How to set different SLA scheme for different customers

Kosala December 11, 2017

My requirement is to implement different SLA for different customers.

          1).  Normal SLA for Normal customers

         2).   Discounted SLA's for Priority customers

 Is it possible to use JQL for SLA's ?

 

2 answers

1 vote
Alexey Matveev
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December 11, 2017

Hello,

You could create two groups for them. For example, normal_customer_group and priority_customer_group. Then you would include all customers to the correct group and when you define SLA you would define two goals with it is own jql query and time

1. reporter in membersOf("normal_customer_group")

2. reporter in membersOf("priority_customer_group")

Jon Hobbs-Smith December 12, 2017

Is it possible to do this by organization, not individual customer?

Alexey Matveev
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December 12, 2017

Yes, it is possible to use organizations. Then you would have a JQL query like this

1. Organizations = "normal_organizaion"

2. Organizations = "priority_organization"

Eshelevoy March 12, 2020

Добрый день, 

Алексей, а как сделать группы организаций?

0 votes
Kosala January 12, 2018

Hi Alexey ,

      Thanks for the reply . also is it possible to configure alerts to be send before SLA get breached.  There is standard automation rule  is

    1). At risk (30 min remaining)
    2). Due soon (60 min remaining)

 but my requirement is to trigger sending the Alerts at 75% SLA ? Is it possible ?

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