How to handle SLA per customer

[Kim Egekjær]

I want to be able to create support tickets from support desk, where the SLA is based on which customer it is. How can I do that? Initially I have tried to create a custom field and intend to add that to a customer screen, but that seems impossible. 

Is this the right way to do that, and how do I proceed?

Thanks in advance

Kim

[Kim Egekjær · Accepted solution]

I did find a suggestion to use organisations for this:

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Are-you-able-to-set-specific-SLA-s-per-customer/qaq-p/776367

  - but I consider to use the organisations as customer companies instead.

/Kim

[Gezim Shehu [Communardo]]

Question:

Do you use Insight?

If yes,we have setup some SLA configuration based on objects  attributes.

-Think of them as groups.

-In your case, you could have customers as objects (referring to JIRA User) and some groups, let's say SLA Group 1, and the customer would have an attribute called "SLA Group" which would point to SLA Group 1.

-You could then define JQL queries based on this.

This solution  works for us, as also it serves another purpose of having extra details for object (customers in your case).

Though organization solution looks much much cleaner and simpler to implement, in case you don't need any further customization.

Cheers