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Create requests of different case types

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?

2 answers

1 accepted

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Answer accepted

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

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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