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Rule for SLA's

Olegs Kokins

Hello, I have one service project for issues (incidents) and and this project is used by more then one customers with different SLA's, so can I made automatically rules for this situation?

Example. If some user from organization made a issue with same conditions as others users from different organizations, his issue goes with SLA which intended only for this organization.

Accepted answers

Dirk Ronsmans

Hey @Olegs Kokins and welcome to the community!

An SLA target works based on the JQL you enter in the target definition. So if you can think of a rule that would retrieve the correct customer based on that JQL you should be fine.

if you have multiple customers and they all have their own SLA that might become a lot of targets tho. A way you can limit those is by listing the SLA targets and seeing where they all overlap

If you have such an overlap you might want to group them together in certain contracts/packages which you can set in a custom field. (Insight might be a good placeholder for those/that contract management).

You could then also use an automation rule that based on the organisation/reporter domain sets that contract.

Fabio Racobaldo _Catworkx_

Hi @Olegs Kokins ,

welcome to the Atlassian community!

There's an article for that purpose https://confluence.atlassian.com/jirakb/how-to-implement-slas-by-company-organization-or-client-777027032.html

In my opinion, you can use specific JQL for organization using "Organizations" field.

Organization field is automatically added to each issue based on reporter association to Org.

For example my user is part of Organization "My First Org", If I run the following query

project = "Fabio Service Desk" and Organizations = "My First Org"

I will retrieve just tickets for that Org.

That should resolve your request.

Fabio

All comments

Dirk Ronsmans

Hey @Olegs Kokins and welcome to the community!

An SLA target works based on the JQL you enter in the target definition. So if you can think of a rule that would retrieve the correct customer based on that JQL you should be fine.

if you have multiple customers and they all have their own SLA that might become a lot of targets tho. A way you can limit those is by listing the SLA targets and seeing where they all overlap

You could then also use an automation rule that based on the organisation/reporter domain sets that contract.

Fabio Racobaldo _Catworkx_

Hi @Olegs Kokins ,

welcome to the Atlassian community!

There's an article for that purpose https://confluence.atlassian.com/jirakb/how-to-implement-slas-by-company-organization-or-client-777027032.html

In my opinion, you can use specific JQL for organization using "Organizations" field.

Organization field is automatically added to each issue based on reporter association to Org.

For example my user is part of Organization "My First Org", If I run the following query

project = "Fabio Service Desk" and Organizations = "My First Org"

I will retrieve just tickets for that Org.

That should resolve your request.

Fabio

Olegs Kokins

@Dirk Ronsmans Thank you very much!

Olegs Kokins

@Fabio Racobaldo _Catworkx_ Thank you very much!

Fabio Racobaldo _Catworkx_

you're welcome @Olegs Kokins

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