Good morning, I'm configuring the tool and ran into a difficulty, I am trying to create a notification rule for when the tickt is missing 20 minutes to blow the SLA admin receive an email warning of possible breach of the SLA and possible to do is notice?
You can use the built-in JQL functions from JIRA Service Desk and create filter subscriptions to get notified.
For example, create a filter like:
"Time to resolution"
And then subscribe to that filter every 30 minutes.
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