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
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