Modifying SLA to add exceptions

[Nnaemeka Nwosu]

I'm trying to modify our existing SLA for Service Requests, to add exceptions for some types of requests e.g Onboarding new hires. Here's what the current JQL looks like 

issuetype in ("Service Request", "Service Request with Approvals")

Any ideas?

[Joseph Chung Yin]

@Nnaemeka Nwosu -

To supplement what @Mark Segall and @Alex Koxaras -Relational- stated, it is recommended that use "Request Type" for your JQL setup.  However, if you want to use issuetype testing rather than "Request Type", then your JQL should be -

issuetype in ("[System] Service request", "[System] Service request with approvals")

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Nnaemeka Nwosu]

Yup, @Joseph Chung Yin will look into specifying SLA's for specific Customer Request types

[Alex Koxaras -Relational-]

Try

"Request Type" = "YOUR REQUEST'S TYPE NAME"

[Nnaemeka Nwosu]

Thanks!

[Mark Segall]

Hi @Nnaemeka Nwosu - Are you trying to split out your SLAs across different request types?  If so, you'd want to modify your JQL to be based upon Request Type.  Something like this:

"Customer Request Type" IN ("YOURREQUESTTYPE")

Then assign whatever duration/calendar you want.

[Alex Koxaras -Relational-]

"Customer Request Type" is in Jira server :) 

[Nnaemeka Nwosu]

@Mark Segall Yup, probably best to split up the SLAs across different Customer Request Types as opposed to lumping all the service requests together. Will play around a bit and report back on what works