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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

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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.


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