How to set SLA for different queues?

[vagarwal]

Hi Team, we have multiple  queues under a project in JIRA service desk. I wanted to check how can I define separate SLAs for different queues under a same project?

Any documentation or process would be helpful.

[Alexander Ling · Accepted solution]

Hello @vagarwal 

SLA and queues are two different things. You can absolutely have different SLA:s on different queues, even in the same queues, since the SLA is based on issues. To get a more basic understanding of SLA:s I would read this link

How it's done:

1. Create an SLA (or edit an existing one)
2. Choose the start condition (when should this SLA start to count down)
3. Choose stop condition (when should the SLA stop counting)
4. Under goals, set the desired JQL queries to match your issue (example issuetype = incident) This means that every issue that meets the start condition from step 2 and is an incident will use this SLA. You could use another query that matches Service request which mean that all Service request will use that time instead.
5. You can now set up a queue where the issue type is incident and one is for example Service request.

The queues are just a visualisation of the current issues and how you sort them, they have no connection in how the SLA is set up. So set up your SLA:s correctly and then sort them with your queues. 

I hope that solves your issue, otherwise just comment this answer and I will get back to you! :-)