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)?

- 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("")


Jack Brickey Community Champion Aug 16, 2017

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

So the advice is to setup rule for each organisation? For example we have 200 orgs, goals are limited per SLA to 100. 

Also SLA plan is being updated thought API each time it changed in 3rd part CRM. 

Any ideas how to meet such a requirements? Because I am very sure this question is very actual to many of Service Desk users. Strange that JIRA Service Desk doesn't support SLA plan assignment to Organisation - for me it is very logical feature.

Jack Brickey Community Champion Nov 22, 2018

@Sarunas Strasevicius, only if you need unique SLAs per Organization. If one or more orgs use the same SLAs then reuse the SLA. If, however ever customer was unique, then yes you would need to create 200 unique SLAs.

I can’t assist with the second part of your question but would suggest you review the API documentation.

We have different SLA plans (1,2,3) and i have created separate SLA for each of it, put goals and everything works fine just... at the task I see three SLA timers because automation runs over each SLA and each time meets "All remaining issues" rule. My question is if there is any way to write JQL to stop processing next if one of rules validated or I need to put all conditions to single SLA? Thanks! 

0 votes
Susan Hauth Community Champion Aug 16, 2017


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

reporter in organizationMembers("")


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