Link a Ticket with an SLA

[Mo]

In a SaaS model How can we link One ticket/Issue with One SLA if we have created a couple of SLA plan?

The idea is not to display all SLA plan for a specific ticket but only the one that is attached

[Colin Helke]

Hello Mohamed,

Please let me know if I understood your question properly. Priority can control what type of sla is running on the ticket. You can define slas/priorities based on JQL conditions. So you could have a "Time to Resolution" SLA for "Issuetype = Incidents" and a "Time to Complete" SLA for "Issuetype = Service Request". The Time to Resolution would only show on Incidents and Time to Complete would show on Service Requests.

https://confluence.atlassian.com/servicedeskcloud/setting-up-slas-732528967.html

[Mo]

Hello Colin,

Thanks for your support which is well appreciated.

My question has some additional remarks around the SLA. Since you can create several SLA (which means one SLA per customer ) I was wondering if we can display only information relative to those SLA.

Example:

I define an SLA plan for one customer named SLA-1.

SLA1 Plan for Customer-1
Critical - Fix the issue in 4H
Major - Fix the issue in 8H

SLA2 Plan for customer-2
Critical - Fix the issue in 8H
Major Fix the issue in 72H

When I receive a Ticket from customer-1, I'm expecting to link this to SLA-1 plan and so when I open the ticket, I expect to see on the Right side of the ticket only information related to SLA-1 Plan

When I receive a Ticket from customer-2, I'm expecting to link this to SLA-2 plan and so when I open the ticket, I expect to see on the Right side of the ticket only information related to SLA-2Plan

I have the feeling whatever is the ticket we display the All SLA plan that we have created. Am I wrong?

[Colin Helke]

I played around with some of my SLAs and the only way I found that you could do it, is if all of your reporters are in groups. The Reporter for Customer A is in "group A" and the Reporter for Customer B is in Group B. Now you can right your SLA JQL like this:

Time to Resolution

Issues                                                                                                        Goal

reporter in (memberof("Group A")) and priority = Critical                         4H

reporter in (memberof("Group A")) and priority = Major                           8H

reporter in (memberof("Group B")) and priority = Critical                          8H

reporter in (memberof("Group B")) and priority = Major                           72H

This way the the Time to resolution changes based on the group the reporter is in. I hope this helps. 

[Mo]

Hello Colin,

Thansk a lot for your good support, I'll try and get back to you.

Keep you posted

Thanks 

Mo