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Is it possible to assign different default SLA to different Service requests?

Hi Community.

I'm trying to have different SLA goals to assign to different Service requests by default. For example:

Service A, defined by companies policy as critical, and resolution time should be 4 hours

Service B, - High - resolution time 12h

Not to ask a customer to choose priority (and after assign via JQL), but define SLA in advance for each Service request.

Any help appreciated.  

2 answers

1 accepted

1 vote
Answer accepted

Hello,

 

Yes on the request form if you make the priority field 'hidden' and 'mandatory' you can then set value you want the priority to be for that request type.

Hi @Alexander Ketishvili ,

You can do that using the Goals section of your SLA configuration. You can further customize the JQL part to fit your use case.

You can refer to the screenshot below:

Screen Shot 2021-04-27 at 18.33.31.png

For more information you can refer to the Atlassian Documentation:

https://support.atlassian.com/jira-service-management-cloud/docs/create-service-level-agreements-slas/

Please let me know if you have further questions.

Cheers,

Gökçe

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