Differentiate different support tickets based on internal SLA rules

[Ann Marie Guinan]

Hi there,

There are some companies we have a shorter SLA time for turnaround of support tickets rather others, is there a way to Differentiate different support tickets based on internal SLA rules?

Please and thanks :) 

[Gökçe Gürsel {Appfire}]

Hi @Ann Marie Guinan ,

You can define a Single select custom field named Customer level and add several customer levels based on the SLA Goal say Bronze (SLA Goal: 8h), Silver (SLA Goal: 4h), and Gold (SLA Goal: 2h).

After adding this field to issue screen and selecting for each ticket the appropriate customer level manually (maybe with a script you can automate this as well) when you're defining the SLA you can enter this criterion in the JQL box like this:

Alternatively, if these customers are in a specific Jira group you can use the JQL statements like reporter in membersOf("XYZ Corp").

Alos, to use SLA tracking in business and software projects as well as the service desk projects you can use Time to SLA .

Time to SLA offers detailed reporting, an SLA Panel to track your SLAs in issue screen, options to pause and reset your SLAs and SLA notifications by email, and Slack notifications.

Please let me know if you have any questions. 

Regards,

Gökçe

[Tessa Tuteleers]

Hi @Ann Marie Guinan , 

If the customers for different companies are in their own user groups, you could create new SLA goals for every group with the JQL: reporter in membersOf("company_group_here").

Good luck! 

[Ann Marie Guinan]

Hi Tessa,

I am not very technical if you could excuse me :) where would I find the  JQL: reporter in membersOf("company_group_here").? Thanks :) 

[Tessa Tuteleers]

Hi @Ann Marie Guinan , 

This JQL you can just enter in the advanced issue search, or for you, in the JQL selection box for your SLA's. 
You can use it to search for issues from reporters in a certain jira usergroup. 

As @Gökçe Gürsel {Appfire}  said, you can also use custom fields or any other kind of structured information in your issues to query on in your SLA's and use different goals.