Create requests of different case types

[Sushmitha]

We would like to create requests of different case types: 

• “Ad hoc requests” to be resolved within 48 hrs with a reminder after 40 hrs
• “Urgent requests” to be resolved within 10 hrs with a reminder after 6 hrs
• “Invoice requests” without time indication
• “Signature/Seal requests” without time indication

Could you please help me to implement these case types?

[Fabio Racobaldo _Herzum_ · Accepted solution]

Hi @Sushmitha ,

you can do through JIRA Service Management builtin feature. You need to define a SLA https://confluence.atlassian.com/servicemanagementserver/setting-up-slas-939926373.html based on request type. Each SLA can define an own goal trhough a JQL. Please add one JQL for each goal :

"Request Type" = “Ad hoc requests” -> goal 48h

"Request Type" = “Urgent requests”  -> goal 10h

and so on.

Hope this helps,

Fabio

[Jimi Wikman]

In order to put SLA on the requests you would need to use Jira Service Manager as Jira does not have that functionality.