How to set different SLA scheme for different customers

[Kosala]

My requirement is to implement different SLA for different customers.

          1).  Normal SLA for Normal customers

         2).   Discounted SLA's for Priority customers

 Is it possible to use JQL for SLA's ?

[Alexey Matveev]

Hello,

You could create two groups for them. For example, normal_customer_group and priority_customer_group. Then you would include all customers to the correct group and when you define SLA you would define two goals with it is own jql query and time

1. reporter in membersOf("normal_customer_group")

2. reporter in membersOf("priority_customer_group")

[Jon Hobbs-Smith]

Is it possible to do this by organization, not individual customer?

[Alexey Matveev]

Yes, it is possible to use organizations. Then you would have a JQL query like this

1. Organizations = "normal_organizaion"

2. Organizations = "priority_organization"

[Eshelevoy]

Добрый день, 

Алексей, а как сделать группы организаций?

[Kosala]

Hi Alexey ,

      Thanks for the reply . also is it possible to configure alerts to be send before SLA get breached.  There is standard automation rule  is

    1). At risk (30 min remaining)
    2). Due soon (60 min remaining)

 but my requirement is to trigger sending the Alerts at 75% SLA ? Is it possible ?