How to send notification for breached SLA

Issue #361 resolved
Sonya Chen created an issue

We have a business user who need to send notifications to her users once SLA breaches, instead of before it's due. How can we do this?
I think my colleague has asked this question before, and she may have got this JQL from you and used it as a trigger to send notifications:

project = DRM AND issuetype in (临展申请, 展期申请, 库存点申请) AND key in tts.issuesWithBreachLongerThanAmongUncompletedSlas(1m, 10, 11, 12, 13, 14, 15, 16, 17, 18)

The problem we have now is we actually have two breached issues on Jira, but no notification email was sent. And I tried this JQL in the issue search page, with no search results.

Unfortunately my colleague has resigned and I can only come to you for help. If this is not the solution you gave, what do you suggest I do to meet the requirement of my user?

Thank you.

Regards,
Sonya

Comments (13)

  1. Tuncay Senturk repo owner

    Hello Sonya,

    After the release (which will be ASAP), you will be able to define any notifier with negative 'notify before' value to be notified after the overdue.

    For instance if you want to be notified 10m later, you will define a notifier with -10m

    Regards
    Tuncay

  2. Sonya Chen reporter

    Hi Tuncay,
    Thank you for you update and we look very much forward to your new release!

    Regards,
    Sonya

  3. Tuncay Senturk repo owner

    Hi again,

    We're glad to announce that this feature was released with the latest versions.
    6.23.0 for JIRA 7.x and 5.28.0 for JIRA 6.x

    Just type minus (-) in the appropriate notifier, e.g. (-10m)

  4. Sonya Chen reporter

    Hi Tuncay,
    I installed 6.23.0 immediately after it's released, but regretfully after one day's testing there's still no notification emails sent after SLA was breached. I've tried -1s, -1m and -10m.

    Sonya

  5. Tuncay Senturk repo owner

    Did you try with a new issue? Or did you just changed SLA Notifier and expect to see the notification of existing SLA?
    Could you please try with brand new issue?

    Thanks

  6. Sonya Chen reporter

    I created new issues and watched the clock to tick. And upon your questions, I deleted the old SLA Notifier, created a new one, and then created a new issue and watched it to breach SLA. And still, I got no notification email.

  7. Sonya Chen reporter

    And there's another issue hope you can help. I tried to use the SLA custom fields in JQL for searching issues, such as "indicator to SLA = EXCEEDED" and found that this only works with a Jira re-index, or else the search results would be correct. For example, now I have an issue XX-01 that just exceeded its SLA, but it can't be searched with "indicator to SLA = EXCEEDED". Then I have to do a Re-index of Jira, which may take one hour, and then XX-01 can be searched with "indicator to SLA = EXCEEDED". This is really unsatisfactory. Can you do something to enhance the searching experience with SLA custom fields? Many thanks!

  8. Tuncay Senturk repo owner

    Hello Sonya,

    Could you please give us below info?
    - Does SLA Notifier works before overdue?
    - Issue key of one of those issues which SLA Notifier do not work
    - Attach the results of DB Queries below

    SELECT * from AO_C5D949_TTS_ISSUE_SLA_NOTIF
    
    SELECT * FROM AO_C5D949_TTS_ISSUE_SLA where ISSUE_KEY = 'ISSUE_KEY'
    

    Regards

  9. Tuncay Senturk repo owner

    By the way, please use our TTS JQL functions to filter issues against SLA fields.
    JIRA uses Lucene indexing to filter issues, and issues are indexed upon either on issue changes or reindexing.
    So custom field searchers may return inaccurate results.

    Here you can find documentation for our JQL functions.

  10. Tuncay Senturk repo owner

    Hi again,

    We added some extra logs. Also we fixed minor issues.
    Please upgrade the version, and then if the problem is still there make me know.

    Regards

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