is it possible to set a SLA per customer?

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

Ask your question here...

4 answers

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. 


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.



Users with restricted portal access cannot be added to groups




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

0 votes


i know this is two years later and thing have probably changed but for the sake of anyone who comes searching for an answer here's one.


You should be able to achieve this by adding you customers to Organisations (groups for Customers).

Then in your SLAs add the following JQL:

Reporter in organizationMembers("Organisation1")

If you want to assign multiple organisations to an SLA then see bellow:

Reporter in organizationMembers("Organisation1","Organisation2", ... )

Note: i wouldn't recommend using

Organisations = "Organisation1" 


Organisations in ("Organisation1","Organisation2", ... )

The reason for this is, if the customer decides not to share the request with their organisation the Organisations field will not be populated. but the reporter in organizationMembers will still work.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Jan 08, 2019 in Jira

How to Jira for designers

I’m a designer on the Jira team. For a long time, I’ve fielded questions from other designers about how they should be using Jira Software with their design team. I’ve also heard feedback from other ...

1,234 views 5 10
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you