I'm trying to set up SLAs for a project. Not sure where to begin?

[Anthony Manno]

Contract I will manage has three levels of requests.  High, Low, Maint.  I've set them up as Request Types by giving them different Request Names.  They all have Issue Type of Bug.  

A High level request requires a user response within 4 hours.  

I can't seem to find  the name of the field for Request Name so I could write JQL.

Am I approaching this correctly or is there a better way?

Thanks!

[Shawn Masters]

Below is an example SLA from one of the service desks we use. We are on the cloud.

[Shawn Masters]

It sounds like you just need a better grasp of the field names so you can write effective JQL. Use your "Custom Fields" admin screen as a reference point for field names to help write JQL queries. 

Request Type usually refers to the Service Desks customer portal feature. 

The Service Desk has built in SLA timers. Are you using Core or Desk? 

[Anthony Manno]

Using desk.

[Nic Brough -Adaptavist-]

Those three levels would normally be represented by a priority or severity type field, not as request types.  A request is supposed to be something where a user asks for something.  You usually ask your IT people for "fix the printer", "reset my password", "I need a new laptop", not for "high", "medium" or "low".  Those are attributes you put on the request to give them a sense of speed.

I'd swap to using the more standard approach.

[Anthony Manno]

That's helpful.  I assumed defining the levels as Request Types was incorrect.

Where would I create the 2 priorities?

[Nic Brough -Adaptavist-]

You could re-use the priority field, but that affects all your projects, with a shared list of priorities which probably won't work for everyone.

I would add a custom field for it with an indicative name like "Request priority".  You'll be able to filter on a custom field quite easily.  I'd strongly recommend a single-select list field for this!