How do I set up automation to tag an SLA?

[JianYet]

Working on a customer portal where customers create issues/tickets and the automation will tag the SLA of the issue based on the criteria Organizations. The action item does not have a selection for SLA?

For example,

If customer A is in Organization A, set the SLA to SLA A.

If customer B is in Organization B, set the SLA to SLA B.

and so on and so forth.

How do I do that?

[Josh Costella · Accepted solution]

Hi @JianYet 

This JQL would get the desired outcome:

reporter in organizationMembers("[Organization Name]")

[JianYet]

@Jack Brickey@Josh Costella Right. I expect this to work but it's not working from my experience. Not sure what's wrong.

Screenshots below show the results and the SLA config. The first response due should be 24 hours from when "Issue Created" but it's something else in the results. There's no automation or SLA that overrides this.

I've also tried JQL reporter = customer1. Same results. What am I missing?

[Josh Costella]

@JianYet Are the tickets that come in being applied to one of the SLAs listed above? Because if any are Bugs and have either of those priorities, then those SLAs would be applied instead.

[Édpo César]

But, That's right @JianYet . Your calendar is based on working time, 24h is the same that 4 working days.

[JianYet]

No. Issue type is not Bug, priority is not the above either.

[JianYet]

@Édpo CésarSupport Business Hours is 7am - 7pm M-F so the working time is 12h now and 24h is equivalent to 2 working days if I'm not mistaken.

[Édpo César]

Yes, I had understood. I supose your teams don't work on the weekend? Right?
Could you show us the both calendars?

[JianYet]

@Édpo CésarYes, it's a mock work schedule for now. Weekend is not included in the working days. Your interpretation is right. I should've thought about that. Thanks for the clarifications.

[Zoryana Bohutska _SaaSJet_]

Hi @JianYet 

You can tag different tickets for different customers using custom issue fields. And then set SLA using JQL for JSM (as @Jack Brickey mentioned) or use apps from the marketplace like SLA Time and Report to set custom field "Organisation" as a condition for SLA timer start (here you dont need use JQL).

The last solution was developed by my team, so if you have any questions let me know

[Jack Brickey]

Hi @JianYet , I don't understand the concept of "tagging" an SLA. However, if you wish to have different SLAs by Organization then you would configure this in the JQL within the SLA config (project settings > SLAs).