SLA per group when creating issues by agents.

[Soukaina IBALINE]

I have agents creating problem issues, and I have clients creating service requests and incidents. In the condition I mentioned, if this client belongs to this organization, use this SLA. But how can I specify the group and say if the group is X, use this SLA?

[Serge Calderara · Accepted solution]

hello @Soukaina IBALINE ,

The SLA rule is essentially based on a set of criteria that need to be all match in order to be valid.

There is no direct way to associate an SLA with a group

The only place you can do that is from the initial SQL condition where you can specify a JQL querry and at this stage you can specify the group membership

regards

[Soukaina IBALINE]

hey @Serge Calderara , 

Ok , can you share with me this JQL querry?  .

I thought it would be a function like  ' if the reporter is member of group X , use this SLA '

regards 

[Serge Calderara]

create a new SLA and name it according to your JQL return data, then apply the goal as below

[Soukaina IBALINE]

Hi @Serge Calderara 

it does work, thank you .

regards

[Vitaly_Berezovsky_SaaSJet]

Hi @Soukaina IBALINE 

I advise you to try our Jira addon SLA Time and Report for this purpose.

You can bind an SLA to a specific project or certain ticket parameters to trigger the right SLA upon matching.

I hope I understood your question correctly!