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

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

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

Can SLA be tied to a service category rather than to an Issue type in Jira?

2 answers

1 accepted

2 votes
Answer accepted
Jack Community Leader Feb 18, 2021

Service category? Please explain.

I have a list of services that I am providing, each service has specific SLAs.  I would want to be able to link SLAs to the specific services rather than link SLAs to issue types

Jack Community Leader Feb 18, 2021

How are these services manifested within JSM? SLAs are associated with issues in JSM so if these services can be associated to issues then yes, if not then no.

The services are associated with issue types, however with the JSM instance I am using, there are SLAs already there tied to issue types for a different team in the same department.

I want to add different SLAs for another team in the same department providing different services.  These services have different SLAs but same issue types with the existing team.  Is this possible?

Jack Community Leader Feb 18, 2021

Ok so maybe your “services” are “Request Types” in the project? If that is the case then you can certainly define your SLA goals by RT using the JQL in the goals - how-is-jql-used-to-create-sla-goals 

example...

4h - “customer request type” in (service1, service3)

2h - “customer request type” in (service2, service5)

Like Esther Amunga likes this

Thank you Jack, I shall try this and let you know how it goes.

Hi @Esther Amunga 

You can also consider an alternative solution SLA Time and Report (created by my team). It lets you set SLA conditions using any issue field, including issue type or other custom fields (like a service category). This app also allows set SLA for Jira Core, Jira Software issues.

2021-02-19_10-21-44.jpg

I hope it helps.

This is good, very simple to implement but I have no budget for this.

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

196 views 1 6
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