Can I set up SLAs based on organizations?

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

2 answers

1 vote
Susan Hauth Community Champion Aug 16, 2017

Hi Susi,

Use the JQL in the SLA and this logic

reporter in organizationMembers("")

Cheers

Jack Brickey Community Champion Aug 16, 2017

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

0 vote
Susan Hauth Community Champion Aug 16, 2017

Hi,

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

reporter in organizationMembers("")

Cheers

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Jun 14, 2018 in Jira Service Desk

How the Telegram Integration for Jira helps Sergey's team take their support efficiency to the bank

...+ reading Fantasy). The same is true for him at the bank he works for: Efficiency is key when time literally equals money. Read on to learn how Sergey makes most of the time he has by...

793 views 5 7
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