Can I receive a notification when a ticket is close to breaching?

[Emma Nielson]

I am hoping to receive notifications in some way for when a ticket is close to breaching. I do receive notifications every time a ticket appears in our system, but I am looking for a way also receive notifications when the ticket is about half an hour away from breaching, then 15 minutes away from breaching. This was, I don't have to constantly be looking at that page. Does anyone know if this is possible?

[Meg Holbrook · Accepted solution]

Hi Emma!

As far as I'm aware, notifications through the standard installation are limited to 60/30 minutes from breach, and then breached. Smaller increments of time can be achieved by using a third-party app such as Automation for JIRA or Scriptrunner.

Since I'm not terribly familiar with scripting, using Automation for JIRA was quick and easy for me to learn.

If this is a path you'd like to explore, let me know and I can share some snippets of the automation I'm using.

[Meg Holbrook]

For achieving notifications at 30 minutes to breach, you would go into project settings > Automation and create a new one (should also be examples available in there).

[Emma Nielson]

Hey Meg, thank you so much! I'd be interested in exploring Automation, could you tell me more about it, like where to find it and what it can do to help?

Thank you!

[Meg Holbrook]

Great to hear Emma!

Automation for JIRA can be found in the marketplace

They have integrations for both server and cloud installations, and I don't find that cloud is lacking in features at all. Automation is aptly named because it does just that, automates tasks. I see it as a really great extension of stock Atlassian features.

Three specific business use cases for my integration:

1.  Triage automation

I have set up a number of custom fields for severity, impact, and product that once selected, kick off an automation to assign a priority, transition an issue into waiting for support, and add a public comment to the user with their expected 'wait time' This helps our team manage SLAs and response times effectively and with transparency to the customer.

2. Notifications for soon-to-breach issues

Notifications can be sent out in any minute increment, which is particularly useful for my team when we want notifications to be sent 10-15 minutes before an issue is breached. Our initial response is 30 minutes, so it wasn't useful to us to have a notification fire immediately when a ticket was created. Through Automation for JIRA, we can match SLA notifications to specific priorities, and send out via email, Stride, Slack, and even SMS/webhook. (Another really great trick has been the ability to notify users via chat when an issue is assigned to them).

3. Label/Components automation

Based on issue-level criteria, we can have specified labels or components added to requests. Since I utilize components and labels heavily to assess help desk trends each month, it has been hugely beneficial to have these applied automatically.

Hope this gives you some insight into this great tool!

[Emma Nielson]

Hey Meg,

Thank you so much! That was super helpful! I'll bring this up with my boss and see if he is interested in implementing this into our processes.

Thanks!