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Can I set different SLA based on labels or organizations within a project ?

Rodrigo Alvistur

Different organizations have access to the Jira project I manage and we have a defined SLA for all of them. Problem is, a new organization has been added to the project and they have completly different (and contractually required) SLA's.

The options for ticket creation for all organizations are the same, but the SLA needs to be different, depending on which organization creates it. Can this be done? Can I set a different SLA based on organization, label or a different field ?

Thanks in advance!

Accepted answers

Ugnius Aušra

Hello @Rodrigo Alvistur ,

Yes, you can freely configure your SLA on organization field, label or any other custom field.

You just need to use JQL.

All comments

Ugnius Aušra

Hello @Rodrigo Alvistur ,

Yes, you can freely configure your SLA on organization field, label or any other custom field.

You just need to use JQL.

Rodrigo Alvistur

Thank you @Ugnius Aušra !

Alina Kurinna _SaaSJet_

Hello @Rodrigo Alvistur !

You may try our add-on SLA Time and Report, developed by my team, which can help you with your SLA customization problem.

With this add-on, you can set up different SLAs based on fields such as organization, labels, reporter, or other custom fields, allowing you to manage separate SLA policies for each organization or group within the same project.

You’ll need to create multiple SLAs with unique start conditions to set different SLAs for each organization, depending on which organization creates the ticket.

For example, if you use labels or organization fields to differentiate between clients, select the relevant field in the SLA configuration. This way, each organization can have its own SLA setup, meeting your contractually required response times.

Below, I’ve added a screenshot showing how this setup looks in our add-on and how you can configure it.

Знімок екрана 2024-11-07 о 13.24.56.png

Let me know if you have any questions about setting it or want more information!

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