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.
You might want to take a look at SLA Notifications for Servicedesk.
This extension enables you to specify different SLA's on global and project level and set timers for when users should get notifications in their Jira environments about SLA's that are breached or are about to be breached.
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