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?
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
4h - “customer request type” in (service1, service3)
2h - “customer request type” in (service2, service5)
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.
I hope it helps.
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