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 * JSM Jira Automation: How to Send SLA Breached Notifications


JSM JIRA AUTOMATION: HOW TO SEND SLA BREACHED NOTIFICATIONS

Dec 22, 2021

Hi Everyone,

In this tutorial, we will show you how you can monitor an SLA, and send
notifications before or after the SLA has been breached.

 


SLA THRESHOLD TRIGGER

The SLA threshodl trigger allows you to respond to an SLA that is about to
breach, or is already breached, by a threshold determined by you. This allows
you to give timely feedback to your customers, alert agents and automatically
prioritise requests accordingly.



 


RULE 1: SLA IS ABOUT TO BREACH NOTIFICATION

In the first rule, we send an email notification X minutes before the ticket is
about to breach its SLA.

SLA Threshold Trigger:

 * SLA: Select the SLA you want to monitor
 * Trigger when SLA has: "will breach in the X minutes"

 

Send Email Action Template:

Subject:

{{issue.key}} is about to breach its "Time To First Response" SLA in 5 minutes

Content:

Hi Service Agents,

{{issue.key}} will breach its "Time To First Response" SLA in 5 minutes. You should action or reassign it as soon as possible.

Summary:
- Key: {{issue.key}}
- Summary: {{issue.summary}}
- Link: <a href="{{issue.url}}">{{issue.url}}</a>

Cheers,

Your friendly automation bot


RULE 2: SLA BREACHED NOTIFICATION

In the second rule, we send an email notification when the ticket has breached
it's SLA.

SLA Threshold Trigger:

 * SLA: Select the SLA you want to monitor
 * Trigger when SLA has: "breached"

 

Send Email Action Template:

Subject:

{{issue.key}} - has breached its "Time To First Response" SLA

Content:

Hi Service Agents,

{{issue.key}} has breached its "Time To First Response" SLA. You must action or reassign it as soon as possible.

Summary:
- Key: {{issue.key}}
- Summary: {{issue.summary}}
- Link: <a href="{{issue.url}}">{{issue.url}}</a>

Cheers,

Your friendly automation bot

 


RULE 3: SLA BREACHED REMINDER NOTIFICATION

Finally, if the SLA continues to be breached, we send a reminder email
notification that the SLA has been breach by more than X minutes.

SLA Threshold Trigger:

 * SLA: Select the SLA you want to monitor
 * Trigger when SLA has: "breach by more than  X minutes"

 

Send Email Action Template:

Subject:

Reminder: {{issue.key}} has breached its "Time To First Response" SLA

Content:

Hi Service Agents,

This a friendly reminder that {{issue.key}} has breached its "Time To First Response" SLA. You must action or reassign it as soon as possible.

Summary:
- Key: {{issue.key}}
- Summary: {{issue.summary}}
- Link: <a href="{{issue.url}}">{{issue.url}}</a>

Cheers,

Your friendly automation bot

 

Click Here to view the video tutorial.

Thanks,

Eli Solutions

Comment
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7 COMMENTS

Deleted user Dec 23, 2021

@Eli Solutions Team -Eli Solutions- excellent work, that's how I like articles,
clear, fluid, useful. It's a pity that Atlassian still has to rely on the tens
of thousands of posts on the community to offer some kind of support on
automation for jira. It would be very useful, I think, to create a "product
space" for the excellent automation for jira that so many of us use with
enormous satisfaction.



Like • 2 people like this 2 people like this
Eli Solutions Team -Eli Solutions-
Marketplace Partner

Marketplace Partners provide apps and integrations available on the Atlassian
Marketplace that extend the power of Atlassian products.
Dec 24, 2021

Thanks @[deleted] for the feedback. 

Our next tutorial will be on synchronizing a JSM project and JS projects via
automations, so that you can reduce the number of agent licenses required.



Like • 3 people like this 3 people like this
Ash Jan 06, 2022

Ufff, De verdad que gran y útil articulo. Uno de los mejores que he leído,
muchísimas gracias, me sirvio un monton!



Like • 2 people like this 2 people like this
Juldor Jessel Carreño Salcedo Jan 12, 2022

Justo esto estaba buscando por la configuración del JMS responder a un SLA que
está a punto de incumplirse, o ya se ha incumplido. 

Muchas gracias por tan valioso articulo. 



Like • 2 people like this 2 people like this
Shaun Pinney
Atlassian Team

Atlassian Team members are employees working across the company in a wide
variety of roles.
Jan 15, 2022

hi @[deleted] We have an automation template library
here https://www.atlassian.com/software/jira/automation-template-library/jira-service-management,
I'd like to know what else you would like to see in terms of automation
templates or tutorials? let me know in the comments or email me directly at
spinney@atlassian.com, and thank you for being a customer 



Like • Eli Solutions Team -Eli Solutions- likes this
Huw Evans Jul 22, 2022

It would be nice if Atlassian could be bothered to fix
this https://jira.atlassian.com/browse/JSDCLOUD-10146



Like
Mark Shell Oct 28, 2022

I tried this but it's not working.  I see there is a bug against this.  Has
anyone actually made this work?



Like • James Dirks likes this


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Eli Solutions Team -Eli Solutions-

Marketplace Partner

Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian
Marketplace that extend the power of Atlassian products.
Explore the Marketplace

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TAGS

 * automation
 * jira-service-desk-cloud
 * jira-service-management
 * jira-service-management-cloud
 * sla

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MANAGE PREFERENCES

When you visit any website, it may store or retrieve information on your
browser, mostly in the form of cookies. This information might be about you,
your preferences or your device and is mostly used to make the site work as you
expect it to. The information does not usually directly identify you, but it can
give you a more personalized web experience. Because we respect your right to
privacy, you can choose not to allow some types of cookies. Click on the
different category headings to find out more and change our default settings.
However, blocking some types of cookies may impact your experience of the site
and the services we are able to offer.
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STRICTLY NECESSARY COOKIES

Always Active

These cookies are necessary for the website to function and cannot be switched
off in our systems. They are usually only set in response to actions made by you
which amount to a request for services, such as setting your privacy
preferences, logging in or filling in forms. You can set your browser to block
or alert you about these cookies, but some parts of the site will not then work.
These cookies do not store any personally identifiable information.

TARGETING COOKIES

Targeting Cookies

These cookies may be set through our site by our advertising partners. They may
be used by those companies to build a profile of your interests and show you
relevant adverts on other sites. They are based on uniquely identifying your
browser and internet device. If you do not allow these cookies, you will
experience less targeted advertising.

FUNCTIONAL COOKIES

Functional Cookies

These cookies enable the website to provide enhanced functionality and
personalisation. They may be set by us or by third party providers whose
services we have added to our pages. If you do not allow these cookies then some
or all of these services may not function properly.

PERFORMANCE COOKIES

Performance Cookies

These cookies allow us to count visits and traffic sources so we can measure and
improve the performance of our site. They help us to know which pages are the
most and least popular and see how visitors move around the site. If you do not
allow these cookies we will not know when you have visited our site, and will
not be able to monitor its performance.

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