Setting SLA by customer

[Tina Kochar]

Is there a way to set individual client SLAs within a single service desk project? 

[Peter DeWitt]

@Tina Kochar , We are just starting our adventure into Service Desk here ant my company so I will will offer advice based on my research so far. If it's off, I apologize in advance. :)

It looks like you can set up multiple SLA Goals and then use JQL to associate Jira issues to those goals. If this is the case, you could use JQL to identify tickets submitted by a specific customer and then apply the specific goal created for them. You would need a way to identify the customer, maybe in a custom field or by searching the reporter email address.

-pjd

[Tina Kochar]

Thanks Peter!  That's what I realized - I used a custom field and so now I'm going through adding the different SLAs based on priority.  

Any thoughts on clients that have different service times?  Example - Client A has a support agreement of 9am-5pm and Client B is 7am-7pm and Client C is 24hours.  Any thoughts on how we can manage SLA start times based on the client's servicing hours agreement.  

[Boyan Angelov (Nemetschek Bulgaria)]

Use Calendars for different times. Try Organizations for filtering issues for specific customers if you have more than one person raising ticket by customer. 

[Peter DeWitt]

@Tina Kochar , @Boyan Angelov (Nemetschek Bulgaria) is right on the money, create a calendar that is specificities for each customer and then associate that calendar to the corresponding goal from before.