Service Desk - Add new event to Service desk automation?

Hello together,

i want to create a notification when e.g. half of the SLA time is over.
For that i thought to create an automation rule.

In here i have the following conditions:
image2016-11-22 12:38:40.png

Is it possible to add my own event to this list? (For example "Half of SLA time exceeded"?)

Hope you guys got some thoughts =)




1 answer

1 accepted

1 vote
Accepted answer
Jack Brickey Community Champion Nov 22, 2016

Automation only has the canned events unfortunately. I sure wish they would allow you to select the time component. If the canned events (like you show) are not suitable to your needs how about creating a filter and setting subscriptions to them? For example, lets say you want to notify your agents at the 50% remaining time and your SLA is say 4 hours, then the following filter would accomplish that.

project = xyz AND resolution = Unresolved AND "Time to Resolution" > remaining(-120m)

Then you can set the subscription to run say every hour. The nice thing about subscriptions vs. automation is that the automation only notifies once associated w/ the event where as the subscription will continue to remind of all issues that fit the filter until they are resolved in the above case.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Jan 08, 2019 in Jira

How to Jira for designers

I’m a designer on the Jira team. For a long time, I’ve fielded questions from other designers about how they should be using Jira Software with their design team. I’ve also heard feedback from other ...

1,285 views 5 10
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