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Create SLA goals based on customer details

You can set SLA (service level agreement) goals for different types of customers or organizations by using Jira Query Language (JQL). The SLA goals you set can be based on their location, support tier and more.

To create SLA goals:

  1. From your service project, go to Project settings, then SLAs. All existing SLAs are displayed here.

  2. If you need to, create a new SLA.

  3. Select Edit on the SLA you want to add a goal to.

  4. Select Add new goal (+) in the Goals section.

  5. Under Time goal, set up a target time for the issue to be resolved. The goal can be empty or defined using the format: 4h 30m.

  6. Under Calendar choose a calendar to specify working hours when time can be counted against SLAs.

  7. Under Issues to display (in JQL), enter a JQL statement using the functions below.

  8. Select Save.

Customer JQL functions

Syntax: customerDetail( )

Supported fields: Assignee, Reporter, Voter, Watcher, custom fields of type User

Supported operators: IN , NOT IN

Unsupported operators: = , != , ~ , !~ , > , >= , < , <= IS , IS NOT , WAS , WAS IN , WAS NOT IN, WAS NOT , CHANGED

Examples

  • Create an SLA goal for customers that are in a platinum support level
    reporter in customerDetail("Support level", "Platinum")

  • Create an SLA goal for all customers not in Europe:
    reporter not in customerDetail("Region", "Europe")

Organization JQL functions

Syntax: organizationDetail( )

Supported fields: Organizations

Supported operators: IN , NOT IN

Unsupported operators: = , != , ~ , !~ , > , >= , < , <= IS , IS NOT , WAS , WAS IN , WAS NOT IN, WAS NOT , CHANGED

Examples

  • Create an SLA goal for gold-tier organizations
    organizations in organizationDetail("Tier", "Gold")

  • Create an SLA goal for organizations in the APAC region:
    organizations in organizationDetail("Region", "APAC")

Additional Help