cloud. We are interested in   talking to 20 people planning t...

135 views 2 0
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you