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Information regarding SLA configuration

Elena Alberti

Hi everyone,

I'm testing Jira servicedesk for my company. To understand better my question I explain the situation.

Our customers can have different contract for different products, with different SLAs.

It can also happen that customer has no contract so we manage request at best effort, without any SLA associated.

Question are:

1. At the moment on out actual ticket mgmt system agents set SLA manually. Is it possible to configure different SLA to be set manually?

2. Is there any way to configure SLA to achieve our need since customer can have different contracts with different SLAs? In some cases customer can also have different contract for the same product. For exampre can have GOLD 7x24 for a cluster of critical fw and a 5x8 contract for other firewall not so critical.

Thanks a lot

Elena

Accepted answers

All comments

Paul Wiggers

Hello @Elena Alberti

Thank you for your questions, let's go over them one by one

It is not possible to set SLA's manually. However, you can use JQL to filter which issues are affected by what SLA goal. For instance, you can create a custom field that holds the customer service level. Based on the value in that field, you can apply a different SLA goal to be met.
This is in line with the above answer, you can set different goals for different JQL query results. In your case, this would involve a combination of field values (which can be part of the customer information) to set the desired SLA.

Is this something that you can work with or do you have any additional questions?

Pallavi Shirodkar

Hello @Elena Alberti

SLA's can't be set up manually.

You can set different goals as shown below.

For different customers you can go project wise and configure the SLA's accordingly.

Kindly let me know if this helps you.

Thank you!

Elena Alberti

Hi Pallavi,

thanks a lot.

What do you mean with "you can go project wise"? Can you provide me an example to understand better?

BR,

Elena

Elena Alberti

Hi Paul,

I try to explain better the situation.

Customers can have different contract based on product (vendor), in some case also different contracts for the same vendor but we can think about changing this.

So for example I can have customer A with contract1 for VendorX and contract 2 for Vendor Y

When opening a ticket to us I can let customer choose the vendor in the initial form to subit ticket.

To manage SLA I have to create filters for every customer based on the vendor field, is it right?

I do not think this can be possible, contracts has expiration and can change.

Thanks a lot

Elena

Paul Wiggers

Hello Elena,

Luckily, you don't have to create an SLA for every customer. You can create an SLA with different goals, based on a JQL filter.

That way, you can set the goals according to the value of the contract field.

In this example I have used dummy data but it will get the idea across

Screenshot 2024-02-08 104355.png

When the contract changes, the appropiate SLA goals are applied. If the SLA of the contract changes, you do have to change the SLA but that shouldn't happen to often I hope.

Does this clarify it a bit?

Elena Alberti

Hi Paul,

a little bit clearer but, maybe I have not understand yet well all jira logic to configure and achieve our needs at the best way.

If customer A has to contracts based on the product it can happens that:

1. customer open ticket via email without provide prodcut information

2. customer choose product in the form, but there is no connectivity in general between product and type of contract, so I have to check which kind of contract customer has for that product/vendor... since is not possible to apply sla automatically but I need SLA to start counting when issue is created, how can achieve this? That's wht I think about configure SLA for every customer since contract1 is not an information I receive when customer open ticket

Unfortunately today I cannot work on Jira, I'm too busy on other activity but as soon as I can I take a deeper look at SLA configuration and maybe I'll understand better.

Thank you very much

BR
Elena

Paul Wiggers

Hello Elena,

You can still configure the SLA as described. As soon as a match is found, the configure goal will be applied.

In your case, you can start counting when the issue has been created and the "All remaining Issues" goal will be applied.

When you set the contract field to the matching contract, the SLA will apply the goal that is configured for that field through JQL.

But like you said, when you configure the SLA yourself, it will soon be clear how it works and what you can do to have it apply the correct goals.

If you have any questions after you have given it a shot, feel free to reach out (preferably with some screenshots) so we can take another crack at it.

Good luck!

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