Trialing Service Desk - Possible to have multiple SLA's for for different customers in same project

Looking to set up the JIRA service desk to support external customers, I would ideally like to have multiple users that log in, each under an account e.g.

Customer 1

User 1

User 2

Customer 2

User 1 

User 2


Each customer would have their own SLA's, be able to see each other user tickets raised by same 'customer account' and all be under the same project.

Is this a possibility at all?




1 answer

1 accepted

1 vote
Susan Hauth Community Champion Nov 01, 2017


Yes it is as long as you can identify the customer in a JQL.  The JQL will define which customers belong in which Org/group and they would be for one SLA.

If you put your customers into an organization then the jql would be

"reporter in organizationMembers("Name of org")"

Hope that helps


Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Bridget Sauer
Published Mar 09, 2018 in Jira Service Desk

E.L. Fridge's take on education, Jira Service Desk, and creative Jira use cases

...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...

970 views 2 14
Read article

Atlassian User Groups

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!

Find my local user group

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

Groups near you