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How to create SLA priorities based on customer?

Francisco Cardoso_nm87k3

Hi,

Is it possible to define the access to portal SLA levels by customer?

I have 3 support plans. Only the customers with a premium plan should have access to high priority it tickets via Portal.

Example how it should show to the customer after login:

Client A

Low

Medium

Client B

Low

Medium

High

Thank you.

Accepted answers

Aaron Pavez _ServiceRocket_

Hi @Francisco Cardoso

> Is it possible to define the access to portal SLA levels by customer?

Here are some details that can help you:

https://support.atlassian.com/jira-service-management-cloud/docs/create-sla-goals-based-on-customer-details/

Regards

All comments

Aaron Pavez _ServiceRocket_

Hi @Francisco Cardoso

> Is it possible to define the access to portal SLA levels by customer?

Here are some details that can help you:

https://support.atlassian.com/jira-service-management-cloud/docs/create-sla-goals-based-on-customer-details/

Regards

Francisco Cardoso_nm87k3

Hi Aaron,

Thank you for the reply.

I understand that i can have Goal set per Customer. That helped a log.

Bot on customer portal side he still can select from Lowest to High Priority. I was also looking for a way so each customer could have access for Lowest priority only and premium from Lowest to high.

Or, at least, customer A saw 48h on high and customer B (premium) would see 2h on the high priority.

When i mean the customer should know what time to response he has, defined by his tier, i am refering to what he sees when posting an incident in the portal:

Screenshot 2024-12-13 at 08.05.45.png

Francisco Cardoso_nm87k3

@Aaron Pavez _ServiceRocket_

Thank you for the reply. Can you please check the information i added?

Thank you in advance!

Francisco

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