We have 3 categories of clients: 1 (Premium), 2 (Advanced) and 3 (all others).Each customer category has its own service level (SLA). Can I use different SLAs for different categories of clients in one project?
@Vladimir Matveev
This is definitely possible using JQL conditions in your SLA configuration.
Assuming you have a custom field to differentiate between these groups of customers you can do the following configuration:
Project Settings >SLAs, After defining your SLA start, pause, and end conditions there is a box for JQL conditions. You need to add three different JQL conditions for each customer category, their respective goals, and their calendars:
and that's it!
However, for more features and detailed reporting, I suggest Time to SLA
Time to SLA offers robust SLA tracking features with SLA panel, notifiers, and detailed reporting.
Let me know if you have any questions.
Cheers,
Gökçe
Hi Gökçe!
You wrote to me: "...you have a custom field to differentiate between these groups of customers...". But I don’t understand how to unite clients into such groups (levels). Please explain to me how I can organize the grouping of clients-organizations by groups (service levels).
Vladimir.
You can define a custom field of Select list type and add the options (Premium, Advanced, All others).
For reference here is the documentation: https://confluence.atlassian.com/adminjiraserver/adding-a-custom-field-938847222.html
After configuring this filed, you need to add it to the necessary screens. In your case, your projects create issue, and view/edit issue screens should be enough. You'll be prompted to select which screens you want to add your custom field to when you're configuring your custom field but you can do this afterward too.
After this, you can add this field as a JQL condition to your SLAs and when the issues are in the SLAs scope the SLAs should work.
Let me know if you have more questions.
The "Premium", "Advanced" and "Others" parameters are a status of the organization to which the reporter belongs, not a issue's parameter. And this parameter should appear immediately after the reporter has selected the name of his organization from the list and should not be a field that the reporter fills in.
Your variant seems to me to assign the parameter to the issue, not the organization.
Vladimir
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