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SLA custom auto response time

ArtGri

How can i set costume response to each costumer?

Each costumer has different SLA. Everything is set up and according to costumer domain Organization is selected and response hours are assigned. Auto response is set that new request is selected. I need to add into response costume message that will state that based on your SLA appx response would be 1h, 2h or 3h

1. Organization is based on costumer domain

2.Each organization has its own SLA response time

how to add message when auto response is send that yours response time is so and so...

Accepted answers

Rafael Corredor

Hi,

You can define a single SLA with multiple goals, one by organization. You only need to use the jql:

reporter in organizationMembers("Organization 1")

and associate a goal/time.

For notifications, in automations you can also use this conditions to define a different message for each organization.

ArtGri

but in this way i will have to create SLA and AutoRule for each costumer individually (which is not really convenient since I have a lot of customers) i want it to be more "dynamic"

I can create organization and based on emial domain it will be assign automatically. (done in automate)

Now i want to send response in regards of SLA like something like this

If present in organization them SLA time - Time goal (example 1h5m) and if not them (example 45h)

All comments

Rafael Corredor

Hi,

You can define a single SLA with multiple goals, one by organization. You only need to use the jql:

reporter in organizationMembers("Organization 1")

and associate a goal/time.

For notifications, in automations you can also use this conditions to define a different message for each organization.

ArtGri

Thanks for the answer. I do understand that i can query based on organization. But how i can pass value from SLA and into notification

or how the query should look like?

Rafael Corredor

Hi,

You should disable this 'Request Creation' notification in Customer nofitications and use the option automation. Something like this:

You can configure the email or a public comment for each organization/SLA.

In case of using the email option, my recommendation is to also include an internal comment with the same information as the email, just to be aware of the email content sent to the customer.

ArtGri

but in this way i will have to create SLA and AutoRule for each costumer individually (which is not really convenient since I have a lot of customers) i want it to be more "dynamic"

I can create organization and based on emial domain it will be assign automatically. (done in automate)

Now i want to send response in regards of SLA like something like this

If present in organization them SLA time - Time goal (example 1h5m) and if not them (example 45h)

ArtGri

Or how to get value from (JQL)

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