I'm trying to set up SLAs for a project. Not sure where to begin?

Question

Contract I will manage has three levels of requests.  High, Low, Maint.  I've set them up as Request Types by giving them different Request Names.  They all have Issue Type of Bug.

A High level request requires a user response within 4 hours.

I can't seem to find  the name of the field for Request Name so I could write JQL.

Am I approaching this correctly or is there a better way?

Thanks!

Shawn Masters · Answer

Below is an example SLA from one of the service desks we use. We are on the cloud.

Nic Brough -Adaptavist- · Answer

You could re-use the priority field, but that affects all your projects, with a shared list of priorities which probably won't work for everyone.

I would add a custom field for it with an indicative name like "Request priority".  You'll be able to filter on a custom field quite easily.  I'd strongly recommend a single-select list field for this!

Anthony Manno · Answer

That's helpful.  I assumed defining the levels as Request Types was incorrect.

Where would I create the 2 priorities?