Different SLAs for different labels of types of questions

[Myleen Van Es]

Hello,

I'm looking for a way to have different SLAs for different labels or types of questions we get from our customers. We want to apply different SLAs for short methodological questions, short analysis questions and big analysis questions. 

Is this possible and what would be the best way to do it?

Thank you

[Dirk Ronsmans · Accepted solution]

Hey @Myleen Van Es ,

Within the SLA's you can define your goals based on a JQL.

To have other SLA's for other types of questions/issues you'll have to find a way to categorize those questions and then simply apply the SLA to them using the JQL in your goals.

Step 1 would be to find a (hopefully generic way) to flag a question as short methodological questions, short analysis questions and big analysis questions. Easiest would be to just add a category dropdown or something similar on your issue.

As soon as this is set the correct SLA will be applied.

Keep in mind that if you switch values during the lifecycle of the issue the SLA might become shorter as well.