Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

SLA based on Customer and Service

Hey all, 

i have a problem in connecting the correct SLA based on Customer and Service


Customer A have a Service "Mail Gold". The "Mail Gold" Service have a specific SLA.

Customer B have a Service "Mail Silver". The "Mail Silver" Service also have a specific SLA.

Is there a way in JIRA Service Management to create specific Services (Mail Gold, Mail Silver, Mail Bronze and link this Service to Customers?

In the SLA definition i created already the first response and time to resultion based on the metrics for Gold, Silver and Bronze.

But i don´t know how to get the connection to the customer how booked the specific service.

The Customer should not be able to select the servicelevel. It should be mapped Automatically in JIRA.

1 answer

0 votes

Hello @Stefan Schulze ,

This can be done using Project automation in combination with your method for identifying the customer organizations, check out the following documentation that details how to set up automation to apply the groupings:

Please check this out and let me know if you need any additional help setting up the rules for your project.


Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

Security Advisory for Jira Service Management

On October 20, 2021, Atlassian published a security advisory for Jira Service Management. The full advisory is available at this link.  We've seen a number of questions already asking for...

186 views 0 2
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you