Notify agents of tickets nearing SLA breach

[Asvini Rabindra]

this is regarding Notify agents of tickets nearing SLA breach under automation. By default, only allowed to set time as 30 minutes or 1 hour. I need to change this time to 2 hours. is it possible? 

[Prince Nyeche · Accepted solution]

Hi @Asvini Rabindra 

You can use the Project Automation that comes native to Jira. It has an SLA Threshold Breach trigger you can configure in a rule, then create the action of notification to your agents.

Hopefully that helps to get you the needed notification.

[Fabian Lim]

Here is an example of how you can set this up: https://community.atlassian.com/t5/Jira-Service-Management-articles/JSM-Jira-Automation-How-to-Send-SLA-Breached-Notifications/ba-p/1894625

[Zoryana Bohutska _SaaSJet_]

Hi @Asvini Rabindra 

Automation is exactly what you need. But in case if will need to set SLA timer for issues Jira Software or Core, you can try additional tools, like SLA Time and Report. There is a notification function build-in.

Regards

[Faith Nyamande _Snapbytes_]

Hi @Asvini Rabindra,

Welcome to the community!

Time to SLA is a great tool for setting notifications. You can set your own time parameters to notify agents or teams before an SLA is breached, so setting a custom notification of 2 hours before a breach is more than possible.

Within Time to SLA, you can also set up custom notifications after an SLA has been breached to keep sending reminders to your team until the SLA has been resolved.

Alternatively, you can set up notifications based on SLA goal ratios. For example, you might want to send a notification when 90% of your preset SLA goal has passed. There's plenty of other notifier configurations that you can use, in order to automate the process and make Time to SLA work for you and your team.

I hope this helps.

Thanks,

Faith