How to create two sets of SLAs for priority and standard clients

[Nicko]

Hi,

I'd like to find out a proper way to set this up. My company is offering two types of SLAs (Priority and Standard) for our clients.

Standard = 8/5 calendar, standard SLA timing (eg 4H, 8H, 12H etc)

Priority = 24/7 calendar, special SLA highest priority timing (eg 1H, 2H, 4H etc)

1) How do I set it up by categorising customer A (priority) is tracking under Priority SLA, whereas customer B (standard) is tracking under Standard SLA?

2) How do I label this customer A (priority) and B (standard), so when I create a ticket, it know this customer A/B's priority? 

Thank you

[Eugenio Onofre · Accepted solution]

Hi @Nicko

Welcome to the Atlassian Community.
SLA configuration can be made using different JQL for each rule you have written. In the SLA configuration, just make sure to write the proper JQL to filter out issues and this should work as expected.

In order for you to "Label" customers, I would suggest using ORGANIZATIONS. The steps would be something like:

1. create One org for Priority and another for Standard
2. create a Custom Field that has two possible values: Priority or Standard
3. create an automation to identify which organization the requester belongs to and assign the proper value to the new custom field
4. make sure to use this custom field as the condition for your SLAs.

Please remember to accept this answer in case it helps you resolve your question as it may also help other community members in the future.

Regards,
Eugenio

[Nicko]

Thanks Eugenio.

Great, I had the same sort of idea but wasn't sure if creating two organizations is the right way to set this up.

Is it important to create automation for the specific organization's requester? I have only one support rep handling all tickets, I can manually select the correct org (priority/standard) in the field right? (But yes, I agree automation is a great idea)