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

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Accepted answer
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


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