We're studying the possibility to use Service Desk for our Customer Support. I have one unse case I'd like to talk about, as I didn't find out if it's possible or not in the documentation.
We have different Support levels and SLAs for each level.
Let's say we have Support Gold ('first response time' 1 day) and support Silver ('first response time' 2 days).
Client A (user W & X) has Gold support level and Client B (users Y & Z) has Silver level support.
Can Service Desk provide us a way to handle our user case (creating a 'gold' SLA and assigning Client A to this SLA, and creating 'Silver' SLA and assign Client B to this SLA.
When user X creates a ticket, the first response time will be 1 day whereas when user Y creates a ticket, the first response time will be 2 days.
Thanks for your help,
Let me elaborate a bit further, first response time is a metric and you can define different levels of SLA on that metric.
Say, customer X subscribes to premium gold service, so you simply add a rule to that SLA that
if the reporter was in membersOf("Group") then sla will be 1 day
and same way for silver service members.
This way you can define your SLA based on customers.
I suggest you install the trial version of the plugin to evaluate this feature.
You can do this easily with the JQL queries included in the same SLA. For instance, I have a "Response Time" metric that has a 3h SLA for customer A and B and the rest of the customers have a 1h SLA. You can assing a specific SLA metric to a specific reporter or to a group of users (even if you don't have the users in the same JIRA Group).
You can use the example provided by Rahul Aich or you can filter it by reporter. For example:
SLA: Response Time
JQL Query = reporter in (user a, user b)
Goal = 1h
JQL Query = reporter = "user c"
Goal = 2h
JQL Query = reporter in (user d, user e, user f, user g)
Goal = 5h
...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...
Connect with like-minded Atlassian users at free events near you!Find a group
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs