SLA to response for multiple client organizations

Xavier Idrovo

I have multiple client organizations that utilize our JiraSD. For SLA to response, does it matter if I create a single SLA rule with multiple unique conditions for each organization or can I bundle all organizations into a single SLA rule (which may ultimately have large number of conditions (organization=a, organization=b, .. organization=z)

Gökçe Gürsel {Appfire}

Hi @Xavier Idrovo ,

I think this really depends on your use case. However, I see no reason why you can't bundle it into a single SLA rule with multiple JQLs for organizations that share a calendar and SLA Goal. However, I suggest how you plan on reporting these SLAs and shape your configuration around it.

To get detailed SLA reports focused on the organizational JQLs, I suggest looking into Time to SLA . 

With Time to SLA, you can customize your reports and do a detailed analysis of how you perform on your SLAs based on each of your customers.

Let me know if you have more questions.

Cheers,

Gökçe