I created an automated rule to alert users when the 'Time to Response' SLA is breached. The rule is working fine but the email message says "This issue needs your attention". I am looking to customize the email message to specifically say that "Time to Response SLA has been exceeded the target".
Is there a way to achieve this?
Thanks for your respond, Mohammad.
I am trying to create automated rule for "Keep on top of SLA" so that anytime the "Time to response" and/or the "Time to Resolve" are breached, an email notification is sent to certain folks. So I configured the "WHEN", "IF" conditions correctly and when I try to configure the "THEN" condition by selecting "Send email" from the dropdown, there are only two (2) selections: "Reporter (customer)" and "Customer involved".
I don't want either of those two selections. Is there a way to modify the selection so it will accept email addresses of certain users?
Are you using "Automation rules"? Not sure if you have this in the "free plan". It is a built-in plugin bought by Atlassian. Here is the documentation : https://confluence.atlassian.com/confeval/jira-service-management-evaluator-resources/jira-service-management-automation. And here are some screenshots : https://www.atlassian.com/software/jira/features/automation.
Yes, I am using "Automation rules" and have a licensed version of "server" Jira Service Desk.
The available automation rules specific to "send email" allows for sending email to "Reporter" and/or "Customer" only. I need to be able to type in the email addresses of other roles in Jira.
Hi @Nile Gator ,
As an alternative you can use Time to SLA.
Time to SLA has a highly customizable notifier feature, which allows users to send customizable emails and Slack messages to interested parties (assignee, reporter, specific users, groups, voters, watchers, project roles, groups, a Slack channel and so much more).
TTS offers you a flexible way of creating dynamic e-mail content so you can add different parameters to your messages.
Also, there is a great flexibility for the timing of the messages. You can send the notifications before /after and at the time of the SLA breach and also when a certain percentage of the SLA Goal has passed.
Besides these, there are unique features that TTS offers such as the ability to Reset an SLA, ability to show SLA panel in customer portal, SLA gadgets and so much more.
Please let me know if you have further questions.
Please note that I'm a member of of the Snapbytes team.
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