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

1 vote
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.

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Bridget Sauer
Published Mar 09, 2018 in Jira Service Desk

E.L. Fridge's take on education, Jira Service Desk, and creative Jira use cases

...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...

970 views 2 14
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you