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Add different custom SLAs to a queue

Eusoph Simba February 16, 2024

I created a queue with 2 Customers. Each customer has 2 unique  SLAs (eg Customer A Response SLA, Customer A Resolution SLA; Customer B Response SLA, Customer B Resolution SLA). How can I add Customer A and B SLAs to the same queue and column?

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Tansu Akdeniz
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 16, 2024

Hi @Eusoph Simba 

Is there any specific reason for creating separate SLA metrics for different customers? You know it is possible to use single response time and resolution time for all customers?

Eusoph Simba February 16, 2024

Some want Response  SLA to be 30mins for P1 some are comfy with 1 hour so its all about what the contract states.

Tansu Akdeniz
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 16, 2024

It is possible to do it with single SLA by adding goals. (If SLA conditions (start,pause,stop) don't vary by customer)

Ex: Response Time:

  • Organizations = "Customer 1" and Priority = High -> Goal: 1h

  • Organizations = "Customer 2" and Priority = High -> Goal: 2h

etc.

Please see the Atlassian Team's answer in this thread: How to set specific SLA's per customer?

Eusoph Simba February 16, 2024

That makes sense and thanks a lot let me try it out and revert.

Like Tansu Akdeniz likes this

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