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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 resolved" > Duplicate </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>, <a href="/issues/?jql=project+%3D+JSDSERVER+AND+component+%3D+SLA" title="SLA ">SLA</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-563954-value"> <li><a class="lozenge" href="/issues/?jql=labels+%3D+automation" title="automation"><span>automation</span></a></li> <li><a class="lozenge" href="/issues/?jql=labels+%3D+sla" title="sla"><span>sla</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_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 Desk Server</b>. Using <b>JIRA Service Desk Cloud</b>? <a href="http://jira.atlassian.com/browse/JSDCLOUD-3303" class="external-link" rel="nofollow">See the corresponding suggestion</a>.</p> </div></div> <p>We would like to customize the time entered into the SLA "when" rule beyond the current 60min/30min/breached options.</p> <p>The problem is, for P1 or P2 issues, we have an SLA of 15 minutes. With the current automation options, there is no way to alert a user/group of an impending breach. For longer-term SLAs such as MTTR on a lower priority issue, we would want to remind the team longer than 60 minutes in advance.</p> <p>Additionally, a "Breach + Time" condition should be available so that we can notify the next level support and/or lead role when a breach has happened beyond a set threshold.</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="duplicates">duplicates</dt> <dd id="internal-439526_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-2003: Ability to define custom durations for SLA triggered events for automation rules"> <a href="/browse/JSDSERVER-2003" data-issue-key="JSDSERVER-2003" class="issue-link link-title">JSDSERVER-2003</a> <span class="link-summary">Ability to define custom durations for SLA triggered events for automation rules</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-774122_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-3303: Add more customizable SLA time to automation "When" trigger"> <a href="/browse/JSDCLOUD-3303" data-issue-key="JSDCLOUD-3303" class="issue-link link-title resolution">JSDCLOUD-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> </dl> </div> </div><ul class="ops m-link-options"></ul></div><div id=issue-forms-new-ui class="module toggle-wrap "><div id="issue-forms-new-ui_heading" class="mod-header"><h3 class="toggle-header" id="issue-forms-new-ui-label"><button class="aui-button toggle-title" aria-label="Forms" aria-controls="issue-forms-new-ui" 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">Forms</span></button></h3><ul class="ops"></ul></div><div class="mod-content"> <script> var proFormaReactLoadCounter = 0; var proFormaReactLoad = function() { let uiUserModule; try { uiUserModule = window.require('@thinktilt/proforma/ui-user') } catch (err) { // Do nothing because the AMD module is not yet loaded/defined console.log("AMD module not loaded yet") } if (!uiUserModule) { if (proFormaReactLoadCounter < 25) { // Allows up to 5 seconds for loading. 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