Set a Notifier for an SLA
- Derya Özdemir
This page is about Time to SLA for Jira Cloud. Using Jira On-Prem? Click the On-Prem button above.
Video guide
Watch this video for a demo of the steps provided in this article.
Prerequisites
For notifications to work, make sure you have enabled Outgoing Mail in Jira. To do that, click the cog icon in the Jira top bar, and open System > Outgoing Mail > Enable Outgoing Mail.
It is essential to have the related permissions before creating a TTS notification for a specific SLA. The person responsible for creating the notification must have the necessary authorization to access the relevant issues related to the scope of this SLA.
Steps
Open the SLAs page.
Find the SLA you want to add the notifier to, and expand it by clicking on it.
Click the three-dots icon, and then Manage Notifiers.
Click Add New SLA Notification. The SLA Notification pop-up screen appears.
Enable Global Notifier if you want this notification configuration to be applied to all of your SLAs.
If you want repeated notifications at regular intervals, select when you want to be notified and when to stop receiving repeated notifications. The options are:
is breached – you’ll receive a notification when the SLA is breached.
will be breached in – you'll be able to get notifications before the Target Date is reached. TTS uses this value to send a notification before the SLA Goal is met. For example, if you enter 1h, you will be notified 1 hour before the Target Date is reached.
has been breached for – you’ll receive a notification when your SLA has been breached for the time period you’ve chosen.
has reached – you’ll be notified when SLA reaches the percentage you’ve chosen. For example, if you enter 90% as the SLA Goal Ratio, the notification will be sent when 90 percent of the SLA goal has elapsed.
is over – you’ll be notified when the SLA is finished.
All time values must be in the Jira time format (for example, 1d 2h 30m).
Check the Repeat every... box to get notifications at the intervals you define.
Check the Stop repeating after... box to stop sending notifications after a certain number of notifications are sent.
Tick the Enable working calendar box if you only want TTS to send notifications during working hours.
Select the action TTS should take when the notifier is triggered. TTS can:
Send an email – You can customize the subject and content of the email. Here you can use dynamic parameters with $. Afterward, you can choose the recipients or add custom recipients. TTS offers a flexible way of creating dynamic email content. Click here to find out the potential parameters you can use.
Send a Slack message – Add the Slack webhooks URL and, if desired, customize the Slack message.
Click Save.
After you've saved your notifier, you can use the Notifications page to Edit, Clone, or Delete your notifiers. From there, you can associate your notifications with different goals as well.
If you have more than one goal, you can use the Associate with goals feature to configure different notifications for each one.
For example:
Let's say that an issue with a high priority has 1 hour, a low priority issue has 3 hours before it is breached. In this case, it may be required to receive mail more regularly for the critical issue, or you may want to send that notification to different users. This is where the Associate with Goals feature will come in handy, as it allows you to associate goals with different notifications.