Different service levels for different organisations / customers?

[Paul White]

Hi, we are looking at using Jira Service desk for external customers raising incidents with our support team.  We have different service levels for premium vs standard clients (for example 2 hr vs 4 hr for critical fix). 

Is it possible to configure Jira Service Desk to reflect this, so that a Jira Service desk incidents can be raised against the correct SLA for a client and then we can target ourselves and run retrospective reports on the success of hitting these SLAs?

[Angélica Luz · Accepted solution]

Hello Paul,

Welcome to Atlassian Community!

The SLAs are based on a JQL, so it will be necessary to use some field to identify if the customer is premium or standard, if you need to use the same project for both.

You mentioned about Organizations, so you can create the JQL, for example, Organizations = "Org A" AND priority = High, but it would be a problem if the customer selects to create a private request.

Another option would be adding a required field for the customer to select something that could be used to identify if it's Standard or Premium.

On our support here in Atlassian, the projects are different for Standard and Premium, so I'd suggest using a different project for each one as well. 

Then, if using different projects, the SLA can be only based on the priority the customer selects when creating the ticket in the portal.

For more details about SLAs, please check the documentation below:

• Create service level agreements (SLAs) to manage goals

Hope this helps!

If you have any other questions regarding this matter, please let us know.

Regards,
Angélica