How to configure SLA for different lines of Support?

If you need to configure different SLAs for all lines of support, this use case will help you to do that quickly and easily.

Instruction

We recommend using different statuses for each support line and in this use case, we described how to set SLA timer if you have such columns on your project board.

1. Click the “SLA Manager” button in the top right corner.

2. Choose a Priority and a necessary Status for a “Start” condition.

For example, if you want to create an SLA for the 1-st line of support with the highest priority, choose it as shown below:

3. If you have additional conditions, you should add a goal with a time limit for each of the priorities.

You should create as many lines of support as you have in your company, as many SLAs regarding the guide above.

4. Click the “Save” button.

That’s all!

If you need any help or have questions, please contact us via SaaSJet Support or email support@saasjet.atlassian.net

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