Apply different SLAs for different clients

How do we configure this?

We have twenty clients. We want to

1. Apply SLAs per client.

2. For clients in different regions, we want to apply SLAs per region.

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Hi @Eusoph Simba ,

An SLA basically is a custom field with metrics and goals.

If you have different SLA's for different clients, then you'll need to configure a separate SLA or SLAs for all clients.

You can create multiple calendars and assign calendar 1 to client A, calendar 2 to client B.

If a single client has different regions, that won't be easy as you would need an identifier as to which time zone the reporter belongs to. This value can be used as a JQL for your SLA.

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2 votes

Hi @Eusoph Simba

One another way is to set SLAs based on customer organization, in case you are using them

Screenshot 2022-05-20 123453.png

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Apply different SLAs for different clients

2 answers

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