2 SLAs for 1 Incident?

Question

My company is asking for two SLAs for a single incident:

* Minimum Restoration - A service is still down but a workaround exists.  The workaround may be less efficient, but the business is still running.
* Full Restoration - All technical services are restored and confirmed by the customer.

We're toying with:

* Defining a custom Resolution value of Workaround.
* Defining a second SLA for Ticket Category = Incidents.
* Define a second set of SLAs for Highest, High, Medium and Low priorities.
* Start the clock when Issue Created.
* Finish counting time when Resolution:  Workaround.

We're wondering if anyone has ever done this?  Would it actually track and report on two SLAs for a single incident or would it confuse the system?

Olha Yevdokymova_SaaSJet · Answer

Hello @Mike Brossart 
If I correctly understood your needs, you may try the SLA Time and Report add-on to set up and track two SLAs for a single incident—one for Minimum Restoration (workaround) and one for Full Restoration.

Here’s how SLA Time and Report can help:

* Single SLA with Multiple Goals: Instead of creating two separate SLAs, you can configure one SLA with two distinct goals:

* Goal 1: Track the time to implement a workaround, stopping when the custom field is updated to “Workaround.”
* Goal 2: Continue tracking for Full Restoration, stopping once the service is fully restored.

* Custom Fields for Triggers: By using custom fields such as "Resolution Level" or "Restoration Stage," the SLA can automatically transition between tracking the workaround and full restoration phases.

* Tracking by Priority: Set different SLA goals based on the priority of the incident. For example:

* High Priority: Workaround in 2 hours, full restoration in 8 hours.
* Low Priority: Workaround in 4 hours, full restoration in 16 hours.

* Automated Notifications: You can configure automated notifications to alert your team when an SLA is about to breach, ensuring that both the workaround and full restoration SLAs are managed effectively.

* Multi-Cycle SLA Support: The add-on supports multi-cycle SLAs, so if the issue goes through multiple stages, the SLA will continue tracking without confusion, ensuring every phase is captured.

With SLA Time and Report, you can easily manage and report on these two stages of resolution within a single SLA, avoiding complexity and maintaining accurate tracking.

Alex Ortiz · Answer

@Mike Brossart  Welcome to the Atlassian Community!!

The good news, an incident (request) can have as many SLA's as you want.

As long as you name your SLA's unique names, they shouldn't confuse your user as they'll tell you what they are and how much time each SLA has remaining.