This question is in reference to Atlassian Documentation: Setting up SLAs
There doesn't seem to be a way to define SLA times for each priority level and therefore, create workflows to ensure issues are resolved. A few questions:
For example, I'd like to define SLAs for each priority level. As an example:
P1 = 1 hour
P2 = 2 hours
P3 = 24 hours
P4 = 72 hours
When an issue (bug or task) breaches an SLA, I'd like a reminder email sent to the assignee. If the issue remains in breach after X hours, an email notification is sent to the assignee, project lead, and external email address (e.g. email@example.com).
If the assignee changes the status (e.g. from "Needs Triage" to "In Progress"), the SLA timer resets each time the status changes. If the SLA is breached at any status, the same reminder email(s) are sent until the issue is resolved (status = done).
Almost everything that you mentioned is covered in Time to SLA Plugin.
You can define as many SLAs as you want according to priority or even you can use JQL for SLA definitions.
There is SLA notifier which notifies users (assignee, reporter, or you can set emails) when the SLA arrives time that you set (e.g. 2h before SLA Target date). You can also use your email template.
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