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how to configure SLA using prority, urgency and impact?

Anandaraj M October 25, 2018

Hi,

1. Can you please help to configure SLA based on prority , urgency and impact? 

2. How to configure SLA notification send to service team and the users?

3. How to configure SLA time and mail alert? example 1st SLA - if the ticket is unassigned more 15 mins, 2nd SLA - if the ticket not attended with 2 hrs and 3rd SLA in 4hrs respectively.

 

Thanks

Anand.

 

1 answer

0 votes
Keri
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
October 30, 2018

Hi Anandaraj,

 

You can add an SLA for each time you wish to receive an alert, and then use automation rules to @mention or email a user.

The following knowledge base article details how to set the automation rules for SLA conditions specifically: https://confluence.atlassian.com/cloudkb/how-to-use-automation-rules-in-jira-service-desk-for-auto-transitioning-issues-after-a-certain-period-of-time-852464037.html which is similar to what you want to achieve.

I’d also check out our Service Desk documentation around SLAs and Automation rules

 

Hope this helps!


Cheers,

Keri

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