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.
Badges are a great way to show off community activity, whether you’re a newbie or a Champion.Learn more
Hi Atlassian Community! My name is Shana, and I’m on the Jira Software team. One of the many reasons this Community exists is to connect you to others on similar product journeys or with comparabl...
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!
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