Working with SLA - multiple teams with different SLAs related to condition based on Issue Status

[Emilia KASPRZYK]

Hi,

Do you have any experience with building an SLA policy in JSD?

I'd like to define one SLA for a specific type of ticket and ticket handling team - time to first response and solution counted only for specific issue statuses.

And a second SLA for team #2 where the requirements for the status for which we are counting time are completely different.

How do you solve such an issue at your place, can you advise me?

[Tuncay Senturk · Accepted solution]

Hi @Emilia KASPRZYK 

You can configure multiple SLAs for different issue types and handling teams based on issue statuses and other conditions. 

Go to Project settings > SLAs and Add SLA, then define your SLA#1 for Team #1

- Start: When the issue enters the first relevant status (e.g. "Waiting for Support")

- Stop: When the issue transitions to a specific resolution status (e.g. "Resolved", or "Waiting for Customer"

- Set a working calendar

- Define response time for Goals (e.g.  First response: 4h, Resolution: 24h)

Then define SLA#2 for Team #2 likewise (setting its own statuses, goals and / or calendar) 

I hope I wasn't missing anything.