How do I create separate SLAs for different groups?

[Timothy Connolly]

Hi All,

I was curious if it would be possible to make different SLA timers for different groups.  We have different customer groups that have different first response SLAs and I would like to set it up so when a customer puts in a support ticket, the SLA timers for that particular ticket reflect the organization they are assigned to. 

If anyone knows how to do that it and can share the steps necessary to set that up it would be a HUGE help. 

[Brittany Wispell · Accepted solution]

Hey @Timothy Connolly

If the request types are different or if you have something that is determining which group the customer is supposed to be in you can create a JQL specific to those items. 

If you want help with the JQL let me know! 

Hope this helps :) 

[Timothy Connolly]

Hi @Brittany Wispell

We currently have all our customer individuals broken up into different Organizations  I would absolutely love it if I can set a specific SLA based on the organization as it would clear up a few headaches we are having at the moment.   

I haven't done anything with JQL yet so if you can help me get that setup it would be a huge help that I would be quite grateful for!   

Thank you for the quick response!

[Brittany Wispell]

Yeah you can do a JQL of....

organization = "Org 1" 

or if you have some that are the same 

organization in ("Org 1", "Org 3")

Hope this helps. 

Here's some documentation. 

Jql Most Flexible

[Timothy Connolly]

will that take priority over other settings? at the moment we have a blanket SLA goal (which I just now saw was listed as JQL so I learned something new today!)   of 4 Hours with "Issues" being "All remaining Issues"  "Goal" being "4 hours" and "Calendar" set to "Sample 9-5 Calendar"     

So if I'm understanding your instruction correctly the Issues field should be "Organization =<org name>"   goal " 8 hours"   and Calendar "Sample 9-5" calendar. and if any tickets come in from that organization it will set the first response SLA to 8 hours. and leave any other tickets that come in at a 4 hour SLA response time? 

[Brittany Wispell]

Yes and you can have the "everything else"    8h    Sample 9-5

This can be done is the same SLA. 

1st JQL - organization = "Org 1"      1h     Sample 9-5 Calendar

2nd JQL - organization in ("Org 1", "Org 2", "Org 3")   3h   Sample 9-5 Calendar

I hope this makes sense. I find it difficult to explain over chat sometimes.

[Timothy Connolly]

that makes perfect sense! thank you so very much for your help and quick replies. I appreciate your assistance and atleast one member of my team is cheering in celebration with this getting implemented.  You helped me solve a big headache and I wholeheartedly thank you for it!

[Brittany Wispell]

You're very welcome. If you have anymore questions just let me know! 

You can accept this answer by clicking on the check mark next to the vote button! 

[Sarunas Strasevicius]

@Brittany Wispell We have different SLA plans (1,2,3) and i have created separate SLA for each of it, put goals and everything works fine just... at the task I see three SLA timers because automation runs over each SLA and each time meets "All remaining issues" rule. My question is if there is any way to write JQL to stop processing next if one of rules validated or I need to put all conditions to single SLA? Thanks!