Are you able to set specific SLA's per customer?

Question

We currently have some High level customers that we would want to set a tighter SLA tun around for is this possible to achieve in Service Desk?

For example most of our customers we would want to set a SLA goal when responding back to them for 24 hours. However for some specific customers we need to be able to set a SLA goal for them to have a response back with in 4 hours.

Is this possible, if so how would be the best way of setting this up?

Thanks,

Nick

vadim kazak · Answer

May I ask you another question ? I have also one SLA per organizations. I tried to assign the SLA “A” to organization “A” and the SLA “B” to organization “B” but it was always the A which was assign to both when a customers sent us a ticket by mail. I have used reporter in organizationMembers and Organizations in but both didn’t work.

Could you please advise me?

system_1861741 · Answer

Hello

You should be able to achieve this by adding you customers to Organisations (groups for Customers).

Then in your SLAs add the following JQL:

Reporter in organizationMembers("Organisation1")

If you want to assign multiple organisations to an SLA then see bellow:

Reporter in organizationMembers("Organisation1","Organisation2", ... )

Note: i wouldn't recommend using:

Organisations = "Organisation1"

Or

Organisations in ("Organisation1","Organisation2", ... )

The reason for this is, if the customer decides not to share the request with their organisation the Organisations field will not be populated. but the reporter in organizationMembers will still work.

M Amine · Answer

Hi Nick,

I would suggest that :

* Define an "organization" for your high level customers (so that all theses customers belong to the newly created organization)
* Set a SLA goal using JQL based on the newly created organization (Organization = "NAME OF YOUR ORGANIZATION HERE")

et voila

hope it helps

cheers