Assign SLAs packages to organizations?

Hi all,

My company will have s single service desk with around 200 organizations. We'd like to set up the default SLA like this.

Bronze package:
Time to first Response: 24 hours
Time to Resolution: 5 days
High Priority first response: 4 hours

Silver package:
Time to first Response: 4 hours
Time to Resolution: 24 hours
High Priority first response: 4 hours

Gold package:
Time to first Response: 1 hour
Time to Resolution: 4 hours
High Priority first response: 30 mins


Then, each one of the 200 organizations needs to be assigned a service level (or possibly have their own one created) so that when that organization creates a ticket it shows the countdown based on their service level. Is this possible?

I can see that this could be achieved by creating 3 different SLA goals  for each organization with --- organizations="orgName" in the JQL, but this would mean creating around 600 goals and I can't see the page loading in a reasonable amount of time :)





1 answer

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Alexey Matveev Community Champion Dec 11, 2017


How come you get 600 goal out of 200 organization? Each organization has only 1 goal, that is why there will be 200 goals? 

Anyway you could create JQL like this

organizations in ("orgName1", ""orgName2", ""orgName3")

You would have only 3 JQL goals: bronze package, silver package, gold package.

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