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Apply different SLAs for different clients

How do we configure this?

We have twenty clients. We want to

1. Apply SLAs per client.

2. For clients in different regions, we want to apply SLAs per region.


2 answers

1 accepted

2 votes
Answer accepted
Dave Mathijs Community Leader May 19, 2022

Hi @Eusoph Simba ,

An SLA basically is a custom field with metrics and goals.

If you have different SLA's for different clients, then you'll need to configure a separate SLA or SLAs for all clients.

You can create multiple calendars and assign calendar 1 to client A, calendar 2 to client B.

If a single client has different regions, that won't be easy as you would need an identifier as to which time zone the reporter belongs to. This value can be used as a JQL for your SLA.

2 votes
Ajay _view26_ Community Leader May 20, 2022

Hi @Eusoph Simba 

One another way is to set SLAs based on customer organization, in case you are using them 

Screenshot 2022-05-20 123453.png

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