How to set different SLA scheme for different customers

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 votes
Alexey Matveev Community Champion Dec 11, 2017


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")

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

Alexey Matveev Community Champion Dec 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"

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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