You want email notifications when SLAs breach:


There is currently no functionality for this in Service Desk. However, you can use JIRA subscriptions to augment Service Desk's SLAs to get this functionality:

  1. Configure your SLA, I used "Time to Resolution"
  2. Configure a JQL filter in JIRA per SLA you need notifications for. An example is: 

    "Time to Resolution" <= remaining("0m") and "Time to Resolution" > remaining("-60m")

    (info) 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.

  3. Save this filter

  4. Then configure a filter subscription, set the frequency to be the same as that which you used in your JQL filter (60m above)


There is a feature request for this functionality to be native to Service Desk at:  JSD-87 - Getting issue details... STATUS

You will need to do this process once per SLA.