Automatic escalation "Notification" based on SLA remaining time

Hi,

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

Hi Eslam,

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.

Best regards,

Peter

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

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Monday in Jira Software

How large do you think Jira Software can grow?

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...

597 views 6 12
Read article

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