is it possible to set a SLA per customer?

This question is in reference to Atlassian Documentation: Setting up SLAs

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Yes, but you would have to build a separate SLA for each user, and they would have to be a user prior to building the SLA. 

You could also assign your users into multiple "groups", and set your SLA's per group. That may be more manageable. 

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Jeff,

Thank you very much! I have been playing with your suggestion, but I faced an issue where customers with restricted access to the Portal cannot be added to a group.

So, not sure how to make it possible.

 

Groups

Users with restricted portal access cannot be added to groups

 

 

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Hello,

A solution is to create a customerfield that is connected to the user.  When creating a ticket, copy the field to a custom field that you can use in the SLA.  

 

I tried it and it works

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