How to track SLA for team/squad

Hey Leonardo, 

You would need to have a different SLA for each team. Each SLA would have to have a start time which represents when its respective team is working on it.

A workflow with statuses which represent teams would be a good approach, then each SLA could track when it was in the matching status.

I hope this helps,

Cheers, 

Ben.

I don`t know how to do it using  JSM, because there aren't such SLA conditions as assignee group. But I think you can try to do it by creating different statuses for each assignee group and by configuring automation rule to move tickets to each status according to the assignee issue field. Then you can configure the status of each team as the start of the SLA timer.

Also, you can consider SLA Time and Report app. It lets you set for SLA timer condition any issue field, including assignee. You can select both one or a group of assignees. For each team, you can create separate SLAs configs.Hope it will help you.