HOW TO CONFIGURE SLA FOR SPECIFIC CLIENT

[mgorresen]

Dear

I have a SLA configured for My service Project, its working very well.

One of my clients ask me to configure a diferent goals for each severity, this way i need to know if its possible and, how can i do this.

[Alina Kurinna _SaaSJet_]

Hi @mgorresen!

If you're open to using Atlassian Marketplace add-ons, I recommend trying SLA Time and Report for Jira, which my team developed. This add-on can make it easier to configure SLAs based on a custom field like severity and effectively track and monitor the results with precision.

I’m attaching an article on community (written by me) on how to configure SLAs based on severity, which provides a detailed step-by-step guide to help you set it up.

Let me know if you have any additional questions! 😊

[Walter Buggenhout]

Hi @mgorresen and welcome to the Community!

Yes, this is possible. In Jira Service Management, different target timings for your SLA can be set based on JQL filter criteria. As long as you can identify the tickets that are coming from this specific customer, you should be able to specify a filter for that customer and add appropriate timings.

In the below example, I use the JSM Organizations to identify the customer, but you can use anything you have in your JSM setup, as long as you can query on it:

Hope this helps!