SLA Jira automation

[Sowmiya]

PLEASE NOTE WE ARE USING DATA CENTER

The team aims to send a reminder to the ticket reporter when the ticket status is “Waiting for response.” There are two reminders that need to be sent, and in the third reminder—when the SLA is breached—the ticket should be closed with a comment.

The first reminder should be sent one day after the support team makes a comment. If the comment is made today, the first reminder will be sent at the same time tomorrow. The second reminder will follow the next day, and on the day after that, the ticket should be closed with a comment.

SLA goal is 27h and the calendar is UTC 8-5 (Which is 9h per day)

I have included the the issue types in the automation. But for some reason, this is not working. It is directly sending the second reminder that too in couple of hours after support team makes the comment. Can someone help me to find the problem?

Thank you

[Maelle Cartron - Elements]

Hi @Sowmiya !

Welcome to Community!

It sounds like there might be a misconfiguration in your automation rules or SLA settings. Did you verify SLA configuration? Ensure the SLA timer is correctly configured for you calendar? The timer should pause outside working hours, which could explain why reminders are not triggering as expected.

If everything is ok, review your automation rule to ensure it's set up properly. Make sure the trigger is based on the issue transitioning to “Waiting for response” or when the support team adds a comment.

Hope this help!

Maëlle