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Can I set up SLAs based on organizations?

Susi Moser

Our customers (= organizations) have signed different support contracts.
Our response times for incidents/service requests and the working hours of our support team (f.e. weekend service yes or no) depend on the contract conditions.

Can I set up SLAs based on organizations in JIRA Service Desk (Server)?

Example
- Organization A: Response time for incident 3 hours
- Organization B: Response time for incident 6 hours

Accepted answers

All comments

Susan Hauth _Jira Queen_

Hi,

You should be able to do so using the JQL portion of the SLAs.

reporter in organizationMembers("")

Cheers

Susan Hauth _Jira Queen_

Hi Susi,

Use the JQL in the SLA and this logic

reporter in organizationMembers("")

Cheers

Jack Brickey

and you can create different calendars to be used for different orgs as well.

Sarunas Strasevicius

So the advice is to setup rule for each organisation? For example we have 200 orgs, goals are limited per SLA to 100.

Also SLA plan is being updated thought API each time it changed in 3rd part CRM.

Any ideas how to meet such a requirements? Because I am very sure this question is very actual to many of Service Desk users. Strange that JIRA Service Desk doesn't support SLA plan assignment to Organisation - for me it is very logical feature.

Jack Brickey

@Sarunas Strasevicius, only if you need unique SLAs per Organization. If one or more orgs use the same SLAs then reuse the SLA. If, however ever customer was unique, then yes you would need to create 200 unique SLAs.

I can’t assist with the second part of your question but would suggest you review the API documentation.

vadim kazak

Hello all,

I'having the almost same issue. I'm using the Cloud version and I would like to link a specific SLA to one Organisation.

I created: reporter in organizationMembers("SA")

as SA is the name of the organisation

sla paint.png

but it still the "SLA GENERAL" which is choosen by default.

Jack Brickey

w/o really seeing more info here I'm unsure if i can definitively answer but my first thought is that SLA General needs to exclude the SA org if in fact you want "SLA" (i suggest more descriptive naming here BTW) to be the SLA for all SA org issues.

in other words, in the SLA General add AND reporter not in organizationmembers("SA")

vadim kazak

Hello Jack,

I applied what you have suggest but it still using SLA GENERAL

sla general.PNG sla test.PNG

Jack Brickey

@vadim kazak , sorry I cannot read French :-(. With that said clearly the rules that you set up for SLA General are being applied to the the issues created by members of SA. You need to determine why that is so you can exclude them from SLA General. Also, I don't see "SLA" SLA as being triggered so you need to inspect it more closely as to why it is not applying.

vadim kazak

How are we triggered SLA ? I don't really understand what do you mean.

But in theory how we apply a SLA to an organisation ?

Jack Brickey

ok so, i need to rewind here because it has just occurred to me that you can't do what you are suggesting in the manner you are suggesting. At least if I understand what you are attempting. What you need to do for different organizations is NOT create a different SLA altogether what you want is to have a single SLA rule BUT have different Goals per org. for example: