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Creating SLA for individual request forms in JSM

Swaroop Kumar

Hi - I'm trying to create SLA's for various request types that I created on Help Center, but I couldn't get a appropriate documentation. Please help!

For example, I would like to setup 48 hours SLA for request type "New Laptop Request". Not sure how to achieve this.

Accepted answers

Rilwan Ahmed

Hi @Swaroop Kumar ,

To run SLA based on request types, you need to modify the SLA. i.e. JSM project settings --> SLA --> Click Edit against required SLA and add the required JQLS in "Issues to display" section.

You can add JQL as "Request Type" = "Fix an account problem (ITSM)"
Please note: here ITSM is my project and Fix an account problem is my request type.

Also modify Time Goal to 48 hours and click Save

All comments

Rilwan Ahmed

Hi @Swaroop Kumar ,

To run SLA based on request types, you need to modify the SLA. i.e. JSM project settings --> SLA --> Click Edit against required SLA and add the required JQLS in "Issues to display" section.

You can add JQL as "Request Type" = "Fix an account problem (ITSM)"
Please note: here ITSM is my project and Fix an account problem is my request type.

Also modify Time Goal to 48 hours and click Save

Swaroop Kumar

Hi @Rilwan Ahmed - Thanks for your help!. I was able to add JQL as "Customer Request Type" = "Request form"

This solved the issue. Thank you!

I have a separate question though, not sure if I can post here or start a new thread? I'm trying to configure the fields on the Help Center for the end-users to see additional options after they submit a request. For example, after a request is submitted I would like them to see the name of the person assigned on the ticket.

Rilwan Ahmed

Hi @Swaroop Kumar ,

Glad it solved your issue.For another question, please create a new post.

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