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Is it possible to configure the SLA according to a certain item selected in the portal form?

I need to configure the SLA according to the item marked on the portal form. For example:
In my partal form I have the following question:
Which sector?
Options: living room, reception, etc.
I want to format the SLA of that form with a specific time according to the customer's response... if he responds to the room, the SLA timeframe for that service will be 12h.

1 answer

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Riley Venable (Atlas Bench)
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Mar 31, 2023
To configure an SLA according to the item marked on the portal form, you would need to create a custom field in Jira Service Management for the "Which sector?" question on the portal form. After creating the custom field, go to your service project, and then go to Project settings > SLAs. From there, you can create a new SLA or edit an existing SLA. When editing an SLA, you can select your custom field for the "Jira field" option. Set the time to 12 hours for the sector "living room" (or any other sector), and set the SLA format display option as "Time centric" or "Due date centric" based on your preference. Once you have saved the SLA, it will be applied to all issues with the selected sector in the custom field. The time left on the clock will automatically adjust based on the time you set for that specific sector.

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