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class="aui-page-header-main" ><ol class="aui-nav aui-nav-breadcrumbs"><li><a id="project-name-val" href="/browse/JSDSERVER">Jira Service Management Data Center</a></li><li><a class="issue-link" data-issue-key="JSDSERVER-2003" href="/browse/JSDSERVER-2003" id="key-val" rel="439526">JSDSERVER-2003</a></li></ol><h2 id="summary-val">Ability to define custom durations for SLA triggered events for automation rules</h2></div><div class="aui-page-header-actions" ><div id="issue-header-pager"></div></div></div></div><div class="command-bar"><div class="ops-cont"><div class="ops-menus aui-toolbar2"><div class="aui-toolbar2-inner"><div class="aui-toolbar2-primary"><div id="opsbar-ops-login-lnk_container" class="aui-buttons pluggable-ops"><a id="ops-login-lnk" role="button"title="Log In"class="aui-button toolbar-trigger" href="/login.jsp?os_destination=%2Fbrowse%2FJSDSERVER-2003"><span class="trigger-label">Log In</span></a></div><div id="opsbar-opsbar-operations" class="aui-buttons 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class="trigger-label">XML</span></aui-item-link><aui-item-link href="/si/jira.issueviews:issue-word/JSDSERVER-2003/JSDSERVER-2003.doc" id="jira.issueviews:issue-word" ><span class="trigger-label">Word</span></aui-item-link><aui-item-link href="/si/jira.issueviews:issue-html/JSDSERVER-2003/JSDSERVER-2003.html" id="jira.issueviews:issue-html" ><span class="trigger-label">Printable</span></aui-item-link></aui-dropdown-menu></div></div></div></header><div class="issue-body-content"><div class="aui-group issue-body"><div class="aui-item issue-main-column"><div id=details-module class="module toggle-wrap "><div id="details-module_heading" class="mod-header"><h3 class="toggle-header" id="details-module-label"><button class="aui-button toggle-title" aria-label="Details" aria-controls="details-module" aria-expanded="true"><svg xmlns="http://www.w3.org/2000/svg" width="14" height="14"><g fill="none" fill-rule="evenodd"><path d="M3.29175 4.793c-.389.392-.389 1.027 0 1.419l2.939 2.965c.218.215.5.322.779.322s.556-.107.769-.322l2.93-2.955c.388-.392.388-1.027 0-1.419-.389-.392-1.018-.392-1.406 0l-2.298 2.317-2.307-2.327c-.194-.195-.449-.293-.703-.293-.255 0-.51.098-.703.293z" fill="#344563"/></g></svg><span class="aui-toggle-header-button-label">Details</span></button></h3><ul class="ops"></ul></div><div class="mod-content"> <ul id="issuedetails" class="property-list two-cols"> <li class="item"> <div class="wrap"> <strong class="name" title="Type"> <label for="issuetype">Type:</label> </strong> <span id="type-val" class="value"> <img alt="Icon: Suggestion" height="16" src="/secure/viewavatar?size=xsmall&avatarId=51505&avatarType=issuetype" title="Suggestion" width="16" aria-describedby="aui-tooltip" tabindex="0" /> Suggestion </span> </div> </li> <li class="item item-right"> <div class="wrap"> <strong class="name" title="Resolution">Resolution:</strong> <span id="resolution-val" class="value unresolved" > Unresolved </span> </div> </li> <li class="item item-right"> <div class="wrap"> <strong class="name" title="Fix Version/s"> <label for="fixVersions"> Fix Version/s: </label> </strong> <span id="fixfor-val" class="value"> None </span> </div> </li> <li class="item"> <div class="wrap"> <strong class="name" title="Component/s"> <label for="components">Component/s:</label> </strong> <span id="components-val" class="value"> <span class="shorten" id="components-field"> <a href="/issues/?jql=project+%3D+JSDSERVER+AND+component+%3D+Automation" title="Automation ">Automation</a> </span> </span> </div> </li> <li class="item full-width"> <div class="wrap" id="wrap-labels"> <strong class="name" title="Labels"> <label for="labels-textarea">Labels:</label> </strong> <div class="labels-wrap value"> <ul class="labels" id="labels-439526-value"> <li><a class="lozenge" href="/issues/?jql=labels+%3D+affects-cloud" title="affects-cloud"><span>affects-cloud</span></a></li> <li><a class="lozenge" href="/issues/?jql=labels+%3D+affects-server" title="affects-server"><span>affects-server</span></a></li> <li><a class="lozenge" href="/issues/?jql=labels+%3D+eexp-setup" title="eexp-setup"><span>eexp-setup</span></a></li> <li><a