How to configure notifications for breached SLAs in Jira Service Management
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
This guide instructs how to configure notifications in Jira Service Management to be sent when an SLA has been breached. This feature is now available in Jira Service Management 2.4 and higher. If you are using that version or higher, refer to Automating your service project. Otherwise, this article applies.
Solution
You can use the Jira application subscriptions to augment Service Management's SLAs to get this functionality:
Configure your SLA, in this example, we're using "Time to Resolution".
Configure a JQL filter in the Jira application per the SLA you need notifications for. An example is:
1"Time to Resolution" <= remaining("0m") and "Time to Resolution" > remaining("-60m")ℹ️ Set the time on the right side equal to the frequency after an SLA breach within which you want to be notified. The above JQL gives you issues which breached in the last hour.
As per Saving your search as a filter, save the filter and then subscribe to it.
Set the frequency to be the same as that which you used in your JQL filter (60m above)
Repeat this process for each SLA.
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