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SLA per group when creating issues by agents.

Soukaina IBALINE

I have agents creating problem issues, and I have clients creating service requests and incidents. In the condition I mentioned, if this client belongs to this organization, use this SLA. But how can I specify the group and say if the group is X, use this SLA?

Accepted answers

Serge Calderara_vvrym7

hello @Soukaina IBALINE ,

The SLA rule is essentially based on a set of criteria that need to be all match in order to be valid.

There is no direct way to associate an SLA with a group

The only place you can do that is from the initial SQL condition where you can specify a JQL querry and at this stage you can specify the group membership

regards

All comments

Serge Calderara_vvrym7

hello @Soukaina IBALINE ,

The SLA rule is essentially based on a set of criteria that need to be all match in order to be valid.

There is no direct way to associate an SLA with a group

The only place you can do that is from the initial SQL condition where you can specify a JQL querry and at this stage you can specify the group membership