SLA

[Vladimir Matveev]

We have 3 categories of clients: 1 (Premium), 2 (Advanced) and 3 (all others).
Each customer category has its own service level (SLA). Can I use different SLAs for different categories of clients in one project?

[Gökçe Gürsel {Appfire}]

@Vladimir Matveev 

This is definitely possible using JQL conditions in your SLA configuration.

Assuming you have a custom field to differentiate between these groups of customers you can do the following configuration:

Project Settings >SLAs, After defining your SLA start, pause, and end conditions there is a box for JQL conditions. You need to add three different JQL conditions for each customer category, their respective goals, and their calendars:

and that's it!

However, for more features and detailed reporting, I suggest Time to SLA

Time to SLA offers robust SLA tracking features with SLA panel, notifiers, and detailed reporting.

Let me know if you have any questions.

Cheers,

Gökçe

[Vladimir Matveev]

Hi Gökçe!

You wrote to me: "...you have a custom field to differentiate between these groups of customers...". But I don’t understand how to unite clients into such groups (levels). Please explain to me how I can organize the grouping of clients-organizations by groups (service levels).

Cheers,

Vladimir.

[Gökçe Gürsel {Appfire}]

@Vladimir Matveev 

You can define a custom field of Select list type and add the options (Premium, Advanced, All others).

For reference here is the documentation: https://confluence.atlassian.com/adminjiraserver/adding-a-custom-field-938847222.html

After configuring this filed, you need to add it to the necessary screens. In your case, your projects create issue, and view/edit issue screens should be enough. You'll be prompted to select which screens you want to add your custom field to when you're configuring your custom field but you can do this afterward too.

After this, you can add this field as a JQL condition to your SLAs and when the issues are in the SLAs scope the SLAs should work.

Let me know if you have more questions.

Cheers,

Gökçe

[Vladimir Matveev]

The "Premium", "Advanced" and "Others" parameters are a status of the organization to which the reporter belongs, not a issue's parameter. And this parameter should appear immediately after the reporter has selected the name of his organization from the list and should not be a field that the reporter fills in.

Your variant seems to me to assign the parameter to the issue, not the organization.

Cheers,

Vladimir

[Gökçe Gürsel {Appfire}]

And this parameter should appear immediately after the reporter has selected the name of his organization from the list and should not be a field that the reporter fills in.

Cascading select list type custom field can work nicely here or script runner behaviour maybe? Either way, this information (Status of the organization) is stored in a Jira field, am I correct?

[Vladimir Matveev]

Explain to me, please, what is "Cascading select list type custom field " and how does it work?

[Gökçe Gürsel {Appfire}]

Cascading select list custom field essentially works as follows:

Status of the Organization

   Premium

      Company A

      Company B

   Advanced

       Company C

      Company D

This type of custom field consists of two select list custom fields combined together and depending on the option selected in the first select list, different options appear in the second select list.

You can then use these values in the SLA definition such as "Status of the Organization" in (Premium, Company A)

Let me know if you have further questions.

-G

[Vladimir Matveev]

Hi!

Unfortunately I was unable to figure it out.
Please explain in more detail.

Vladimir