Working with SLA - multiple teams with different SLAs related to condition based on Issue Status

Emilia KASPRZYK

Hi,

Do you have any experience with building an SLA policy in JSD?

I'd like to define one SLA for a specific type of ticket and ticket handling team - time to first response and solution counted only for specific issue statuses.

And a second SLA for team #2 where the requirements for the status for which we are counting time are completely different.

 

How do you solve such an issue at your place, can you advise me?

Tuncay Senturk _Snapbytes_

Hi @Emilia KASPRZYK 

You can configure multiple SLAs for different issue types and handling teams based on issue statuses and other conditions. 

Go to Project settings > SLAs and Add SLA, then define your SLA#1 for Team #1

- Start: When the issue enters the first relevant status (e.g. "Waiting for Support")

- Stop: When the issue transitions to a specific resolution status (e.g. "Resolved", or "Waiting for Customer"

- Set a working calendar

- Define response time for Goals (e.g.  First response: 4h, Resolution: 24h)

Then define SLA#2 for Team #2 likewise (setting its own statuses, goals and / or calendar) 

I hope I wasn't missing anything.