Automation SLA Treshold Breached

[JZD]

Hi Folks

I am trying to configure an automation to notify technicians in Service Desk about their tickets which will breach our SLA. I tried one automation with Atlassian AI. That one was running, but i was not able to filter out for only opened issues. So i ended up and spamed all colleauges with notifications.
Now i am trying with other configurations but whatever i am trying now (only for me as recipient and assigne) my test issues are not creating any notificiation

Someone an guide for this from 2025 (Atlassian Cloud)?

Template in JSM is not working as well

Thank you very much

[Alina Kurinna _SaaSJet_]

Hi @JZD

If you're looking for a way to track SLA breaches and trigger specific actions (like notifications, priority changes, or reassignments), and if you're open to using third-party apps, I recommend trying SLA Time and Report, an app developed by my team.

With it, you can:

✅ Set custom SLA goals — for example, different conditions based on issue type, priority, or other fields
✅ Precisely configure start, pause, and stop conditions
✅ Use automated actions such as sending notifications (via comments or Slack), changing priority, or reassigning the issue when the SLA is breached
✅ Track SLA performance in real time with visual indicators
✅ Generate reports and add SLA widgets to your Jira dashboard

This allows you to fully automate your breach response. The app is highly flexible and user-friendly, helping your entire team maintain clear visibility into SLA statuses.

Let me know if you need help getting started — happy to assist! 😊

Regards! 

[Akhand Pratap Singh]

Hello @JZD ,

Welcome to Atlassian Community!

Can you please share the screenshots of your Automation Rule?

Will try to narrow down the issue.
Are you using Send Email, for Notification or tagging users in comments?

[JZD]

Hi, so the last i was tryinig is this here, with different statuses, different account for minutes
So this rule is not triggering anything.

[JZD]

So this one here i tested in the beginnig was triggering but all issues. Open and resolved a long time ago. So tried to add the statuses as well for only open issues but the result was the same. The trigger just runned well but informed all technicians about all issues

[Akhand Pratap Singh]

You are stating, that rule is not even triggering, is it not triggering or it is not giving desired result or failing?

Can you also share Audit logs?

1. If it is not triggering, can you make sure there are tickets that are going to breach in next 208 minutes?

[JZD]

Yes, i had one ticket for testing it and was playing around with the minutes to breach

so i started with around 230 minutes and going down all few minutes and changing the options in the automation

[Akhand Pratap Singh]

As, I can see your Audit log, it did not match the first Condition you have added (Assignee equals to)

Is assignee equal in both the places, that is in your Automation condition and in the Test ticket?

Make sure, you are using correct Field in the conditions

Make sure your test ticket has same assignee as mentioned in Automation rule

[JZD]

All of the used conditions are or was in place.