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What addons is mostly Suitable to configure SLA's and send mails in jira-servicedesk-cloud.

We are configuring the SLA's in jira-servicedesk-cloud where we need to send emails to project roles and admins, If an SLA is breached and breached by 1hour to more than 24 hours. Suggest any addons or OOTB ways to send emails to project roles like (Service desk agents, Project admins etc) when an SLA is breached . Any suggestions on this will be highly appreciated.

2 comments

Ignacio's approach is the ideal approach.

Another option is to setup a distribution list email and then configure via Automation to be sent to that email based on the conditions. 

 

Update - I would recommend using Scriptrunner as it has the SLA notifications built in as a post function. 

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