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Same Status different groups, different SLAs

Hello colleagues,

I'm working with Service Desk and I want to count SLA time depend on GROUP assigned.

I have 3 GROUPS and I want to know the time that the issue has been in each GROUP.

I want to do it only with  one status.

Can be done?

Best regards.

1 answer

1 accepted

1 vote
Answer accepted
Olga_Videc Community Leader Feb 12, 2019

Hello @Juan_José_Marchal_Gómez

You can, but you need a different status for each group so it starts when entered status X and stops/pauses when entering status Y, you can also edit SLA goals, with JQL.




this is that I thought.


But, Imagine that I have 10 different teams and I want to monitoring this 10 SLA.


I will need 10 different status with the current interactions and 10 SLA 1 for each group?


It's strange that I need to do so complex my workflow in this situation.


Best regards.

Olga_Videc Community Leader Feb 12, 2019

I understand, 

I was wrong since you have multiple SLA-s you just need to add specific JQL to Goal and you don't have to change the workflow.

For example SLA_1 JQL team = Alpha  and all remaining issues no target, and so on

I think that I understand you.


 "Count time" will need status of "levels" but if The level of each agent is the same, I can use JQL to use the same SLA depend on team...


Ok. I will try. Thank you very much.

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