How to set different SLA scheme for different customers

Question

My requirement is to implement different SLA for different customers.

1).  Normal SLA for Normal customers

2).   Discounted SLA's for Priority customers

Is it possible to use JQL for SLA's ?

Gaston Valente_dzz4x1 · Answer

Kosala,

hi, you can try by:

adding a new field to identify the priority of the customer and fill these field on issue creation manually or using some automation rule.

Then you can use this field at sla conditions to create separate rules