class="lozenge" href="/issues/?jql=labels+%3D+sdt" title="sdt"><span>sdt</span></a></li> </ul> </div> </div> </li> </ul> <div id="customfieldmodule"> <div class="aui-tabs horizontal-tabs" id="customfield-tabs"> <div id="customfield-panel-1" class=" active-pane"> <ul class="property-list"> <li id="rowForcustomfield_17230" class="item"> <div class="wrap"> <strong title="UIS" class="name"> <label for="customfield_17230">UIS:</label> </strong> <div id="customfield_17230-val" class="value type-float" data-fieldtype="float" data-fieldtypecompletekey="com.atlassian.jira.plugin.system.customfieldtypes:float"> 14 </div> </div> </li> <li id="rowForcustomfield_10610" class="item"> <div class="wrap"> <strong title="Support reference count" class="name"> <label for="customfield_10610">Support reference count:</label> </strong> <div id="customfield_10610-val" class="value type-float" data-fieldtype="float" data-fieldtypecompletekey="com.atlassian.jira.plugin.system.customfieldtypes:float"> 22 </div> </div> </li> <li id="rowForcustomfield_14930" class="item"> <div class="wrap"> <strong title="Feedback Policy" class="name"> <label for="customfield_14930">Feedback Policy:</label> </strong> <div id="customfield_14930-val" class="value type-viewmessage" data-fieldtype="viewmessage" data-fieldtypecompletekey="com.atlassian.jira.toolkit:viewmessage"> <div class="aui-message"> We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our <a href="https://confluence.atlassian.com/support/implementation-of-new-features-policy-201294576.html">Implementation of New Features Policy</a>. <span class="aui-icon icon-info"></span> </div> </div> </div> </li> </ul> </div> </div></div> </div></div><div id=descriptionmodule class="module toggle-wrap "><div id="descriptionmodule_heading" class="mod-header"><h3 class="toggle-header" id="descriptionmodule-label"><button class="aui-button toggle-title" aria-label="Description" aria-controls="descriptionmodule" aria-expanded="true"><svg xmlns="http://www.w3.org/2000/svg" width="14" height="14"><g fill="none" fill-rule="evenodd"><path d="M3.29175 4.793c-.389.392-.389 1.027 0 1.419l2.939 2.965c.218.215.5.322.779.322s.556-.107.769-.322l2.93-2.955c.388-.392.388-1.027 0-1.419-.389-.392-1.018-.392-1.406 0l-2.298 2.317-2.307-2.327c-.194-.195-.449-.293-.703-.293-.255 0-.51.098-.703.293z" fill="#344563"/></g></svg><span class="aui-toggle-header-button-label">Description</span></button></h3><ul class="ops"></ul></div><div class="mod-content"><div id="description-val" class="field-ignore-highlight"> <div class="user-content-block"> <div class="panel" style="background-color: #e7f4fa;border-width: 1px;"><div class="panelContent" style="background-color: #e7f4fa;"> <p><b>NOTE:</b> This suggestion is for <b>Jira Service Management Data Center</b>. Using <b>Jira Service Management Cloud</b>? <a href="http://jira.atlassian.com/browse/JSDCLOUD-2003" class="external-link" rel="nofollow">See the corresponding suggestion</a>.</p> </div></div> <h3><a name="ProblemDefinition"></a>Problem Definition</h3> <p>When creating an automation rules in Service desk project, there is only 3 option for SLA time remaining event:</p> <ul> <li>Due soon (60m remaining)</li> <li>At risk (30m remaining)</li> <li>Breached</li> </ul> <h3><a name="SuggestedSolution"></a>Suggested Solution</h3> <p>Need an ability to accept user input values for the condition. </p> <h3><a name="Workaround"></a>Workaround</h3> <p>Similar feature can be achieved by creating an issue filter and then subscribe to the filter to get email notification. The JQL will be something like:</p> <div class="preformatted panel" style="border-width: 1px;"><div class="preformattedContent panelContent"> <pre>project = DESK and "Time to resolution" <= remaining("15m") and "Time to resolution" != breached() </pre> </div></div> <p><b>Note:</b> Please change the values accordingly to your environment.<br/> This query will return issues in project "DESK" that it's SLA haven't breached and the remaining SLA is 15 minutes or less.</p> <p>And then, for the filter subscription, you can choose to send an email every 15 minutes or use "Advanced scheduling ('cron')" for more detailed intervals; <a href="https://confluence.atlassian.com/display/JIRA063/Receiving+Search+Results+via+Email" class="external-link" target="_blank" rel="nofollow noopener">Receiving Search Results via Email</a>. </p> </div> </div> </div></div><div id=dnd-metadata class="module toggle-wrap "><div id="dnd-metadata_heading" class="mod-header"><h3 class="toggle-header" id="dnd-metadata-label"><button class="aui-button toggle-title" aria-label="Attachments" aria-controls="dnd-metadata" aria-expanded="true"><svg xmlns="http://www.w3.org/2000/svg" width="14" height="14"><g fill="none" fill-rule="evenodd"><path d="M3.29175 4.793c-.389.392-.389 1.027 0 1.419l2.939 2.965c.218.215.5.322.779.322s.556-.107.769-.322l2.93-2.955c.388-.392.388-1.027 0-1.419-.389-.392-1.018-.392-1.406 0l-2.298 2.317-2.307-2.327c-.194-.195-.449-.293-.703-.293-.255 0-.51.098-.703.293z" fill="#344563"/></g></svg><span class="aui-toggle-header-button-label">Attachments</span></button></h3><ul class="ops"></ul></div><div class="mod-content"><div id="dnd-metadata-webpanel" data-can-attach="false" data-project-type="software" data-upload-limit="60485760" data-thumbnails-allowed="true"></div></div></div><div id=linkingmodule class="module toggle-wrap m-link-module"><div id="linkingmodule_heading" class="mod-header"><h3 class="toggle-header" id="linkingmodule-label"><button class="aui-button toggle-title" aria-label="Issue Links" aria-controls="linkingmodule" aria-expanded="true"><svg xmlns="http://www.w3.org/2000/svg" width="14" height="14"><g fill="none" fill-rule="evenodd"><path d="M3.29175 4.793c-.389.392-.389 1.027 0 1.419l2.939 2.965c.218.215.5.322.779.322s.556-.107.769-.322l2.93-2.955c.388-.392.388-1.027 0-1.419-.389-.392-1.018-.392-1.406 0l-2.298 2.317-2.307-2.327c-.194-.195-.449-.293-.703-.293-.255 0-.51.098-.703.293z" fill="#344563"/></g></svg><span class="aui-toggle-header-button-label">Issue Links</span></button></h3></div><div class="mod-content"> <div class="links-container" data-default-link-icon="/images/icons/generic_link_16.png"> <dl class="links-list "> <dt title="is duplicated by">is duplicated by</dt> <dd id="internal-563954_10001" > <div class="link-content"> <p> <img src="/secure/viewavatar?size=xsmall&avatarId=51505&avatarType=issuetype" width="16" height="16" title="Suggestion - " alt="Suggestion - " /> <span title="JSDSERVER-3303: Add more customizable SLA time to automation "When" trigger"> <a href="/browse/JSDSERVER-3303" data-issue-key="JSDSERVER-3303" class="issue-link link-title resolution">JSDSERVER-3303</a> <span class="link-summary">Add more customizable SLA time to automation "When" trigger</span> </span> </p> <ul class="link-snapshot"> <li class="status"> <span class=" jira-issue-status-lozenge aui-lozenge jira-issue-status-lozenge-success jira-issue-status-lozenge-done aui-lozenge-subtle jira-issue-status-lozenge-max-width-short" data-tooltip="<span class="jira-issue-status-tooltip-title">Closed</span><br><span class="jira-issue-status-tooltip-desc">Work on this issue is complete. If it’s fixed in a Server product, the resolution will be ‘Fixed’ and the Fix Version field will indicate the product version that contains the fix. If no code changes were required, the resolution will be ‘Duplicate&#39;, &#39;Won&#39;t fix&#39;, &#39;Handled by support&#39;, &#39;Timed out&#39;, or similar.</span>" title="<span class="jira-issue-status-tooltip-title">Closed</span><br><span class="jira-issue-status-tooltip-desc">Work on this issue is complete. If it’s fixed in a Server product, the resolution will be ‘Fixed’ and the Fix Version field will indicate the product version that contains the fix. If no code changes were required, the resolution will be ‘Duplicate&#39;, &#39;Won&#39;t fix&#39;, &#39;Handled by support&#39;, &#39;Timed out&#39;, or similar.</span>" tabindex="0">Closed</span> </li> </ul> </div> </dd> <dd id="internal-665131_10001" > <div class="link-content"> <p> <img src="/secure/viewavatar?size=xsmall&avatarId=51505&avatarType=issuetype" width="16" height="16" title="Suggestion - " alt="Suggestion - " /> <span title="JSDSERVER-4761: Custom Automation SLA time remaining should be customizable"> <a href="/browse/JSDSERVER-4761" data-issue-key="JSDSERVER-4761" class="issue-link link-title">JSDSERVER-4761</a> <span class="link-summary">Custom Automation SLA time remaining should be customizable</span> </span> </p> <ul class="link-snapshot"> <li class="status"> <span class=" jira-issue-status-lozenge aui-lozenge jira-issue-status-lozenge-default jira-issue-status-lozenge-new aui-lozenge-subtle jira-issue-status-lozenge-max-width-short" data-tooltip="<span class="jira-issue-status-tooltip-title">Gathering Interest</span><br><span class="jira-issue-status-tooltip-desc">This suggestion needs more unique domain votes and comments before being reviewed by our team.