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Sending Escalation emails based on SLA to Organization chart

Hello Team,

We've a business requirement to send email reminders/ SLA's to Organization chart.

For example, if a JIRA issue is created on Jan 1, 2020 at 13:00, then if the issue is still in the "In Progress" state after this time, the email should be sent out per below:

 

  1. SLA 1 (24 – 48 Hours) : Whenever issue doesn't meet SLA (assuming , Jira should be able to send email notification to assignee
  2. SLA 2 (2 Weeks): As a escalation , second email should go to assignee and his/her boss (Please note boss are not part of jira saying that, they don't have access to jira not part of the jira project so, code should be written such that it should fetch his/ her manager from organization chart)
  3. SLA 3 (1 Month): Third escalation to Assignee , his/her boss , and bosses boss..etc ( same like point #2)

 

Regards,

Mouzam

1 answer

We support this kind of scenario by using Notification Assistant for Jira to notify recipients pulled from an Elements Connect field for the boss / bosses boss / whatever which gets pulled from LDAP. 

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