Is it possible to have multiple SLA's in one ticket?

The issue for some of our tickets may impact multiple customers with different SLAs. Is it possible to assign and track more than one SLA per JIRA ticket? 

2 answers

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Alexey Matveev Community Champion Jan 19, 2018

It is possible. If a ticket satisfies multiple SLA's then you will see all the the SLA's in the ticket detail view.

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Thanks for the quick response Alexey. Just to be clear, here is the scenario: a ticket is created about a certain issue. It is known that this issue may impact, for example, four different customers (it could potentially be more than that). Each customer may have a different SLA with different criteria. Can the specific SLA for each customer be assigned to that one ticket?

Alexey Matveev Community Champion Jan 19, 2018

It means that you have to define multiple SLA's. When a ticket is created then it will be assigned all SLA's which satisfy the ticket by SLA's goals. And then you will see multiple SLA's ticking for the ticket. Do you have a different behaviour?

So the SLAs are defined each time a ticket is created?  Is it not the case that you can have predefined SLAs and assign them to a ticket when it's created? 

Alexey Matveev Community Champion Jan 20, 2018

SLAs are assigned automatically if your created ticket satisfies SLA's goal. You can not assign manually

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