Clarification needed on few features

Question

1. Need help to setup multiple Groups to handle the tickets.
2. How to configure multiple SLAs for each group.
3. Do we have canned responses in Jira Service Management?
4. Customisation of Ticket Fields and Ticket Workflow?
5. Can we customise the CSAT survey?

Shaik Thaheer · Answer

@Alex Koxaras -Relational- Thanks for the response.

* More clarifications are needed:
Lets suppose we have one team called Support for an org which handles tickets at multiple levels like L1,L2,L3. L1-->L2-->-->L3-->Issue Resolved-->L1 for final communication. We need this journey to capture using these groups L1,L2,L3 and define separate SLA's for each group under support project. Hope this clarifies. Please let us know the possibilities.

Alex Koxaras -Relational- · Answer

Hi @Shaik Thaheer and welcome to the community,

* More clarifications are needed
* Start by reading this https://support.atlassian.com/jira-service-management-cloud/docs/create-service-level-agreements-slas/
* No out of the box, but you can use an app for this.
* This https://support.atlassian.com/jira-service-management-cloud/docs/what-are-request-types/ and this https://support.atlassian.com/jira-cloud-administration/docs/create-and-manage-issue-workflows-and-issue-workflow-schemes/ will help you
* No out of the box. You could use and app like this one and adjust it to your likings.