Setting different SLAs for different ticket types

Question

Hey, quite new to Jira, currently setting up a basic IT service desk with three main Work Categories: Incidents, Service Requests and Changes. The idea is that Incidents would have different turnaround times for the same priority as a Service Request or a New Change Request.

I have successfully set up turnaround times to resolution for Incidents using a simple conditional "Work Category" = Incidents using the P1-P5 categories.

However when I try to add a further Goal using "Work Category" = Service Requests it seems to clash with the previous goal and when a service request is raised it does not have a goal time allocated. I'm assuming it's because the Goal has the P1-P5 priorities set and there is a non-removeable priority that states "All Remaining Priorities" that is set to blank.

Is there a way to make this model work using SLAs and priorities? As far as I could tell only the priority can determine the turnaround time in the SLA (Urgency - high/med/low would be good for Service Requests but it does not come up as an option). Would appreciate any help even if it means I'm on a completely wrong track in trying to set this up.

Thanks

Robert Sztrikinacz · Answer

Thanks very much, please see screenshot of current setup for incidents. If I wanted to specify any other Work Category I would need to add a separate goal. However I think the fact that this Goal has the "All remaining priorities" and I cannot remove it clashes with any further Goal.

Jack Brickey · Answer

Hi @Robert Sztrikinacz , it would really help to see a screenshot of what you set up. However, I suspect what you are doing is creating multiple goals where a single combined goal is required. for example the following would represent 4 different Goals

"Work Category" = "Service Requests" AND priority = High

"Work Category" = "Service Requests" AND priority = Med

"Work Category" = Incidents AND priority = High

"Work Category" = Incidents AND priority = Med