How do I setup multiple SLAs within the same project?

Question

I am moving to JSD from another tool and need to replicate a variety of SLAs - some based on UK business hours, some on US business hours; some for our high priority clients as well as our standard clientele.

It appears I can set SLAs in a project for things like "Time to First Response", which is good. I now need to setup at least 4 "Time to First Response" SLAs. How is that done?

Matt_84f5eg · Answer

To clarify, for example I need SLAs defined:

* Standard EMEA TTFR using UK business hours,* Medium severity is 8 hr response time
* High severity is 4 hr response time
* Urgent severity is 2 hr response time

* Standard US TTFR using US business hours,* Medium severity is 8 hr response time
* High severity is 4 hr response time
* Urgent severity is 2 hr response time

* Premium EMEA TTFR using UK business hours,* Medium severity is 4 hr response time
* High severity is 2 hr response time, business hrs
* Urgent severity is 2 hr response time, 24/7

* Premium US TTFR using US business hours,* Medium severity is 4 hr response time 
* High severity is 2 hr response time, business hrs
* Urgent severity is 2 hr response time, 24/7

Gökçe Gürsel {Appfire} · Answer

Assuming time to first response is defined as the time spent between issue creation and transition to In Progress, you can this as follows:

Define a calendar for UK business hours

Define a calendar for US business hours

Define a custom field for teams to select their time zone. Otherwise, both teams will see their SLAs. Single select list with options US Team and UK Team should suffice.

Define Time to First Response as follows (I didn't have a calendar for UK Team sorry. You need to select their respective calendars and adjust the JQL: project name etc.):

With this being said, for your advanced SLA needs, such as reporting and custom notifiers, I suggest Time to SLA

Let me know if you have any questions.

Cheers,

Gökçe

Jack Brickey · Answer

What exactly would multiple TTFR SLAs look like? Maybe you mean you need different goals for TTFR, e.g. based upon priority? Or do you mean you have 4 different definitions of “first response”? I suspect the former. You can have many different goals for an SLA base on various variables.

you might find this article useful - Create-a-new-sla