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 indicationCould you please help me to implement these case types?

Create requests of different case types

We would like to create requests of different case types:

Could you please help me to implement these case types?

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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

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

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