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SLA set for different Clients and different response/ resolution time.

Malek_rf8qlg

Dear Community members.

I have different SLAs with different Goals (response and resolution times) that i need to configure them on Jira Service Management tool.

Is this doable? I have noticed that once I create a new SLA with a new Calander then add the conditions of the timer (start, pause stop) the upper conditions (response and resolution time) always take the previous parameters. If I change these parameters will automatically impact on the other SLAs?

Please advise.

Regards,

Mal

Accepted answers

Joseph Chung Yin

@Malek -

Welcome to the community. SLA configurations in your JSM project (note - each project can have different SLA setups as SLA setup can be unique based on each individual project) are based on the JQL association. So, you will need to ensure the appropriate JQL targeting the issues are setup correctly (the JQL will target the issues accordingly).