How can I add SLA's by Severity and also add to reporting

[Bharath Sithian]

My company needs to be able to categorize tickets by severity in order to determine SLA's. I have added a field for severity to match our SLA's--below are two examples of severities that agents need to add to the ticket. Our time to first response and time to resolution vary depending on the Severity of the issue.

Sev- 4 Data presentment errors – typos, alignment, fonts, colors AND/OR Any feature/function not working but with a viable workaround

Sev- 5 New feature or change request AND/OR Data presentment change request

I have 2 questions

1. Am I able to add SLA's by severity so the system is able to match the appropriate SLA to a ticket once the severity has been selected by an agent?
2. How can I pull severity for tickets in the reporting section as well so we can see SLA adherence by severity of ticket?

Thanks!

[Walter Buggenhout · Accepted solution]

Hi @Bharath Sithian and welcome to the community,

Yes, you can do that. Your SLA targets are set from JQL conditions, which simply means you set different SLA targets based on the severity that is set on your tickets. Based on your example, you can set different targets like this:

Severity = 5

and

Severity = 4

replace 4 and 5 in the above examples with the exact options from your severity custom field.

To answer your second question, you can use the exact same filters to define series in a custom report. To learn more, check out the following support articles:

• Creating custom reports in JSM 
• Report series in a custom report 

Hope this helps! 

[Bharath Sithian]

Hi @Walter Buggenhout I was able to add the severity SLA's successfully thanks for the help!

I have a follow up question. How can I add all of the SLA's to 1 report? Let's say for the below report, I wanted to see summary performance across multiple SLA's. What does the JQL language need to look like in order to have multiple SLA's looked at in a single report? You can feel free to use the same examples you used above as assumptions for severity.