Setting up SLA for organization

[Juuso Ikonen]

Hello!

I'm in the process of setting up SLA's in our cloud based Jira SM. We've got some clients with differing SLA's from the norm.

In my tests with a calendar I named "testorg" above pictured setup worked fine and the resolution SLA updated automatically as it should, but there's something in this that breaks things. Granted, that test SLA goal was only for requests, not incidents.

Can you have two different SLA goals that have the same "reported in organizationMembers" organization name but different ticket types (incident and service requests)?

[Gökçe Gürsel {Appfire} · Accepted solution]

Hi @Juuso Ikonen ,

If you're referring to the Customer Request type by ticket type, you can use the following JQL coupled with reported in the clause:

"Request Type" = "IT help (DEMO)"

If you're referring to the issue type, you should use,

issuetype = "IT Help"

You can refer to the documentation too: https://support.atlassian.com/jira-software-cloud/docs/advanced-search-reference-jql-fields/

Please let me know if you have further questions.

Regards,

Gökçe

[Juuso Ikonen]

Thank you, though I have might have left out a pretty big reason why the string is
>"Ticket category" = Incidents AND reporter in organizationMembers("ORG1")

We have different SLA's depending on the ticket category.

These are the categories I meant. The request type and issuetype would probably be too specific for our use, unfortunately.

I'm pretty sure the SLA's now work correctly, though, so I'll mark this as solved. Thank you!