</span>" title="<span class="jira-issue-status-tooltip-title">Gathering Interest</span><br><span class="jira-issue-status-tooltip-desc">This suggestion needs more unique domain votes and comments before being reviewed by our team.</span>" tabindex="0">Gathering Interest</span> </li> </ul> </div> </dd> </dl> <dl class="links-list "> <dt title="relates to">relates to</dt> <dd id="internal-443315_10000" > <div class="link-content"> <p> <img src="/secure/viewavatar?size=xsmall&avatarId=51505&avatarType=issuetype" width="16" height="16" title="Suggestion - " alt="Suggestion - " /> <span title="JSDSERVER-2058: Improve available customization in Automation"> <a href="/browse/JSDSERVER-2058" data-issue-key="JSDSERVER-2058" class="issue-link link-title resolution">JSDSERVER-2058</a> <span class="link-summary">Improve available customization in Automation</span> </span> </p> <ul class="link-snapshot"> <li class="status"> <span class=" jira-issue-status-lozenge aui-lozenge jira-issue-status-lozenge-success jira-issue-status-lozenge-done aui-lozenge-subtle jira-issue-status-lozenge-max-width-short" data-tooltip="<span class="jira-issue-status-tooltip-title">Closed</span><br><span class="jira-issue-status-tooltip-desc">Work on this issue is complete. If it’s fixed in a Server product, the resolution will be ‘Fixed’ and the Fix Version field will indicate the product version that contains the fix. If no code changes were required, the resolution will be ‘Duplicate&#39;, &#39;Won&#39;t fix&#39;, &#39;Handled by support&#39;, &#39;Timed out&#39;, or similar.</span>" title="<span class="jira-issue-status-tooltip-title">Closed</span><br><span class="jira-issue-status-tooltip-desc">Work on this issue is complete. If it’s fixed in a Server product, the resolution will be ‘Fixed’ and the Fix Version field will indicate the product version that contains the fix. If no code changes were required, the resolution will be ‘Duplicate&#39;, &#39;Won&#39;t fix&#39;, &#39;Handled by support&#39;, &#39;Timed out&#39;, or similar.</span>" tabindex="0">Closed</span> </li> </ul> </div> </dd> <dd id="internal-777147_10000" > <div class="link-content"> <p> <img src="/secure/viewavatar?size=xsmall&avatarId=51505&avatarType=issuetype" width="16" height="16" title="Suggestion - " alt="Suggestion - " /> <span title="JSDCLOUD-12359: Improve SLA Threshold Breached trigger, e.g. ability to define custom durations for SLA triggered events, show only SLA from current project"> <a href="/browse/JSDCLOUD-12359" data-issue-key="JSDCLOUD-12359" class="issue-link link-title">JSDCLOUD-12359</a> <span class="link-summary">Improve SLA Threshold Breached trigger, e.g. ability to define custom durations for SLA triggered events, show only SLA from current project</span> </span> </p> <ul class="link-snapshot"> <li class="status"> <span class=" jira-issue-status-lozenge aui-lozenge jira-issue-status-lozenge-default jira-issue-status-lozenge-new aui-lozenge-subtle jira-issue-status-lozenge-max-width-short" data-tooltip="<span class="jira-issue-status-tooltip-title">Gathering Interest</span><br><span class="jira-issue-status-tooltip-desc">This suggestion needs more unique domain votes and comments before being reviewed by our team.</span>" title="<span class="jira-issue-status-tooltip-title">Gathering Interest</span><br><span class="jira-issue-status-tooltip-desc">This suggestion needs more unique domain votes and comments before being reviewed by our team.</span>" tabindex="0">Gathering Interest</span> </li> </ul> </div> </dd> </dl> <dl class="links-list "> <dt title="mentioned in">mentioned in</dt> <dd id="remote-109608" data-remote-link-id="109608" data-requires-async-loading="data-requires-async-loading" class=" remote-link " > <div class="link-content"> <p> <span class="link-throbber"> <img 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